ADAQ Dental Mirror - Winter 2023

SUMMARY DISMISSALS IN THE WORKPL ACE

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WHAT HAPPENS WHEN A PATIENT MAKES A COMPL AINT TO THE HE ALTH OMBUDSMAN?

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ADAQ RENEWALS 2023 – VALUE OF MEMBERSHIP

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EDITOR

CONTENTS

ADAQ COUNCILLORS

Dr Jay Hsing Dr Gary Smith Ms Lisa Rusten Ms Melissa Kruger

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From the President

Dr Jay Hsing

PRODUCTION

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How to manage a complaint

Dr Kelly Hennessy

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ALESSANDRA BOI

Dr Paul Dever

Dr Kelly Hennessy

EDITORIAL TEAM

Published by the Australian Dental Association (Queensland Branch)

CONTACT

24 Hamilton Place Bowen Hills Qld 4006 PO Box 611, Albion Qld 4010 Phone: 07 3252 9866 Email: adaq@adaq.com.au Website: adaq.com.au

ADVERTISING KIT

Information on advertising, deadlines and artwork specifications are available in the ADAQ Advertising Kit: adaq.com.au/advertising

GRAPHIC DESIGN

Kristen Willis, Tondo Creative

COVER ART DESIGN

D R J AY H S I N G

Desirous of being elected a member of ADAQ? Hot property

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ADAQ event calendar

BOQ SPECIALIST

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DISCLAIMER ADAQ Dental Mirror is published for the information of Members only and is not for general distribution. Copyright is reserved throughout.

No part of this publication may be reproduced in part or whole without the written consent of the publisher. This publication is for the purpose of promoting matters of general interest to Members of the Association. The views expressed in this magazine do not necessarily reflect the views and policies of ADAQ or ADA. Publication of advertisements for products or services does not indicate endorsement by ADAQ. All material is positioned and published at the discretion of ADAQ.

COUNCILLORS Dr Kevin Ang (Peninsula)

Dr Kaye Kendall (Moreton)

Assoc Prof Alex Forrest (Moreton)

Dr Jiten Rao (Northern)

Dr Jayarna Hartland (Gold Coast)

Mr Andrew Waltho (Skills-based)

Dr Peter Jorgensen (Sunshine Coast)

Dr Keith Willis (Moreton)

CPD event gallery FEDERAL COUNCILLORS

Kristen Willis, Tondo Creative

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SENIOR VICE PRESIDENT

JUNIOR VICE PRESIDENT

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PRESIDENT

Dr Norah Ayad

A D A H R A D V I S O RY

Dr Martin Webb

IMMEDIATE PAST PRESIDENT

Summary dismissals in the workplace

Dr Matthew Nangle

D AV I N A B A R K E R

ADAQ SUB-BRANCHES

Training and practice consultancy team services

Bundaberg Dr Paul Dever

Mackay Dr Peter Monckton

Toowoomba Dr Phoebe Fernando

A D A Q C O M P L I A N C E & A D V I S O RY T E A M

Ipswich Dr Andrew Wong

Sunshine Coast Dr Peter Jorgensen

Gold Coast Dr Norah Ayad

Kingaroy Dr Man Chun (Simon) Lee

Gladstone Dr Patrick Dohring

Rockhampton Dr Kelly Hennessy

What happens when a patient makes a complaint to the Office of the Health Ombudsman

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Save the date

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Classifields

EVENTS

Cairns Dr Brian James

ADAQ COMMITTEES Policy, Advocacy and Advisory Committee Chair Convener: Dr Norah Ayad

Recent Graduates and Students Committee Convener: Dr Phillip Nguyen

Awards and Honours Committee Convener: Dr Jay Hsing

Volunteering in Dentistry Committee Convener: Dr Jay Hsing

WINTER 2023

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FROM THE PRESIDENT DR JAY HSING

Being President has also afforded me the opportunity to meet with people I wouldn’t otherwise have MEMBERSHIP

It is that time of year when we need to renew our membership.

For most of us, renewing our membership is a simple decision, for the tangible benefits membership offers and also to support our professional association and the work that it does. It also feels great to be part of something greater than ourselves and to feel part of the profession. After all, if you are not a member of a professional association, then you are not truly a professional – by definition.

I know this sentiment is becoming more prevalent among a growing number of people, as evidenced by a significant milestone achieved back in April. For the first time in history, the number of fee-paying ADAQ members surpassed 3000! This means that around three-quarters of Queensland dentists and dental specialists are ADAQ members. This figure has been steadily climbing over the last few years and is something we should all be proud of.

For the seventh consecutive year, there will be no increase in membership fees and for the second year running the 10% Early Bird Discount for the ADAQ portion of membership fees will be offered. This is no small feat given the much publicised rate of inflation. At the same time, the services provided to ADAQ members have expanded, including the member assistance program (health and well-being program and access to free psychological counselling), expert advice for members on issues such as changes to TGA requirements and payroll tax, the establishment of the Museum of Dentistry, mobile-first access to the ADAQ website, including on-line event registration, membership services, financial and non-financial support for SubBranches and affiliated study clubs, and more! This is all on top of the timely and valuable expert advice provided to members during the uncertain times of Covid.

PROFESSIONAL INDEMNITY INSURANCE

In supporting our profession, ADAQ is committed to providing you with Professional Indemnity insurance that complies with Ahpra requirements and provides comprehensive cover to protect you at a competitive price.

As you would be aware, insurance premiums have risen significantly over the last few years. To ensure you are getting value for money, we have worked with our partner PSC Mediprotect to negotiate a new Professional Indemnity insurance policy underwritten by A-rated global insurer AIG. The new policy is more competitive for us in the current climate and is a combined Professional Indemnity and Public Liability ($20 million coverage) policy. Importantly, your Professional Indemnity insurance remains with ADAQ, and you will continue to have retroactive cover, as outlined in your current policy.

A DAQ D E N TA L M I R RO R

T H E W O R K O F A N A D A Q P R E S I D E N T I N 2023

The question I’ve been asked the most this year is what does the President do. When I became President in November last year, the question I was asked the most was what I want to achieve in 2023. To me, these two questions are related.

In my first President’s address in December 2022, I wrote that “leading the Association is not a solo sport and success requires teamwork. It is less about what I want and more about what will best support members and the entire Dental Team to look after the community that the profession serves. It is also about shaping the profession so that the future generations will be proud to join it and for the right reasons”. Having been in the job for over six months now, I feel even more strongly about this.

First and foremost, the President’s job is to represent the Association and its members, you. I thank members for writing to me to offer words of support and to suggest actions that ADAQ could take. It is this engagement that helps to steer the direction of our Association and to shape the profession.

As ADAQ Council is legally the Board of Directors for the Association, the other important job of the President is to lead the Board in discussions to make decisions in the best interest of the Association. It is also the President’s role to represent and advocate for the Association and the wider profession.

Some of you may be thinking, that’s all well and good but that’s all a bit vague. So, let’s talk specifics. I cannot cover everything I’ve done as President thus far so I have selected a few things that will give you an idea of what our Association has been doing. Please keep in mind that it is because of the hard work, dedication and passion of the entire ADAQ team that I am able to perform my duties as President.

S U B-B R A N C H E S

I’ve had the pleasure of visiting multiple Sub-Branches including Cairns, Gold Coast and Ipswich. I’ve also had the pleasure of addressing the Toowoomba Sub-Branch via Zoom. Unfortunately, due to clashing commitments, I was unable to partake but other members of Council and our CEO, Lisa Rusten, attended in my stead. There are plans to address the Kingaroy Sub-Branch later in the year. More important than my visits are the behindthe-scenes work that has been done to revive Sub-Branches.

As a result, many held meetings for the first time in a long time this year. There have also been Sub-Branch meetings in Rockhampton, Bundaberg, Mackay, the Sunshine Coast and Townsville.

