Estimated reading time: 7 minutes
Fearful and anxious patients seek out Drs Amit and Ravinder Kalra for the caring and gentle dental experience they provide. By Frank Leggett
From the moment a patient steps through the door of Dentist for Chickens, everything is designed to put them at ease. All three practices, owned and run by the husband-and-wife team of Drs Amit and Ravinder Kalra, have a calm ambience, with no dental noises or odours in the waiting areas. Friendly and empathetic staff are experienced in dealing with any issues that may be presented.
“The most important thing we do is listen,” says Amit. “We give our patients time to speak their mind because they usually have a memory of past bad experiences. Or they’ve heard horror stories from family and friends.”
Ravinder agrees. “One expression we hear frequently is that the other dentist put his knee on my chest while extracting a tooth. The truth of that statement is irrelevant; it’s the fear that’s very real.”
Drs Kalra set up Dentist for Chickens to address the problem of dental fear and to create a safe space for their patients. Their three practices are located around the NSW Newcastle/Hunter region—in Swansea, Edgeworth and Raymond Terrace.
According to Amit, common fear triggers are needles, dental noises and dental smells. The solution is to ask a series of questions directly addressing those fears.
“We look in their eyes, talk and take the time to make a connection,” he says. “Based on their concerns, we modify our approach and deliver what needs to be done in a gentle manner.”
Research by the University of Adelaide found that dental fear affects one in six adults and one in 10 children in Australia. Dental phobia, an anxiety so severe it impacts significantly, was found to affect five per cent of the population.
Journey to gentleness
Born in India, Drs Amit and Ravinder Kalra graduated from King George’s Medical University in Lucknow (India) in 2001. Soon after qualifying, they moved to Australia with their 20-month-old son, hoping to further their careers as dentists. In order to work in Australia, they both passed two exams in India. The final hurdle was a clinical exam in Australia.
“Our plan was that one of us would take the exam and the other would work and sustain the family,” says Ravinder “It was an all-or-nothing effort. We had uprooted ourselves completely and there was no looking back. I passed my exam in the first attempt and the following year Amit passed his.”
One expression we hear frequently is that the other dentist put his knee on my chest while extracting a tooth. The truth of that statement is irrelevant; it’s the fear that’s very real.
Dr Amit Kalra, co-owner, Dentist for Chickens
They worked as dentists in general practices until 2013 when they started Swansea Dental Care from scratch. Soon after, the Edgeworth location became available and they opened Edgeworth Dental Care in 2014. While embracing a growing interest in the treatment of dental phobia and with a desire to rebrand the existing practices with more memorable names, a third location became available. The Kalras created another practice from scratch at Raymond Terrace, called it Dentists for Chickens and then immediately rebranded the Swansea and Edgeworth clinics.
Dealing with fear
Dentist for Chickens offers a number of treatment options for fearful patients including the distraction technique, oral medications, gas, intravenous or IV sedations, and general anaesthesia.
“To allay fear, the room must be clean and calm,” says Amit. “There’s a warm ambience and a television on the ceiling of each surgery. We don’t want our patients staring at a blank ceiling with nothing to do but concentrate on what’s happening in their mouth.”
According to Ravinder, some patients embrace the ‘knowledge is power’ concept and want to know exactly what is going to happen. Others prefer ‘ignorance is bliss’, preferring to think about anything else rather than the upcoming procedure.
“We change our approach based on the patient’s concerns and listening to each patient,” she says. “By creating a positive connection, they feel confident in saying, ‘Just do what you need to do.’ If they ask questions, we answer fully and truthfully.”
It’s also important to use gentle terms rather than medical jargon. And there is one word in particular that can be very triggering.
“We never use the word ‘needle’ in the surgery,” says Amit. “For us, that’s a swear word. It’s standard practice for us to always apply numbing gel and use a thinner gauge needle.”
Right attitude
Drs Kalra are particularly mindful about the staff they employ. They must be empathetic, patient centric and have a calm demeanour.
“We are working in a service industry and our staff need to be compassionate and understanding,” says Amit. “It’s vitally important that they are welcoming in their tone, approach and mannerisms. From the moment the patient arrives until they leave the surgery, the whole experience must be smooth and comfortable. I give full credit to past and present associate dentists and team members.”
To allay fear, the room must be clean and calm. There’s a warm ambience and a television on the ceiling of each surgery. We don’t want our patients staring at a blank ceiling with nothing to do but concentrate on what’s happening in their mouth.
Dr Amit Kalra, co-owner, Dentist for Chickens
The approach adopted by Dentists for Chickens has been very successful with all three practices constantly busy. The attitude and care of the staff has also seen Dentist for Chickens become popular with non-phobic patients—as the online reviews attest.
“We’ve found that repeated visits by fearful patients tends to reduce their anxiety,” says Ravinder. “It definitely gets easier for them over time. We have many patients who travel a great distance to see us.”
The almost constant improvements of dental technology and equipment is another element making things easier to deal with anxious patients. Dentist for Chickens prides itself in staying up to date with new developments while upskilling their dentists.
“It keeps things exciting, saves time, and is more comfortable for the patient,” says Amit. “One of the major hurdles we faced in the past was taking impressions. Our patients hated having a mouth full of goo. Digital scanners neatly solved that problem. In fact, all our practices are designed to be digitally dependent on delivering comfortable and predictable results.”
Constant battle
For some people, their dental phobia is so extreme, they can’t be treated in a dental chair. The process of making an appointment, coming into the surgery, and sitting on the dental chair is the limit of what they can bear. Dentist for Chickens has a few patients in this category.
“Firstly, I acknowledge how brave these people are,” says Amit. “They’ve taken a giant step and are putting their trust in us. I talk about their needs and options. I look at their dental concerns, take photos and X-rays, and create a treatment plan. I explain how we could proceed under general anaesthetic, letting them know they won’t feel any pain. However, the power must remain with them. Treatment will only proceed once they approve of it.”
Like many businesses, the COVID lockdowns were difficult for Dentist for Chickens. Prior to COVID, the Kalras had plans to expand but those ambitions had to be recalibrated. At present, they’re happy to maintain the status quo and sustain their current business model. In the future, anything is possible.
The cornerstone of their philosophy is to treat all patients with compassion, care and understanding. Treatment options are always carefully suited to each individual’s needs.
“If you’re a general dentist treating a phobic patient, the most important thing you can do is listen,” says Amit. “We are all set in our ways, have busy lives and busy work days. But if you listen, you’ll see the difference. Don’t just jump from one question to another, really take the time to understand their fears and calmly explain their options. After all, we’re here to help.”
