Dental Protection Australia

Dental Therapists, Dental Hygienist and Oral Health Therapists continue to receive the highest proportion of complaints related to scope of practice which is likely a reflection of how these roles have evolved over time, often leading to confusion, misunderstanding or lack of awareness.

In this episode of RiskBites, Dr Annalene Weston speaks with Mrs Kristin Trafford-Wiezel, a case manager at Dental Protection and OHT, about the changes that have shaped these roles, what they mean for the profession today, and how the guidelines and principles of scope and independent practice apply across all divisions of dentistry.Kristin also...

CaseMatters is a podcast series designed to create a shared experience where all points of view are explored. 

In this episode we find out what can happen when a patient who has very strong views about their treatment needs attends a multi-practitioner practice and selectively takes on advice that supports and aligns with his beliefs, choosing to ignore the advice that doesn’t.

In this episode of RiskMatters, Dr Annalene Weston from Dental Protection speaks with Dr Trudy Lin. 
 
Trudy’s accolades are many and in this podcast, she shares her personal journey into general practice and later special needs dentistry, as well as providing some guiding principles for the inclusion of specials needs care, in general practice. 
 
In addition to her impressive dental career, Trudy is also a mindset coach so listen in as Annalene and Trudy discuss her ‘other passion’, which is engaging, insightful and relevant to us all, as practitioners and people.  

3.27 - Special needs dentis...

At Dental Protection we often talk about ‘stranger danger’ and the issues that can arise when treating strangers or new patients. However, it goes without saying that treating new patients is an unavoidable occurrence in our daily practice.

In this episode of RiskBites titled Dental Histories, Dr Annalene Weston and Dr Simon Parsons outline a multi-step approach for treating ‘new’ patients that can be easily applied to your practice and will enable you to successfully manage their care from the first encounter.

In this edition, Dr Annalene Weston, Senior Dentolegal Consultant based in the Brisbane Office takes with A/Prof Jo Yarker and Marleen Reinke about their recently completed research into practitioner wellness. This research was funded by the MPS Foundation.

The MPS Foundation is a global, not-for-profit, research initiative, dedicated to improving patient safety, reducing risk, and enhancing the wellbeing of all healthcare professionals. The Foundation supports research relevant to public and private healthcare in both primary and secondary care settings, outpatient practices, and dental care and is committed to investing in research, analysis, education, and training.

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In this episode of Riskbites, Senior Dentolegal advisor Dr Annalene Weston and Dr Colm Harney from Dental Protection discuss an area of practice that is under particular scrutiny at the moment by the regulator which is ‘cosmetic dentistry’. 

Although the existing guidelines about this area of practice are still under consultation, there has been a declared focus on “reforming the regulation of registered health practitioners who work in the non-surgical cosmetic procedures sector in Australia to improve practice and standards, improve public safety, and provide opportunities for more informed consumer choice.”

Listen in to Annalene and Colm to f...

When an adverse outcome occurs or treatment does not go to plan, our patients are often recognised as the only victim in these situations.  But are they? 

In this episode of RiskBites, Senior Dentolegal consultant Dr Annalene Weston explores the concept of the second victim, and its correlation with the Buddhists parable of the second arrow.

Annalene goes on to explain how this teaching essentially encompasses everything that a dentolegal consultant strives to impart when assisting members with a complaint or adverse outcome.

Uber, Audits and dentistry and interesting concept. 

In this episode of RiskBites Senior Dentolegal consultant Dr Annalene Weston quizzes Dr Colm Harney about the title of this podcast and asks the obvious question ‘what does a ride-hailing service have in common with third party payment audits in dentistry.’

Colm shares his thoughts and goes on to identify common reference points utilised by private Health Funds and Medicare to determine:whether a claim is acceptable andwhy an audit may occur in the first instance.   Later providing helpful advice on how you can ensure your compliance in this space...

In recognition of International Women’s Day, Senior dentolegal consultant Dr Annalene Weston interviews our CEO of Medical Protection Society, Karen Miller. 

Karen has been and continues to be an inspirational leader to many women and men and in this episode of RiskMatters, Karen shares the highs, lows and lessons learnt in her illustrious career as well as what International Women’s Day means to her.

It’s often incredibly challenging to know if you’re making the right decision when changing jobs or even starting in a new position for the very first time. Is this going to be the right choice for me? Am I doing the right thing if I have some doubts about the new role?