It is my strong desire to see regular Sub-Branch meetings and for them to become opportunities for CPD and networking for regional members in the same way study clubs and societies are for city members. I’ve had phone conversations with leaders of various Sub-Branches who share this vision.

S P E C I A LT Y S O C I E T I E S

I have always believed that for our profession to maintain its standards, our specialty societies must thrive and flourish. To this end, I reached out to the Australian Society of Periodontology (Qld), the Australia and New Zealand Society of Paediatric Dentistry (Qld), the Australian Prosthodontic Society (Qld), the Qld branch of the Australian Society of Endodontology and the Australasian Osseointegration Society Limited (Qld) to gather information about each society and how ADAQ members can join.

As a result, the first guide to specialty societies in Qld was published, and is available at Bite Club Directory. I encourage you to read it and to share it.

F U T U R E O F D E N T I S T RY

I was honoured to be a guest speaker at the Griffith University Dentistry Graduands Celebration in December last year. It is important to welcome the newest members of our profession and make them feel part of it. I also enjoyed providing dental students (amongst others) advice as a panellist at UQ’s Industry Networking Breakfast as part of Employability Week 2023. In May, I also addressed the 4th year dental cohort at JCU, where I spoke about professional values and clinical leadership. It is important to mentor the next generation of dentists.

G OV E R N A N C E C O M M I T T E E S AND BOARD MEETINGS

To ensure the strong governance of our Association, I have been in multiple meetings for the Finance Audit and Risk Management Committee, the Remuneration Committee and the Asset Management Committee. I've chaired three board meetings in February, April and June. It is at these board meetings that Council decides to not increase membership fees and to endorse initiatives to help members. There are some exciting initiatives to be announced soon.

made to dental practitioners under the relevant contractor provisions. This invaluable advice was disseminated through my April monthly email update and on the ADAQ website.

Furthermore, we wrote to the state Treasury and Revenue Office, specifically seeking an extension of the moratorium granted to medical general practices to dental practices. ADAQ will continue to keep members up to date with further updates.

I present this matter as a prime example of the diligent work carried out by our Association on behalf of its members. Although it may seem on the surface that there is only a document containing general advice and a letter to the Treasury and Revenue Office, the sheer magnitude of effort invested to achieve an outcome the Board is comfortable with is substantial. It is for this reason that, since becoming President, I have received around 900 emails in my ADAQ account, excluding spam mail, while having sent around 600.

Q U E E N S L A N D PA R L I A M E N TA RY I N Q U I RY H E A R I N G

In line with our profession's responsibility, and thus our Association's, it is imperative that we actively advocate for sound public health policies. With this objective in mind, ADAQ took a proactive step by submitting a comprehensive response to the Queensland Government's Parliamentary Inquiry, aimed at curbing the prevalence of e-cigarette usage within the state. As a result, ADAQ received an invitation to participate in the public hearing, affording me the privilege to represent Queensland dentists as a witness and lend a voice to our cause.

F I N A L T H O U G HT S

I hope the aforementioned has further cemented your decision to renew your membership and perhaps to recommend a friend or colleague who isn’t a member to join. I hope you have also enjoyed getting a sneak peak in to what an ADAQ President in 2023 does.

NETWORKING

Being President has also afforded me the opportunity to meet with people I wouldn’t otherwise have, including Ahpra representatives, the Chief Dental Officer, and representatives from AMAQ and the Pharmacy Guild. It is important for our Association to build relationships with other stakeholders. An example of this is regarding Ahpra notifications. I’ve seen how if an ADAQ member is experiencing delays to resolve an issue, our Assist team is able to help expedite the process because we have a connection with the Ahpra team members.

I’ve also had meetings and phone calls with our federal colleagues and Presidents from the other branches. It is paramount for our Association to foster robust relationships with our counterparts across different jurisdictions. We’ve also taken the opportunity to help other branches when requested as it benefits the profession as a whole.

PAY R O L L TA X M AT T E R

For the benefit of members, Council sought comprehensive independent legal counsel, focusing specifically on the intricate aspects concerning the applicability of payroll tax to payments WINTER 2023

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IT'S TIME TO RENEW WITH ADAQ RENEW YOUR ADAQ MEMBERSHIP NOW! WHY RENEW WITH ADAQ? Regulatory Updates Exceptional rates for professional Indemnity Insurance

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IF YOU HAVE ANY QUESTIONS OR NEED ASSISTANCE WITH RENEWING YOUR ADAQ MEMBERSHIP, PLEASE CONTACT MEMBERSHIP@ADAQ.COM.AU OR CALL 07 3525 9866 AND SPEAK TO THE ADAQ TEAM.

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NEW GRADUATES

VALUE OF MEMBERSHIP

ADAQ SUB-BRANCHES

9 Your step-by-step guide to starting your career in dentistry.

Belonging to the community

9 New Graduate checklist 9 New Graduate Handbook

MEMBER ASSISTANCE PROGRAM ADAQ COMMITTEES

LIFESTYLE BENEFITS 9 Buying a Car 9 Gift Cards 9 Health $ Beauty

9 Other Categories to choose from experience, and goodwill.

9 Fitness & Sports

9 Committees are formed by Council to act in an advisory capacity to assist Council in meeting the needs of the Association and its Members.

Committee Convenors are appointed by Council.

9 With Queensland being so spread out, Sub-Branches are a great way to connect with your local dental community.

9 Sub-Branches are open to ADAQ Members from the surrounding geographical area. Through regular meetings, CPD activities and social gatherings dental professionals in these communities help create a local support network.

9 If you are a newly graduated dentist, experienced practitioner or new to the area, a Sub-Branch community can help you stay connected with the profession and meet likeminded peers.

9 Committees have no executive authority and may not act independently unless approved by Council.

9 All ADAQ Members are eligible to apply to serve on committees, with nominations taking place every two years.

STUDENT EVENTS

9 Dining

9 Preparing you for the Profession

9 Business & Services

9 VIVA Prep 9 ADA Federal HR information

DENTAL TEAM ACCESS ADA FEDERAL RESOURCES 9 HR Advisory Service Hub 9 Pharma Advice

ADAQ MENTORING PROGRAM

9 Communication & Record Keeping

ADAQ access for the dental team is available to dental prosthetists, oral health therapists, dental therapists, dental hygienists, dental technicians, practice managers, and dental assistants.

You must be employed within a practice in which a dentist is a financial Member of ADAQ. If you are a dental technician or prosthetist, you must have support of a nominated dentist who is a financial Member of ADAQ.

9 Pick up new skills and clinical tips from experienced dentists, who are eager to pass on their experience to new members of the profession.

9 A mentoring relationship is one that is built on trust, in which there is an exchange of knowledge, experience, and goodwill.

A DAQ D E N TA L M I R RO R

WINTER 2023

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HOW TO MANAGE A COMPLAINT

BY LARISSA ALDERTON & ELEANOR GILMORE ADAQ COMPLIANCE & ADVISORY SERVICES

ADAQ Compliance and Advisory Services: How ADAQ can help you

The members of the ADAQ Compliance and Advisory team have compliance and complaints management experience to support you in your profession. We understand that when things go wrong, it is crucial to have a supportive and trusted team always on hand to listen and able to advocate for you and your profession.

The team can support you with customised compliance and regulatory advice on a range of topics including: •

Patient complaints

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Professional indemnity insurance, including claims management

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Ahpra and OHO matters

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Medicare and health fund audits

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General advice on your requirements as a dental practitioner

Below is some general advice to help you understand the process when a complaint, audit, or claim arises and provides some tips to help you manage these issues in the first instance.

