At Densura, our dental legal advisors are an essential resource for dental professionals seeking support in navigating the legal and clinical challenges that arise in their practices. We recently spoke with Iain Bott, one of our experienced dental legal advisors, to learn more about his journey and the unique role he plays at Densura.
Iain has been a part of the Densura team for several years, where he provides critical advice to dentists on legal and clinical matters. Before joining Densura, Iain gained substantial experience working as a clinical dentist in private practice and as a regional clinical director at Bupa Dental Care, where he managed practices across the UK. His varied career also includes working as a dentist in prisons, volunteering overseas for charity work, and collaborating with the World Health Organization in Switzerland. In addition to his clinical background, Iain studied law, which uniquely equips him to navigate the legal aspects of dentistry.
Iain’s legal background offers a unique perspective that enhances his role at Densura. When asked how his law studies contribute to his work, Iain explained:
“Understanding how the court system works is really helpful when advising dentists on managing patient expectations and avoiding legal issues. It gives me an edge when it comes to helping our policyholders navigate complaints and potential legal challenges.”
What Does a Day in the Life Look Like?
A typical day for Iain involves responding to requests for advice from dentists facing a wide range of issues. “Often, I’ll get a message saying, ‘Could you give a policyholder a call?’ Sometimes it’s about a clinical issue, and other times it might be a complaint that’s been escalated. The key is to understand what’s happened, give the best advice, and help resolve the issue quickly,” Iain said.
Whether it’s drafting a letter, advising on a phone call with a patient, or offering clinical guidance, our dental legal adviser’s goal is always to help policyholders avoid pitfalls and manage complaints before they escalate.
Proactive Support: Densura’s Unique Approach
One of Densura’s defining features is its proactive approach to support. Rather than waiting for a crisis, Densura encourages policyholders to reach out for advice early on. Iain highlighted how important timely advice can be in preventing problems from spiralling. He also reiterated that at Densura there is no penalty in terms of increased premiums for seeking advice, in fact, quite the opposite, Densura welcomes clinicians calling with any problem.
“Dentists work in busy, stressful environments. They need advice there and then—they can’t afford to wait a week. We aim to get that advice to them quickly so they can address any concerns before they escalate. Being able to offer that support in a timely manner is really key to what Densura does, and it’s something that sets us apart from our competitors.”
Effective Communication
When asked about common challenges dentists face, Iain was quick to point out that many complaints stem from issues with communication. “Often, complaints arise because of poor communication. It might be that the patient didn’t fully understand the risks of a procedure, or perhaps they felt they weren’t being listened to”.
He emphasised that clear, thorough communication is vital for preventing misunderstandings. “The more time clinicians take to explain the risks of the procedure, the better. It’s important not to assume anything—make sure everything is crystal clear for both the patient and the dentist. If that happened more often, I think we’d see far fewer complaints.”
Providing Reassurance in Stressful Situations
Iain also touched on the stress dentists often feel when faced with a complaint. “It really varies depending on the dentist, but for some, receiving a complaint is incredibly stressful—especially if it’s their first one,” he said.
In these moments, the dental legal adviser’s role is to provide guidance and reassurance. “We’re here to walk them through it. They’re not on their own, and that’s key. We offer the advice and support they need to handle the situation calmly and effectively.”
He noted that for many dentists, working in isolation can amplify the stress. “Some dentists might only have one other colleague, or their colleague might be junior to them. They don’t always have someone to turn to. That’s where we come in—we’re the experienced voice on the other end of the phone, and that’s a huge relief for them.”
A Collaborative Team of Experts
One of the strengths of Densura’s dental legal advisors is the collaborative nature of the team. Each advisor brings their own expertise, and they often consult with one another to provide the best possible advice to policyholders.
“Each of us has different specialities and strengths. One of my colleagues, for instance, is an expert in implants, so we’ll consult with them when needed. It’s a broad team with a wealth of experience, and we’re able to draw on each other’s knowledge to support our policyholders”.
Final Thoughts
Iain’s experience as both a clinician and a legal advisor gives him a unique perspective on the challenges dentists face. His proactive approach to advice and focus on communication makes him a valuable resource for Densura’s policyholders.
“Densura is here not just for when things go wrong, but to help prevent issues from arising in the first place. We’re a team that’s always ready to provide the support and guidance dentists need to keep their practices running smoothly,” Iain concluded.
For more information on how Densura’s dental legal advisors can support you, get in touch with us today, either by emailing, enquiries@densura.com, calling 0207 933 0343 or clicking request a call back at the top of the page.