In this episode of RiskBites Dr Annalene Weston and Dr Simon Parsons, dentolegal consultants at Dental protection explore some of the issues faced by practitioners contemplating a new role or perhaps start their own practice.

In this episode of RiskMatters Dr Roger Dennet speaks with Dr Ralph Kelsey who has a long and storied career in dentistry.   
 
Ralph provides Dentolegal reports to support Dental Protection members and bespoke programs of education for those members who fall foul of Ahpra.   
 
Listen in as Roger and Ralph discuss a number of topics sent in by some of our young members, imparting some sage and salient advice.

As we know communication is key and when things don’t go to plan or as we  expected the consequences can be surprising, unkind and unfair. But regardless of this there is always two sides or more, to every story.

In this episode of CaseMatters, the practitioner, practice and patient all have their own account and interpretation of their appointments, their discussions, expectations and time together.  Listen in to hear the differing perspectives, that ended in a disgruntled patient and an emotive, negative and hurtful online review.

This year we’ve shared many podcasts that have identified areas of risk and shared information, moments and cases that we can all learn from. 

For our last podcast of 2024, we wanted to flip our focus and share a feel-good story, reminding us that not all complaints end badly.

Too often we can focus on the negative but prior to the year's end we hope that you can each take some time to reflect on, acknowledge and celebrate some of your triumphs and successes, be it professionally, personally or both. Happy holidays everyone.

In this episode of RiskMatters, Senior Dento-legal Dr Annalene Weston speaks with Emeritus Professor Laurie Walsh about the recent changes to the Infection control guidance, namely the replacement of the Standard 4815 with AS 5369 – Reprocessing of reusable medical devices and other devices in health and non-health related facilities, as well as the subsequent updating of the ADA infection control guidance. 

Their discussion goes on to include additional topics about AI’s role in infection control and the environmental impact of disposable items in dentistry.  

2.23 - Why did the guidance change?
6.06 - Has covid had a big impact o...

Is truth linked to fact? Is it a rigid and fixed construct or is it moveable, expanding and contracting like a rubber band.  
 
In many ways truth can be subjective and is often seated in an individual’s perception of the facts, what they have experienced, what they believe they have experienced and what they want to believe they have experienced.  Unfortunately, when perceptions of truth don’t align, it can it result in practitioners bearing the brunt of a very unhappy patient.   
 
In this episode of RiskBites, Dentolegal consultants Dr Annalene Weston and Dr Kiran Keshwara dis...

Join Dr Annalene Weston and Dr Kiran Keshwara, dentolegal consultants at Dental protection as they discuss the issue of Burnout, one of the most pressing concerns for contemporary dental practitioners globally.

Annalene is a champion for interventions that safeguard the needs of dental professionals and in this episode, she explains what Burnout is, how it feels and how it can present in ourselves, our colleagues and in our practice.

Annalene and Kiran, also discuss the concept of a third space and how we can utilise this space that sits ‘in between’ to our benefit.

The thought of litigation can unsettle the most seasoned practitioner. 

A question often asked by members who have received notification, or a threat of legal proceedings is …. ‘When can patients sue?’

In this episode of RiskBites Senior dentolegal consultant Dr Annalene Weston and Dr Kiran Keshwara, from Dental protection discuss the how, when and why patients can successfully sue their dentist.

They go on to explain the process of legal claims and provide sequential advice on how to proceed if you do find yourself in receipt of letter from a lawyer.  Concluding their discussion with hel...

Receiving a solicitors letter can be a terrifying experience for any practitioner, particularly when you read it, and are unsure what it means for you and your registration Join Senior Dentolegal Consultant Dr Annalene Weston and Dr Mike Rutherford from Dental Protection as they discuss the different types of letters that can be received, and what to do when they are.

In this episode of RiskBites, Senior dentolegal consultant Dr Annalene Weston and Dr Ralph Neller focus on how practitioners can best capture their discussions about risk and warnings in their clinical records. Annalene and Ralphs discussion highlights the challenges faced by practitioners when their records fail to evidence these discussions and provide helpful advice of how to document both general and particular risks specific to each procedure and patient

The internet and virtual communication have brought significant gains to our profession and although this might only seem positive, in reality, there is a downside. The fallout from these advances can result in unexpected and unintended consequences for practitioners and patients alike.
 