D E A L I N G W I T H PAT I E N T C O M P L A I N T S

We recognise that dealing with a patient complaint can be a highly stressful situation where you may require additional support. The Compliance and Advisory Team are available to provide advice, support, and assistance to members who have received a patient complaint. We recognise the importance in managing patient complaints effectively and in a timely manner to prevent an escalation of the complaint or a formal claim being made against you.

There are a few steps you can take from the outset to help manage the complaint, so it does not escalate: •

Acknowledge the complaint and demonstrate empathy, recognising that the experience for the patient may not have been a positive one. This is not an admission of fault.

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Reassure the patient you will try to find an outcome to the issue raised. Remember you don’t need to resolve any complaint on the spot, however reassuring the patient you are taking action can prevent them from escalating the matter.

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Call the ADAQ Compliance and Advisory team for advice, support, and assistance. The team can discuss your options with you, notify your professional indemnity provider if your policy is through ADAQ and review any draft correspondence you choose to send to the patient.

The Compliance and Advisory team also provides advice to the general public when they have concerns about dental treatment received. We regularly speak to patients in an attempt to alleviate their concerns and are able to mediate disputes between patients and dentists if they arise.

to post on Google to address the issues raise while avoiding entering into an unproductive communication; and drafting a ‘cease and desist’ when the patient continued to leave negative comments online.

While these steps didn’t prevent the Google review from being posted, they did assist in mitigating the impact of the Google review and prevented further comments from the patient.

R E S P O N D I N G TO R E G U L ATO RY N OT I F I C AT I O N S

Patients can also complain to Office of the Health Ombudsman (OHO) and Ahpra.

The OHO has a local resolution team and will generally retain and manage complaints of a financial nature, or where a patient is dissatisfied with treatment and there is no obvious question around the appropriateness of the treatment provided. This local resolution process allows the OHO to try and mediate a resolution between a practitioner and patient. However, the OHO cannot force either party to undertake any action such as issue a refund.

Where a complaint raises issues about the appropriateness or standard of clinical care or raises issues that may amount to unprofessional conduct, the complaint is generally referred to Ahpra. Complaints to Ahpra may also relate to informed consent, communication, or professional boundary issues. When a complaint is referred to Ahpra, you will receive a letter advising you of the nature of the complaint and providing you with an opportunity to respond to the complaint. This is your chance to provide your side of the story and is also where your clinical records play an important role in evidencing the clinical case.

Your clinical records will confirm the nature of the examination you performed, your diagnosis, the options you discussed with the patient and the risks you made them aware of. Your notes will also outline the treatment you provided and any post-op instructions.

The Dental Board of Australia has issued standards and guidelines which contain the expectations that registered health professionals must meet. Complaints are generally assessed against these. We recommend you review these standards and guidelines regularly.

Once the dental board have reviewed all the material, they will make a decision. Ahpra reported 725 notifications lodged in the 2021/2022 period, which is up 4.2% from 2020/2021 and equates to approximately 3.9% of the profession in Australia. 9.5% of the notifications resulted in Ahpra deciding to impose conditions on a practitioner’s registration, while 50.2% of the complaints had no further action taken. Ahpra provide further information about how they manage concerns here:

CASE STUDY #1 Dr Molar called the ADAQ Compliance & Advisory team as a patient had left a negative Google review online. Dr Molar reported he saw the patient for a examination, however reported the patient had made comments around over charging, poor infection control and clinical incompetence in the Google review. Dr Molar wanted advice about how to manage this matter as he felt it was defamatory.

The Compliance and Advisory team provided general advice about managing a negative google review, including drafting a response

A DAQ D E N TA L M I R RO R

WINTER 2023

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12 R E S P O N D I N G TO A M E D I C A R E O R H E A LT H FUND AUDIT

Medicare and Health fund audits are another stressful and timeconsuming process that the Compliance and Advisory team can assist members to navigate. Due to the variation in terms and conditions of different health funds, the Compliance and Advisory team can assist with simplifying these complexities.

In the first instance, upon a request being made by a health fund or Medicare, it is appropriate to provide them with a copy of any clinical records requested. Record release authority is not required for a Medicare or health fund audit as, by virtue of their terms and conditions, the patient has already ‘agreed’ to share this information.

In most cases no further action is taken after an audit as they are just verifying the treatment was provided. Issues generally arise when a dental practitioner is unable to provide sufficient evidence to support the services they provided. When that occurs you may be requested to pay that benefit back or, in more serious cases, you may have your Hicaps access or claiming rights suspended or cancelled.

CASE STUDY #2 Dr Incisor received a notification from Ahpra advising her a complaint had been made in relation to dental treatment provided to a patient, namely a dental crown. Dr Incisor had never received a complaint before and was unsure how to respond. She contacted the ADAQ Compliance and Advisory team who provided guidance through the process and assisted with her response to Ahpra.

On review of the response and clinical records provided, Ahpra found the treatment provided was to the expected standard.

However, they did find the Dr Incisor’s clinical records were insufficient and did not meet the Board’s expectation. As a result of this, the Board imposed conditions on Dr Incisor’s registration that required her to undertake 4 hours of CPD around record keeping.

The Compliance and Advisory team provided her with advice and assistance in nominating a course of education and then requesting removal of the conditions on completion. The team also were able to provide Dr Incisor with resources so she better understood her obligations around record keeping to help avoid a similar complaint from arising in the future and to ensure she is practising to the expected standard.

M A N A G I N G A P I I N S U R A N C E C L A I M/N OT I C E OF DEMAND

The Compliance and Advisory team support and advocate for dentists in the area of PI insurance claims. If a dispute is not resolved amicably or if an incident did result in costs, a formal claim can be made against you for compensation. A claim may be covered by your Professional Indemnity (PI) insurance and the Compliance and Advisory team can provide assistance with this.

PI Insurance is a mandatory requirement for your Ahpra registration and provides you with financial protection if you are required to pay compensation arising from a complaint. Your PI insurance may also cover the costs to defend a claim that is made against you.

A DAQ D E N TA L M I R RO R

A claim is made when a patient makes a demand, written or verbal, for a sum of money. You may also receive a formal written notice under the Personal Injuries Proceedings Act (PIPA Notice). If you receive a PIPA Notice, there are strict timeframes to respond and we recommend you notify ADAQ or your insurer as soon as possible. We can notify your insurer on your behalf to commence the process if you are insured through ADAQ.

Another common issue that arises during audits is in relation to record keeping and the use of item numbers. The general expectation is that your clinical records will comply with the Board’s requirements and claims need to be in accordance with any agreed upon terms and conditions. The Compliance and Advisory team can provide you with advice and guidance around your requirements; as well as assist you with responding to audit requests.

Once a claim is lodged to your insurer, they will review and assess the claim. In order to assist the assessment of the claim, a peer opinion on the matter may be required. The Compliance and Advisory team can facilitate this through its peer panel which is comprised of experienced general dental practitioners and specialists. The peer panel generally assist with complex clinical issues to identify the strengths and weaknesses surrounding a patient claim and usually done anonymously.

Most PI claims are managed in-house at ADAQ under the instruction of the insurer. This means ADAQ can support you through the whole process from start to finish. For claims that require independent legal assistance, ADAQ works closely with several law firms who can provide legal assistance under the policy.

ADAQ offers members access to PI insurance specific to the profession and at favourable premiums. You can find out more or request to purchase a policy through the ADAQ website here:

THE ADAQ COMPLIANCE, ADVICE AND POLICY TEAM CAN BE CONTACTED AT ASSIST@ADAQ.COM.AU. Please get in touch if you have any questions around your regulatory obligations or require assistance with a complaint, notification or claim.

WINTER 2023

MEMBER ASSISTANCE PROGRAM (MAP) As part of our commitment to members, we have partnered with Workplace Wellness Australia, an independent support service, to provide you with a range of wellness services.

ELEVATE YOUR SKILLS. ENHANCE YOUR PRACTICE. EXPLORE ADAQ CPD. Support your career growth.

