Don’t Panic, Call Advisory: Navigating Complaints, Records & Risk

What actually happens when you call ADA NSW Advisory Services? And should you call even if nothing’s gone wrong yet?

In this episode of The Brush Up, host Michael Klein sits down with Dr Vicki Rozos, Head of Advisory Services at ADA NSW, to demystify the service that many members don’t fully understand until they need it most.

Vicki shares how advisory supports dentists at every stage of their career — from reviewing your first job offer and navigating tricky consent conversations to managing patient complaints, handling record requests, and even fielding calls with a patient still in the chair.

Whether you’re a student, a recent graduate, or a seasoned practitioner, this conversation is a reminder that you’re never on your own. Advisory is confidential, tailored to your situation, and staffed by experienced dentists who’ve been in your shoes.

Topics covered: advisory services overview, new graduate support, patient complaints, consent and communication, dental records requests, solicitor correspondence, professional indemnity insurance, practice ownership guidance, ceasing to treat, and the importance of good record-keeping.

The Brush Up is brought to you by ADA New South Wales. Find resources, episodes, and more at adansw.com.au.

If you want to stay up to date with the latest developments in dentistry, check out our upcoming CPD courses at adansw.com.au/cpd.