Join Senior Dentolegal Consultant Dr Annalene Weston and Dr Colm Harney from Dental Protection as they discuss the phenomenon of ‘online disinhibition effect’ and the role it plays in online communication. They identify the positive and the negative effects of this behaviour as well as areas where practitioners can easily find themselves amiss or in precarious situa...

At Dental Protection, we are seeing an increase in the number of calls from members who are dealing with upset, angry or aggressive patients.

In this episode of RiskBites, Senior Dentolegal consultant Dr Annalene Weston and Dentolegal consultant Dr Kiran Keshwara provide helpful advice on how to recognise an upset or angry patient and provide tips and strategies on how to manage these challenging situations, achieving this best outcome possible for you and your patient.

Some aspects of communication with patients are not just necessary, they are vital to ensuring the success of your business and or your individual reputation. 

In this episode of RiskBites, Dental Protections Senior dentolegal consultant Dr Annalene Weston and our inhouse lawyer Helen Harbourne, discuss the importance of establishing clear professional and personal boundaries with patients from the outset. Identifying the types of patients who might seek to challenge these boundaries, and how best to manage these patients and their care.

Saying no to patients or refusing treatment can be difficult for any well-meaning and caring practitioners. 

In this episode of RiskBites, Senior Dentolegal consultant Dr Annalene Weston and Dr Kiran Keshwara from Dental Protection focus on the critical subject of how we say no to patients, asking and answering that all-important question ‘Can we do it,  should we do and if we should, how are we going to do it'

Members often suggest content for our podcasts, usually in areas of interest or where they perceive there is a need for more information.  Body dysmorphic disorder is one such area, which most would agree is both poorly understood in the dental profession and the broader community. 

In this edition of RiskBites Senior Dentolegal consultant Dr Annalene Weston and Dr Mike Rutherford focus on the role of body dysmorphic disorder and how it impacts on our ability to achieve patient satisfaction.

Aesthetic dentistry is an exciting area of dentistry, one that has accelerating in growth and popularity among patients and practitioners alike. While it can be very rewarding, it doesn’t come without its own specific set of risks and complications. Risks that are often far reaching and more challenging than routine dentistry.

In this episode of RiskBites, Senior Dentolegal consultant Dr Annalene Weston and Dr Kiran Keshwara from Dental Protection discuss the potential pitfall of aesthetic dentistry and provide helpful tips and advice on how to avoid such issues arising in the first place.

“Why me?” Dr Mike Rutherford and Dr Annalene Weston discuss why you may have received an audit letter.

Further Resources
https://www.dentalprotection.org/australia/publications-resources/dentolegal-articles/articles/i-have-received-an-audit-letter-from-a-health-fund-or-medicare
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This episode is part of our podcast series, RiskBites, which provides short, bite-sized guidance around some of the key issues impacting the dental profession right now.

Join Dr David Hallett and Dr Annalene Weston in our latest RiskMatters podcast ‘Why are item numbers so important?’. This insightful discussion on dental item numbers will cover the appropriate use of the ADA glossary codes and in contrast their inappropriate use. Listen as we explore key topics such as why dental practitioners are audited by health funds and Medicare, how the process works and what the best possible outcomes are. Also, find out why dental records are important when it comes to verifying the claims you make.

1.25 – Who writes the Glossary?
1.56 – Health Funds and billing in a multi...

Did you know that CaseMatters titles are genuine quotes from patient complaints that Dental Protection have assisted member with across the globe? 

The title of this CaseMatters podcast is “I thought she knew what she was doing’ which involved the provision of cosmetic veneers.   When a breakdown in communication unexpectedly occurred, the unfortunate result was a complaint to the regulator, a regulatory caution and a legal compensation claim.

In this episode of RiskBites Senior dentolegal consultant Dr Annalene Weston and Dental Protections inhouse lawyer Helen Harbourne discuss a particular type of allegation being increasingly argued in compensations claims, this being assault battery, and trespass. 

Listen in as Annalene and Helen discuss what these terms mean in the eyes of the law and how you can avoid being subject to such accusations.

Join Dr Annalene Weston, Senior Dentolegal Consultant at Dental Protection and Associate Professor Dr Matthew Hopcraft in this personal and informative episode of Risk Matters, titled “The road less travelled”. 

Listen in as Annalene and Matt revisit his early introduction into dentistry, talk through his illustrious career and explore different ways in which we can use our dental degree, based on their own journeys through the profession.