Build clinical skills.

Discover the latest techniques and technology.

24/7 access to the Member Assistance portal 9 Informative and practical well-being resources

Fulfill your regulatory obligations.

9 Topical fact sheets and podcasts 9 Confidential self check-ins

Provide better patient outcomes.

9 Links to well-being services in the community

Learn from experts in the profession.

A monthly wellness calendar covering various well-being topics VIEW COURSES

Acess to three confidential counselling sessions from Workplace Wellness via 1300 326 350 support line Counselling by highly qualified professionals. Confidentiality standards are maintained on behalf of all members and no identifiable information in provided to ADAQ.

MEMBERSHIP@ADAQ.COM.AU

ADAQ.ORG.AU/MAP

ADAQ.ORG.AU/CPD

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DESIROUS OF BEING ELECTED A MEMBER OF ADAQ?

HERE ARE SOME EXAMPLES OF POCKET S Y L L A B I F O R YO U R C U R I O S I T Y:

ALESSANDRA BOI | PROJECT & POLICY COORDINATOR

So were these colleagues and students from the early years of ADAQ and its predecessor, The Odontological Society of Queensland: Image Syllabus 1958. Cover and back. Note the yearly President’s At Home Function among the social and sporting events. It was a formal event hosted by ADAQ’s ‘First Lady’.

Image Odontological Society of Queensland – Forms of proposal for membership – 1913 and 1915.

Image Syllabus 1937 – cover & back. ‘We want every ethical dentist in the State as a member’.

Image Syllabus 1958 – Program

D I D YO U K N O W? Image Alfred A. Rippingale’s ADAQ Student application form, 1939. Rippingale completed an Industrial High School course in Townsville, and later was accepted by the University of Queensland dental school.

Dr Hector G Jones, who wrote about ADAQ’s history in the 1960s, poignantly noted that all past members of this association have made their contribution, notable or small, to the welfare and progress of the profession, for the ‘welfare of the public, and for their own benefit and livelihood at the same time’.

‘The members of today have in their care what has been handed on to them by their predecessors, and today’s members will hand on to posterity what has been achieved in their day’, further commented Jones, after sifting through over fifty years (at the time) of meeting minutes and organisational records.

What did it mean to be a member of the dental association?

Apart from the formal meeting minute records, we can look into past programs, newsletters and forms, and of course the educational activities advertised to members at the time.

A DAQ D E N TA L M I R RO R

The language has obviously changed, a lot of formality has been dropped – thankfully – over the decades. We will never ask you if you’re desirous of joining up, only need proposer and seconder names if you are nominated for an award, we are not keen on hosting gentlemen’s sailing days, and don’t organise medicos vs dentists golf or cricket tournaments (we could if you asked…).

However, our CPD courses are still delivering the latest knowledge in the field throughout the state, you get a stylish pair of socks, and we look after your professional life including when ‘claims happen’.

Before websites, ADAQ activities were listed in a pocket-sized Syllabus, designed to fit in one’s wallet. I guess we came full circle with ADAQ being in your pocket, with all membership resources being available online through your mobile phone.

Image Syllabus 1937 – Program. On the CPD menu: ‘table clinics’, resins, aesthetic dentistry, evolution theory and a moving picture in technicolour on nitrous oxide and oxygen. Note the presentation by Vacuum Oil Co Ltd., later Mobil Co., the first oil business to establish in Australia.

DISCOVER MEMBER BENEFITS AT THE MUSEUM OF DENTISTRY

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Membership for first year graduates has been free at ADAQ since 1931.

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Interprofessional collaboration was high on the agenda since the early 1930s: for example, members of the Institute of Optometrists co-organised a meeting and lecture with ADAQ in 1932, on the subject of: Dental Sepsis in relation to Ocular Disease.

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Queensland dentists were able to enjoy a dedicated ‘Defence Cover’ scheme from the start. Inherited at the beginning of incorporation as a separate membership to a Defence Society, through the Odontological Society, the scheme was subsequently established as a fund covered through the annual fees.

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In 1951, there was an address on ‘Fluoride Therapy’ for the control of Dental Caries. It was the first time fluoridation was discussed with branch members, although sodium fluoride was ‘part of a dentist’s armamentarium some time before this’.

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In 1950, a member poll identified Prosthetics (Full Dentures) and Radiography as the most needed ‘post-graduate courses offered by the ADAQ. Six lectures for each course, held after dinner (7 to 10 pm), were delivered in Brisbane and in regional centres through the eight Sub-branches active at the time.

Spots were very limited, and participants paid £3.3 and £4.4 respectively.

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ADAQ fees were consistently lower than the NSW counterpart, and in the early fifties hovered around £8.8 (the equivalent today would be $409). For comparison, members paid over £10 without access to defence cover and branch journal.

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Membership numbers 70 years ago: 432, with about 100 dental students.

Today, ADAQ has passed 3000 members.

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There was a special category for ‘Dentist Wife of a Member’, which in 1958 paid half the full fee for City Members (see Image 5). Country and governmentemployed members also paid lower fees.

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On 19 October 1991, the first ADAQ video conference was broadcast to 40 regional centres. It was a course on Infection Control in General Dental Practice taught by Dr Neil Savage.

700 members participated. It cost the association about $6000 to deliver CPD in this new format, the equivalent of $ 14k today. In the era of HIV and Hepatitis scares, a Standing Committee on infection control provided much needed education and advice to members, just as the government established a Health Rights Commission, with a watchdog brief specifically on waste disposal and infection control matters. The Infection Control courses have become an iconic part of ADAQ’s CPD offerings.

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Professional Indemnity Insurance: Looking for a professional edge?

Branch newsletters were often sent to non-members to encourage them to join the Association.

In the 1960s and 1970s, tapes and films were circulated through an ADAQ library service. It was often the only way regional dentists could keep up to date with advances in dentistry. According to Jones’ history: ‘there could be no doubt that country members realised that their benefits from membership were practical and educational’.

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In the 1980s, a gossip column titled Scuttlebutt was briefly included in the ADAQ Newsletter: it featured old style wedding, family and travel announcements, and other happenings from members in a humorous key.

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At the Brisbane Expo ’88, ADAQ campaigned about oral health and the use of mouthguards to prevent sports injuries. The display ‘Promoting Dental Health and Fitness by Prevention of Sports Injuries to the Mouth’ was in the plaza next to the State Pavilions. We also coordinated emergency treatment services at the First Aid Centres, to look after athletes and visitors.

A DAQ D E N TA L M I R RO R

Image Branch newsletters were often sent to nonmembers to encourage them to join the Association

Image ADAQ at World Expo 88, from Newsletter November 1988.

ADAQ has partnered with PSC Mediprotect to bring our members ProfessionalEdge – Professional Indemnity and Public Liability insurance for dental professionals provided

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ADAQ and AIG believe cover should be about more than just claims.

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20 cases, lower socio-economic footprints so the viability of say, mixed billing or private billing or more diversified offerings of optin type services, tends to be harder.

HOT PROPERTY FROM OUR PARTNER – BOQ SPECIALIST

Just because more commercial properties have become available in and near big cities since COVID forced many CBD businesses to close, that doesn’t necessarily mean such sites are where you should locate your healthcare practice.

“The difficulty in more affluent areas closer to town is the old money that tends to hold commercial property doesn't really feel the difficulties of economic downturn. It's not like the residential space where you're geared to 80 per cent or 90 per cent and using negative gearing to help offset costs. Most of the commercial property owners out there are generally sitting on asset with no debt. So while it's frustrating for them, it's not a financial problem when they haven't had any income coming in.”

YO U R P O I N T O F D I F F E R E N C E

The upshot of all this, Julian says, is that it would be unwise to let a commercial property strategy lead the timing of your business strategy. “If you do that, you’re trying to pick the market,” he says, “and I don’t think you’ll ever find a time when high-quality commercial properties are selling cheaply.”

He adds that the property required for healthcare is always hard to obtain because it generally requires a certain footprint, accessibility, age, ease of conversion, and access to parking.

“It's always a tough property to find because it's always a more premium property in that particular catchment that you're looking at than the average,” he says.

Much wiser is to let your offering guide your business strategy, then look for something that suits, rather than a particular area.

“If you're doing a very general offering that doesn't have a real X factor, then the greenfield option tends to be the best because it's purely based on a ratios analysis that there's a big population without a doctor or a dentist.

“What we're seeing in the fringe areas is a more diversified offering. It might be a health hub, or it might be that there's very specialised unique services for a certain demographic, population catchment, or gender. It’s now more about a deeper competitor analysis that's required to overlay or integrate into the location strategy. Because I think any doctor, dentist or vet will say there's always going to be a competitor near where they set up these days. It's very hard to find an area that's pure, or has no competition, so it's really about what does that competition do and how you differentiate from them.”

Every crisis is also an opportunity, according to the old saying that has been attributed to everyone from Albert Einstein to Winston Churchill. When the pandemic lockdowns forced many CBD businesses to close, it looked like a great opportunity for healthcare practitioners who wanted their own place in the city.

Unfortunately, it wasn’t.

“What really happened is that a lot of demand pushed from the CBDs out to the suburbs,” explains Julian Muldoon, director and founding partner of 1Group Property Advisory. “The fact of the matter is that most of the suburbs don't have enough commercial property available to deal with the growth in demand for services within middle ring and outer suburb areas.”

Julian says the CBD commercial property sites that are struggling with vacancies tend not be the ones favoured by smaller medical or dental practices. Even strata offices fared well in the pandemic, as interest rates were low and cash was plentiful.

A DAQ D E N TA L M I R RO R

“Generally, the economy is doing really well,” Julian says.

“Businesses still need to have a physical presence. It's very hard to be a 100 per cent virtual business, especially if you're scaling and growing, trying to define a culture, and attract talent. So from that point of view, commercial property remains a linchpin for a business’s location, strategy, and identity.”

FRINGE DWELLERS

With former CBD businesses competing for premium spaces in the city fringe areas, healthcare businesses who wanted a spot close to the city for the convenience of seeing the working population as well as locals, have found themselves being pushed further and further out.

“You are tapping into a higher affluence in those fringe markets,” says Julian. “I'd say most of the opportunity sits in large greenfield areas, which have got significant population growth, and lots of construction happening. But they tend to be, in some

TO FIND OUT MORE WAYS WE CAN HELP YOU WITH THE PURCHASE OF YOUR PRACTICE, CONTACT ONE OF OUR FINANCIAL SPECIALISTS TODAY ON 1300 160 160 OR VISIT OUR WEBSITE AT BOQSPECIALIST.COM.AU.

I'd say most of the opportunity sits in large greenfield areas, which have got significant population growth, and lots of construction happening.”— Julian Muldoon, 1Group Property Advisory

Disclaimer – The issuer and credit provider of these products and services is BOQ Specialist – a division of Bank of Queensland Limited ABN 32 009 656 740 AFSL and Australian credit licence no. 244616 (“BOQ Specialist”). Terms, conditions, fees, charges, eligibility and lending criteria apply. Any information is of a general nature only. We have not taken into account your objectives, financial situation, or needs when preparing it. Before acting on this information, you should consider if it is appropriate for your situation. BOQ Specialist is not offering financial, tax or legal advice. You should obtain independent financial, tax and legal advice as appropriate.

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ADAQ EVENTS CALENDAR 2023

Plan out the rest of your year with our new courses and courses brought back by popular demand.

Scan the QR codes with your mobile device to view the course page and register.

S C A N TO LEARN MORE

JULY CPD BUNDLES OHT bundle

Oral surgery bundle

JUNE

17

First Aid and CPR Upgrade

17

Perio Series Conservative Periodontal Treatment

11 Informed Consent Getting it Right

13 Advanced Local Anaesthetic

Image Fatigued, Fragile and Fractured Teeth

14 How to Integrate Dental Sleep Medicine into your Practice

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Intermediate Implant Prosthetics

Relative Analgesia MACKAY

Restorative Management Strategies for the Geriatric Patient

A DAQ D E N TA L M I R RO R

5

Masterclass in Oral Pathology

30

Image In-house Milling

S C A N TO LEARN MORE

19 Pulpotomies and Stainless-Steel Crowns

Image Fatigued, Fragile and Fractured Teeth

WINTER 2023

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S C A N TO LEARN MORE

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Ready! Set! Prep!

Masterclass in Crown Prep

Fibre Reinforced Composites in Daily Dental Practice

22 Extra-Oral Radiography and Cone Beam Pre-Licensing Course

Image Oral Surgery: Module 1

Photography and Digital Record Keeping

25

Oral Surgery – Module 1

Oral Surgery – Module 3 - Wisdom Teeth

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Oral Surgery – Module 2

Nitrous Oxide and Oral Sedation

AUGUST

SEPTEMBER

Laser Training: Pre-Licensing Course

Botulinum Toxin and Intraoral Dermal Fillers-Therapeutic Use

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13

Diagnosis and Management of Temporomandibular Disorders

A DAQ D E N TA L M I R RO R

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Image Oral Surgery

S C A N TO LEARN MORE

Image In-house Milling

09

Injection Moulding Techniques in Everyday Dental Practice Image In-house Milling

WINTER 2023

26

CPD EVENT GALLERY

View details of the programme on our website and register now.

world-dental-congress.org A BEGINNER'S GUIDE TO IN-HOUSE MILLING 3rd Mar 2023

I honestly loved this course. I loved how it was a small sized group! Allowed to ask lots of questions (even if silly).

Hoping Mitesh and Lyndon can run the course again or do a more extensive/ advanced course!

ORAL SURGERY MODULE 1 3rd Feb 2023

The course was a perfect introduction to doing surgical exos My learning is enhanced with this course Amazing course! Loved the hands on component. Looking forward to Module 2!

Very informative and excellent course.

READY! SET! PREP! MASTERCLASS IN CROWN PREP 30th Sep 2022

An excellent course to refine your skills in tooth preparation whilst helping maintain good posture.

Thank you ADAQ for organising this useful course. It is really helpful and informative.

The speaker was very professional and helpful.

A DAQ D E N TA L M I R RO R

This is a great refresher course for new grads wanting to boost their confidence in crown preps!

NETWORK WITH THE WORLD With an expansive 25,000m² exhibition and numerous social opportunities happening across the city to cater for everyone’s needs. The FDI World Dental Congress provide the perfect chance to learn, share and network with pioneers of the dental industry from across the globe.

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SUMMARY DISMISSALS IN THE WORKPLACE ADA HR ADVISORY

Summary dismissal, also referred to as an immediate termination, is where an employee is dismissed from their job without notice or pay in lieu of notice. While considered a suitable course of action in certain circumstances, summary dismissals can carry significant risks and may have a profound impact on remaining staff within the practice. This article will explore the risks and considerations associated with summary dismissals and provide guidance on how to handle the effect on remaining employees.

Just because more commercial properties have become available in and near big cities since COVID forced many CBD businesses to close, that doesn’t necessarily mean such sites are where you should locate your healthcare practice.

Risks associated with a summary dismissal can include claim risks, financial consequences, and reputational damage to the dental practice. Circumstances that constitute serious misconduct and may allow for a summary dismissal could include theft, fraud, assault, sexual harassment or where an employee causes imminent risk to the health and safety of others.