Join Dentolegal consultant Dr Simon Parsons and Senior Dentolegal consultant Dr Annalene Weston at Dental Protection, as they consider that in point in time where a patient moves from being a disgruntled patient to a complainant.

In this episode Simon recalls a case where a dental practitioner placed six veneers and despite feeling like he had done everything right and the case was a success, his patient was unforgiving when unexpected issues arose.

Join Dr Annalene Weston, Senior Dentolegal consultant at Dental Protection and Case Manger Kristin Trafford Wiezel as they consider that point in time when a patient moves from being a disgruntled patient to a complainant.

In this episode Kristin and Annalene discuss a case that highlights the difficulties encountered by practitioners when dealing with complaints, acknowledging that at times these complaints can feel more like a personal attack. In these situations, Annalene and Kristin remind us that during these times our initial ‘emotional response’ is often not the best response.

Join Case Manager Anita Kemp and Dr Annalene Weston, Senior Dentolegal Consultant at Dental Protection as they discuss some of the reasons that can sit behind a complaint. You may be surprised to hear that it is not always related to treatment.

Listen in as Anita and Annalene talk through a case, where the issues that led to a complaint were instigated before the practitioner even met the patients.

Join Case Manager Kristin Trafford Wiezel and Dr Annalene Weston, Senior Dentolegal Consultant at Dental Protection, as they consider an allegation of treatment without consent through the lens of two cases from the Dental Protection Vault.

Listen in as Kristin and Annalene identify and explore the tipping point in both cases – a moment in time when a patient moves from being a disgruntled patient to a complainant.

Join Dr Annalene Weston, Senior Dentolegal Consultant at Dental Protection, and Oral Medicine Specialist and Expert Dr Amanda Poon Nguyen for an in-depth Q&A discussion about ‘The changing face of oral cancer’.

Listen in as Annalene and Amanda discuss the aetiology of oral cancer, patient demographics and risk factors and red flags. Additionally highlighting the necessity for routine oral cancer screening and the integral role Dental practitioners play in oral cancer screening, identification, referral, and diagnosis.

https://www.oralmedicineoralpathology.com

https://www.headandneckcancer.org.au/i-am-a-health-professional/the-changing-face-of-head-and-neck-cancer-gp-and-dentist-education-module/

Not only is patient autonomy one of the four underpinning principles of medical ethics, but it is also a vital component of the consent process and patient care. Gone are the days of paternalism but can patient autonomy go too far.In this episode of RiskBites, Dr Kiran Keshwara and Dr Annalene Weston speak about our patient’s ability to choose or refuse treatment, based on the treatment options presented and the risks and limitations provided. They go on to discuss the impact that this can have on practitioners, utilising a case study from the Dental Protection Vault to highlight th...

Where does imaging sit in managing our risk? In our next episode of RiskBites, Dr Annalene Weston and Dr Kiran Keshwara from Dental Protection discuss the place of imaging in dentistry. Images, whether they are x-rays, photos or digital scans, make an important part of the patient records and should be considered to be a useful adjunct to our written records. Listen to find out more about this key topic in dentistry.

In the next episode of RiskBites; ’The view from the other side’ Dr Colm Harney shares insight into why some patients complain and claim, when something unexpected happens and why some patients do not.

Dr Annalene Weston and Dr Harney discuss the importance of being able to recognise and acknowledge our patient’s viewpoint. Highlighting the key role that patient experience, perception, rapport, and trust play in these situations, irrespective of the quality of treatment provided.

Did you know that all CaseMatters titles are genuine quotes from patient complaints that Dental Protection have assisted members with across the globe? The title of this CaseMatters podcast is “You have led me down a path that has cost me great expense” which involves a smile reconstruction package, a payment plan, and regrettably an unhappy patient and complaint. Many parties became involved in this matter, and everyone had an opinion. But is there such a thing as the right point of view, listen in to find out.

What's resilience? Is this something that you need to be thinking about right now? And what are the potential detrimental effects for you and your patients if you don't? Join Dr Annalene Weston as she discusses this and more with Dr Dan Pronk practising physician, previous Australia Special Air Services (SAS) doctor, and Co-Founder of the Resilience Shield. What lessons can the SAS teach us about dealing with stress, before during, and after the event - and how do you start building your own resilience shield tomorrow? tune in to find out!