Due to the nature and severity of this type of a misconduct, dismissing an employee immediately and with no notice is likely to be more appropriate and carry less risk. Comparatively, where an employee is dismissed summarily for reasons other than serious misconduct and without consideration for procedural fairness, this could constitute an unfair dismissal, discrimination or general protections claim risk, and result in significant legal ramifications and costs for the practice. Summary dismissals may result in a loss of productivity as other employees within the practice become distracted or demotivated by the sudden termination of their colleague. This can have a ripple effect on the overall morale and culture of the practice, potentially leading to increased turnover and a requirement to inject more time and financial support into recruitment initiatives.

When considering a summary dismissal, practice owners or managers should take several factors into consideration. Firstly, they should ensure that the employee's behaviour or performance has been clearly documented and communicated to them, giving them an opportunity to improve on the identified misconduct.

It is important to ensure that the dismissal is not based on discriminatory reasons such as race, gender, or age, as this can open the practice to additional claim risks. Practices should also consider whether less severe disciplinary action, such as a written warning, would be more appropriate before resorting to summary dismissal.

they were not aware of the reasons for the dismissal. Employees may also feel a sense of loss if they were particularly close to the dismissed employee, which can impact upon their productivity and engagement. Practice owners and managers should take steps to mitigate these effects by communicating clearly with remaining staff, addressing any concerns or questions they may have, and providing support and counselling if necessary.

Practices should aim to strike a balance between upholding the privacy of the dismissed employee, while adequately informing remaining employees and reiterating conduct expectations.

One effective way to manage the impact of summary dismissal on remaining employees within the practice is to hold a team meeting or briefing. This can be used to inform employees of the dismissal and any steps that can be taken to prevent similar incidents in the future. This can help to provide clarity for employees, as well as actively demonstrate that the practice takes employee concerns seriously. Practice managers or owners should also be prepared to answer any questions or concerns that employees may have, and to provide support or counselling if necessary.

Overall, summary dismissals can be risky and a potentially damaging course of action for practices. While necessary in certain circumstances, practices should carefully consider the risks and take steps to mitigate the impact of summary dismissals on the remaining workforce. By following proper procedures and communicating clearly with employees, practices can avoid claim risks and ensure staff feel well-supported.

For more information on this article please call the ADA HR Advisory Service on 1300 232 462.

If the practice does decide to proceed with summary dismissal, they should follow proper procedures and ensure that the dismissal is communicated clearly to the employee. It is important to invite the employee to a meeting and allow them to have a support person present whereby the serious misconduct and dismissal can be discussed. Following this meeting, the employee should be provided with written confirmation of their dismissal, including the reasons for the dismissal and any entitlements they may be owed (this could include unused annual leave accruals). This can help to mitigate claim risks and ensure that the employee is not left confused or uncertain about the reasons for their dismissal.

The impact of a summary dismissal on the remaining employees within the practice can be significant. Employees may feel anxious or uncertain about their own job security, particularly if

DISCOVER MORE ADA RESOURCES

Practice owners or managers should ensure that the employee's behaviour or performance when considering a summary dismissal.

A DAQ D E N TA L M I R RO R

WINTER 2023

9 Federal Budget Outcomes to Consider for You and Your Practice

By Angela Jeffrey, Director 1. Get your compliance in order The ATO is focusing on high value debts over $100,000 and debts more than 2 years old. These taxpayers should expect more robust debt collection activity, such as Director Penalty Notices (DPNs), Garnishees and further legal actions. It is important to ensure your tax lodgements are up to date and tax debts are being managed.

For businesses with turnover of less than $10 million, no late lodgement penalties will be applied for outstanding tax filings that are lodged before 31 December 2023. This applies where the original due date was after 1 December 2019.

Get in Touch Email:

2. Be energy efficient

Specialist advisors to the dental industry

angela.jeffrey@williambuck.com

SMEs with turnover of less than $50 million will be able to claim up to $20,000 additional depreciation deductions on assets acquired to support more efficient use of energy. Some examples of expenditure include: • • •

Tel: +61 7 3229 5100 LinkedIn: linkedin.com/in/angelajeffrey

Assets to upgrade to more efficient electrical goods Assets that support electrification Demand management assets

The FBT exemption for electric cars will continue, but the exemption for plug in hybrids will be phased out from 1 April 2025. Small businesses will also be eligible for a once off $650 offset on their energy bill.

3. Use the instant asset write off Temporary full expensing is available to all businesses with less than $5 billion in turnover. There is no cap on the cost of assets that are eligible, but the assets need to be held ready for use by 30 June 2023.

From 1 July 2023 to 30 June 2024 businesses with turnover of less than $10 million can claim a deduction for the cost of acquiring depreciating assets costing less than $20,000 each.

4. Manage your staff superannuation

Our experts in corporate finance, accounting, financial reporting and taxation have extensive knowledge, experience, and relationships within the dental industry.

We can assist with: • • • •

The Superannuation Guarantee rate will increase to 11% from 1 July 2023, then 11.5% from 1 July 2024 and finally to 12% from 1 July 2025. Payroll arrangements and cash flow forecasting will need to be revised to allow for this. From 1 July 2026, the timing of payment of superannuation contributions will change from quarterly to be aligned with the timing of the payroll.

William Buck is an association of firms, each trading under the name of William Buck across Australia and New Zealand with affiliated offices worldwide. Liability limited by a scheme approved under Professional Standards Legislation.9 Federal Budget Outcomes to Consider for You and Your Practice - Final | 1

• • •

General accounting, Bookkeeping, Structuring and Financial Reporting Starting and managing your practice Budgeting and Forecasting Taxation Advisory and Compliance Valuations Internal Audits, Controls Frameworks and Fraud Detection Strategic Planning, Benchmarking, Exit Planning and Retirement

For more information or to book a consultation, call or email us: P: (07) 3229 5100 E: qld.marketing@williambuck.com www.williambuck.com/industry/health/dentists/

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TRAINING AND PRACTICE CONSULTANCY TEAM SERVICES DAVINA BARKER | ADAQ

ADAQ’s dedicated Training and Practice Consultancy Team can assist you with increasing efficiency and compliance, reducing costs and improving overall practice performance. We offer a range of services to our Members and Non-Members throughout Queensland.

D E N TA L A S S I S TA N T T R A I N I N G

ADAQ Training is designed to provide practical, relevant, upto-date skills and teachings that help dental assistants reach the highest standards in knowledge, skill, and aptitude. We acknowledge that confident, encouraged, and well-trained dental assistants are essential to the profession.

ADAQ Training is set apart by our relationship and involvement with the dental profession. We know dentistry inside out. We understand the day-to-day of practice life, the regulations that dental teams must abide by and what makes a successful practice.

With learning materials and course work written and developed by leading dental practitioners including Emeritus Professor Laurence J. Walsh AO and Professor Ian Meyers OAM, we are committed to providing all dental assisting students with high quality training that meets the individual needs of each student as well as the profession.

In these times of increased workforce shortages, the difficulty in hiring and retaining well trained dental assistants seems to be a recurring issue for dental practices. Dental practices are finding that they are needing to incentivise dental assisting positions to attract and retain their staff.

Supporting recognised formal staff training is a known incentive when recruiting staff. Offering training to employees not only benefits the individual staff member, but the practice as a whole.

As a member of the ADA family - the peak professional body for dentists - and a registered training organisation, ADAQ Training is uniquely placed to deliver the highest standard of training to students.

ADAQ Training offers the following qualifications: •

HLT35021 Certificate III in Dental Assisting

•

HLT45021 Certificate IV in Dental Assisting (Dental Radiography)

•

HLT45021 Certificate IV in Dental Assisting (Student selected electives)

Delivering excellent care and treatment should be a priority for any dental practice, and a well-trained and qualified dental assistant plays a big role in the patient’s overall experience.

To enrol in one of our courses, simply click here

I N F E CT I O N C O N T R O L H E A LT H C H E C K

An ADAQ Training and Practice Consultant will come out to your practice and review the infection control processes, documentation and design of your clinical areas, providing you with feedback on the day and a follow-up report outlining recommendations and suggestions for best practice. Following this service, dental practices will often choose to have in-house infection control staff education and training.

I N F E CT I O N C O N T R O L S TA F F E D U C AT I O N A N D TRAINING

We also offer customised in-house staff training. Most practices organise a training session following their Infection Control Health Check so that training can be based on these observations.

Training can include up to date information on documentation for practice compliance, practical hands on demonstrations, review of the sterilising processes and procedures, and overall infection control compliance.

Improving job satisfaction and dental team morale

•

Improved skills and knowledge of role as a dental assistant

•

Increases the responsibilities and duties a dental assistant can perform

•

Improves the understanding of infection control compliance and workplace health and safety obligations

•

Encourages discussion around improvement ideas on workplace processes and policies

To assist practices in providing quality dental assisting training the Australian Dental Association (Queensland Branch) is a registered training organisation (RTO) (national provider number 30621), offering training to dental assistants in all states and territories Australia-wide.

A DAQ D E N TA L M I R RO R

Link to ADAQ Website for Practice Consultancy Services with pricing

A C C R E D I TAT I O N

ADAQ provides dentists with a range of accreditation information and support resources to assist with interpreting the requirements of the National Safety and Quality Health Services Standards (NSQHS Standards).

The major benefit of seeking accreditation for your practice is that it gives you a clearly-defined way of measuring how compliant you are with the many regulations and guidelines governing the dental profession, and a system through which you can continually improve how you operate.

You might also undertake accreditation: •

To improve the day-to-day running of your practice

•

As a way of measuring the effectiveness of changes to the way you run your practice

•

To reduce risk of incidents

•

To give you an effective way of marketing your practice

•

To demonstrate to your patients your commitment to safety and quality

For further information about Accreditation, please read through the Practice Accreditation information on the ADA website.

D E V E LO P M E N T I N F E CT I O N C O N T R O L D O C U M E N TAT I O N

ADAQ can assist in the development of infection control documents such as Infection Control Manual and Infection

Some of these benefits include: •

Control Management Plan (ICMP). There are pre-filled ICMP examples available free-of-charge to Members or Non-Members for the cost of $110.00. The pre-filled ICMP can be customised suit your own practice processes and procedures. To discuss the plan or receive a copy please contact the Training and Practice Consultancy team on 07 3252 9866 or email us: consultancy@ adaq.com.au

DR RUSSELL MCCLOY MCCLOY DENTAL CABOOLTURE (After recent visit from Sharyn) All of our team gained additional knowledge at the recent infection control update. I have to say that having you come to our practice and give our team 1 on 1 training (well 13 anyway) is so much more informative than having the team go to a generic course.

Having you tailor your presentation to our practice, and teaching what pitfalls to watch out for captures the team’s attention so much better than being in a room full of distractions. We greatly appreciate and thank you for your patience dealing with the questions, and making absolutely certain the team understood exactly what was happening before you moved on.

KYM, PRACTICE MANAGER LILLYBROOK DENTAL KALLANGUR (After recent visit from Sharyn) The Training Practice Consultancy Team has been instrumental in keeping our dental practice up-to-date with the latest Infection Control Standards. Davina, a Training and Practice Consultancy Team Member, delivered a highly professional and informative presentation at our Lillybrook Dental Surgery, which included an engaging demonstration involving the whole team. With her dental background, Davina provided invaluable guidance on troubleshooting, adjusting, and implementing the latest guidelines in our clinical environment.

We appreciate the support from Davina, who not only shared her expertise but also provided us with valuable links and resources to enhance our own Infection Control Policies for future reference.

JOIN YOUR PROFESSIONAL HOME Experience the evolution of dentistry, with a tour of Queensland's largest collection of dental equipment, art and objects.

Become a member of ADAQ today to gain access to a wide selection of benefits and discounts.

Contact us to book your guided tour adaq@adaq.com.au

Insurance & Regulatory

Clinical & Practice

9 Favourably-priced PI Insurance

9 Discounted CPD delivered by leading speakers

9 Insurance claims management* 9 Legal assistance & dispute resolution* 9 Regulatory advice & complaints assistance 9 Health Fund liaison & support

VIEW COLLECTION

9 50+ practice guides & resources 9 ADA HR Hub access – contracts, awards, & individual advice 9 Phama Advice hotline

9 Advocacy on policy that impacts the profession

9 Dental Assisting Training – train your staff with ADAQ

Career & Wellbeing

News & Communications

9 Mentoring program

9 Regular e-newsletters & communications

9 Free, confidential, qualified counselling via the Member Assistance Program (MAP)

9 COVID updates 9 Quarterly Dental Mirror magazine

9 Collegiality – build your network 9 Lifestyle benefits – big brand offers & discounts

ADAQ.ORG.AU/JOIN

*Insurance customers only

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WHAT HAPPENS WHEN A PATIENT MAKES A COMPLAINT TO THE OFFICE OF THE HEALTH OMBUDSMAN? ADAQ COMPLIANCE & ADVISORY SERVICES TEAM

In Australia, when a patient decides to make a formal complaint about a health service provider or health system, a health complaint organisation, also known as a health complaints entity (HCE) will be their primary point of contact.

Each state and territory has its own health complaint organisation. In Queensland, this is called the Office of the Health Ombudsman (OHO). The Office of the Health Ombudsman seeks to resolve concerns relating to health practitioners through mediation and conciliation processes. They can assist the patient and the health practitioner in multiple ways to resolve disputes.

Due to the diversity and individual nature of these disputes, the Office of the Health Ombudsman can choose from multiple avenues for the best course of action to deal with the complaint.

These common courses of action are explained below.

REVIEW OF THE COMPLAINT

3. Local Resolution Local resolution is another option that may be utilised as the appropriate approach for managing a complaint. This approach aims to provide clarity regarding any misunderstanding between the two parties. The OHO may contact the health practitioner to confer with them and aim to increase understanding regarding the issue at hand. The local resolution process may also involve putting both parties in contact with one another, so they may resolve the issue via open communication.

The dispute is considered resolved in a local resolution if both parties agree that either:

Initially, after a patient has made a formal complaint to the Office of the Health Ombudsman, they will decide whether this complaint can be taken further and what can be done with the complaint.

•

A sufficient explanation has been given

•

There is an agreement to change practice, policy or procedure

•

An apology has been given

•

Nothing further can be done

If the complaint is taken further, there are seven different courses of action that may be decided upon moving forward.

If there is still disagreement, the complaint will not be closed. The OHO will decide next whether they will take any further action, investigate it further or refer it to another organisation.

1. Assessment If the OHO chooses to approach the complaint by means of conducting an assessment, further information is sought from both parties in relation to the complaint. The information requested will be in the form of medical records and a response from the treating health practitioner regarding the complaint.

This information will allow the OHO to conduct an assessment to comprehensively understand each specific issue that the complaint is comprised of.

2. Referral to another state or federal organisation The OHO may choose to assign your complaint to another organisation and entrust them with finding a resolution to the complaint. Organisations such as a hospital, the police, the Crime and Corruption Commission, or a regulatory body such as Ahpra may handle the compliant.

In instances where the complaint is regarding a registered health practitioner, the OHO will direct the complaint to Ahpra. The OHO works jointly in collaboration with Ahpra to resolve complaints and if necessary, impose conditions on the health practitioner’s registration.

Ahpra will mostly be directly involved in the complaint resolution process for registered health practitioners, however, highly serious and critical complaints will be managed by the OHO and are not handled by Ahpra.

A DAQ D E N TA L M I R RO R

4. Conciliation The OHO may instead choose to approach the complaint by means of conciliation. Conciliation is a service that uses conciliators to facilitate the resolution of a dispute. The conciliator will support proceedings of the process, ensuring that a conciliation plan is put in place for both parties. This plan may involve both parties to discuss their concerns via teleconference, or another confidential form of communication. Anything mentioned during this process cannot be used in the court of law except when it is of public interest. Both parties must participate in the conciliation with good faith.

The complaint is considered resolved in a conciliation process if both parties agree to the same points noted under a local resolution accept that conciliation also takes into account whether an agreement has been reached for compensation.

If after the conciliation the complaint is not resolved, the OHO will consider the same courses of action as explained if a local resolution is not resolved.

5. Immediate action An immediate action may be put in place by the OHO for a complaint that has been made. This immediate action may involve applying restrictions on a practitioner for the safety of the public.

6. Investigation Formal investigations are chosen as a course of action for complaints that are highly serious. During an investigation, evidence can be gathered from anyone with details of the incident.

7. Referral to the Director of Proceedings Another course of action the OHO may choose is to direct the complaint to the Director of Proceedings. They can decide whether a complaint may be suitable for the Queensland Civil and Administrative Tribunal (QCAT). To determine suitability, the Director of Proceedings will consider a number of points. They will consider whether there has been remorse or understanding demonstrated by the health practitioner and if there has been a significant threat to public safety. They may also consider how serious a breach of standards or guidelines was by the practitioner.

H O W T H E A D A Q C O M P L I A N C E A N D A D V I S O RY T E A M C A N H E L P YO U – A C A S E S T U D Y.

Dr File saw his patient for the first time on the day he was due to have implant surgery. The patient had previously seen one of Dr File’s colleagues who had undertaken the initial consult and formulated the treatment plan. On the day of the surgery, the patient advised Dr File that he had clearance from his ENT specialist in relation to previous sinus issues.

•

Dr File discussed the risks associated with the surgery and had the patient sign a generic consent form, which was not specific to the treatment that he was going to be receiving.

•

During the surgery, fluid drained from the patient’s sinus.

Dr File ceased the procedure and the patient was referred back to see his ENT specialist prior to completion of the surgery. The implant surgery was later completed as well as the associated prothesis, which was completed by another practitioner.

•

The prosthesis fractured a few days after being inserted and the patient then made a complaint to the Office of the Health Ombudsman for investigation.

•

The complaint was referred to Ahpra where an investigation was undertaken. Ahpra examined the situation and the circumstances surrounding the unfortunate situation. A number of key issues were identified from this investigation.

Issues identified: Dr File relied solely on a treatment plan formulated by another practitioner and did not undertake his own assessment and diagnosis.

This practitioner failed to liaise with the specialist ENT •

There was a failure by the practitioner to keep adequate clinical records. The clinical records showed no documentation of risks discussed with the patient, nor did it show clearance from the ENT.

The consent form given to the patient was not tailored to the patient’s treatment and included no information about the specific risks involved.

for a minimum period of 12 months when undertaking the assessment and management of providing implants.

The practitioner was to also undertake education, including: •

4 hours on consent and record keeping (in relation to invasive/complex procedures)

•

4 hours on practitioner responsibility in all aspects of management and continuity of patient care

•

21 hours on assessment, diagnosis and treatment planning for implant dentistry, including theoretical aspects on the range, application and outcome of restorative and surgical procedures.

Dr File was also required to undertake an audit of practice within 2 months of successfully completing the education conditions in relation to: •

Consent (in relation to invasive/complex procedures) and record keeping

•

Assessment, diagnosis and treatment planning for implant dentistry, including theoretical aspects on the range, application and the outcome of restorative and surgical procedures, and the surgical placement of implants

•

Practitioner responsibility in all aspects of management and continuity of patient care

•

The practitioner was to also include at a minimum, 30 patient records

For Dr File, the circumstances that occurred while caring for this patient and the subsequent conditions that were imposed after the investigation was carried out were, understandably, highly stressful for him. Dr File reached out to the Compliance and Advisory Team at ADAQ who were able to assist and advise him with his responses for Ahpra. They also helped Dr File to fulfill his conditions by putting him in contact with an appropriate supervisor and educator for one-on-one education. ADAQ also referred Dr File to the Member Assistant Program (MAP) to ensure his well being during this stressful time and was there throughout the process, from start to finish, with advice and guidance.

If ever the need should arise during your dental career for advice and assistance relating to OHO, Ahpra or patient complaint matters, as a member of ADAQ, you can reach out to the ADAQ Compliance and Advisory team.

Our team will be happy to assist you and can be reached at assist@adaq.com.au

DISCOVER MORE WAYS ADAQ CAN ASSIST YOU

The Board proposed to impose the following conditions: The practitioner was required to undertake supervised practice: •

The practitioner was to be supervised by another registered specialist (Periodontist or Oral and Maxillofacial Surgeon)

WINTER 2023

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CL ASSIFIEDS

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Stay informed of opportunities and announcements exclusive to the ADAQ community

RECENT GRADUATE BUNDLE

RECENT GRADUATE BUNDLE

“The ADAQ Recent Graduate CPD Bundle provides training in critical skills and procedures that will assist recent graduates to provide confident patient care. It provides practical support to close the gaps in your knowledge and skills.

For the first time, we have added our Annual Clinic Day to the Recent Grad Bundle. For less than $2000, you can select 5 of our most popular courses delivered by leading speakers in the profession, 1 from each group.”

ADANT DARWIN WINTER CONFERENCE 11 & 12 AUGUST 2023 DOUBLE TREE BY HILTON

TOOWOOMBA SPRING SYMPOSIUM 1 & 2 SEPTEMBER 2023 BURKE AND WILLS HOTEL

DENTIST CONNECT. Access our expertise.

Dentist Connect is our complimentary online hub for referring dentists: your gateway to resources, knowledge and support.

Register at endodonticgroup.com.au

AW U ITNUTME N R 2023

Protect your business by owning your premises

Save up to $2,500 on valuation fees and borrow up to 100% of the purchase price of your practice premises.^

At BOQ Specialist, we want you to experience the peace of mind that comes with running your practice from a property that you own. Imagine protecting your business from potential rent increases, forced relocation, or settling for a fit-out design that doesn’t meet your needs.

That’s why our commercial property loans give you the ability to borrow up to 100% of the purchase price of your practice premises. What’s more, for a limited time you can save up to $2,500 on valuation fees when you choose to finance your commercial property purchase with us.^ We’ve been helping dental professionals secure their practice premises for over 30 years.

Now let us help you.

Visit boqspecialist.com.au/commercial or speak to your local finance specialist on 1300 160 160.

BOQ Specialist. The bank for dental professionals

Important information ^Subject to credit approval. Credit provided by BOQ Specialist – a division of Bank of Queensland Limited ABN 32 009 656 740 AFSL and Australian credit licence no.

244616 (“BOQ Specialist”). Lending criteria, T&Cs and fees apply.Limited time offer only available for new commercial property finance applications received between 17 April 2023 and 31 May 2023 (inclusive) and that settle by 30 June 2023. Not available for the refinance, restructure or switches of existing commercial property loans, including the sale of property into or out of SMSF, within BOQ Group, which includes Bank of Queensland Limited ABN 32 009 656 740, Virgin Money Australia - a division of Bank of Queensland ABN 32 009 656 740 and BOQ Specialist. Not available for loans used for the purpose of property development, construction and/or land acquisition. Client will be eligible for a waiver of the valuation fee (up to $2,500), provided the minimum total lending amount is at least $500,000 and maximum total lending amount is $3,000,000. Any fees greater than $2,500 will require difference to be paid by the client. Other fees and charges may apply. This offer expires on 31 May 2023 and is subject to change without notice at the discretion of BOQ Specialist. This information is current as at 19 April 2023.