We sat down with Farzeela Rupani, Chief Medical Officer for Colosseum Dental UK and Europe, to discuss her experience working with Densura and why she believes they are a valuable partner for clinicians across the UK. With Colosseum having over 650 clinics across 11 countries and 3,000 clinicians in Europe, Farzeela has significant insights into the importance of professional indemnity for dental professionals.
Q: Farzeela, can you start by telling us a bit about your background and your role at Colosseum?
A: Of course. I’m the Chief Medical Officer (CMO) for Colosseum Dental in the UK and also the Group CMO for Europe. We’re a large corporate group, owned by the Jacobs Foundation not private equity, with 80 clinics in the UK and a strong foot hold in 10 other countries across Europe. My role in the UK involves overseeing and guiding our medical strategy to line up with our business objectives, and supporting clinicians with their career development, learning, and compliance. I’m also responsible for quality assurance, complaints, patient liaison, and feedback, amongst other responsibilities. My Group CMO role involves liaising with the local CMOs in each of our other countries where we operate and sharing best practices.
Q: You’ve been working with Densura for some time now. What led you to choose them for your personal indemnity?
A: Yes, I’ve been with Densura for a while. Initially, I was with two of the other larger providers, which I joined straight out of university—mainly because they offered free goodies to us whilst at uni! You don’t do much research at that point. Later on, I did my research, spoke to colleagues, and received great feedback about Densura. Their positive reputation made me switch to them for my personal indemnity. Furthermore, for our Colosseum clinicians, we’ve negotiated an exclusive group discount, which offers great rates, access to excellent advice and educational benefits, making Densura a fantastic choice for all of us.
Q: What makes Densura stand out in terms of service?
A: Densura is incredibly responsive in a timely manner and approachable. Whenever you need advice, they’re always quick to reply, and you feel like you’re speaking to real people—not robots. They are friendly and personable, which makes a big difference, especially when you’re in a sticky situation. The dento-legal advisors have a broad range of expertise and experience, yet they do not come across as patronising which is really refreshing and helpful when you could potentially be feeling very low due to a complaint.
Q: Can you share an example of how Densura has been there for you or your clinicians?
A: Yes, Densura has been excellent in supporting our clinicians when they face complaints. Their response is always quick, and our clinicians feel reassured knowing that someone is just a phone call or email away to provide advice and help. I can’t go into specific examples, but I’ve seen countless cases where Densura has really come through for our team and they have fed back to me about the positive experience during their time of need.
As Chief Medical Officer, I also value Densura’s support for Colosseum as an organisation. If I need advice on a situation from a dento-legal perspective, I know I can pick up the phone and speak to someone senior at Densura who will guide me. They offer valuable insights that have helped me manage situations effectively.
Q: You mentioned Densura’s advice is a big differentiator. How does that compare to other providers?
A: What sets Densura apart is their willingness to provide honest and open advice. They don’t sugarcoat things, which is exactly what you need during difficult times. Their approach is supportive, and they help you find the right balance. For early-career clinicians, in particular, it’s reassuring to know they have Densura’s backing. They’ll tell you when it’s okay to say no to a procedure and guide you on practising safely without being overly defensive.
Q: With the changing landscape of dentistry, what trends are you noticing in terms of patient complaints?
A: Aesthetic procedures are becoming more common, and with that comes a rise in patient expectations. Patients often have a very specific image in their minds, and it can be challenging to meet those expectations. Managing expectations carefully is essential, and sometimes that means saying no to a patient. Densura is great at advising clinicians on this—whether it’s about handling patient expectations or avoiding risky cases. However, if you do decide not take on a certain case, you also need to know how to explain this to a patient and refer onwards appropriately without making the patient feel like you are dismissing them. It’s a fine balance because refusing to treat someone can also lead to complaints! However, Densura advise you on how to approach these types of situations in a careful, measured and sensitive way. They’re also forward-thinking, offering insights on trends in the dento-legal world. This helps us as a business to plan ahead, manage and mitigate our risks effectively.
Q: Finally, if a colleague was thinking of switching their indemnity provider to Densura, what advice would you give them?
A: I’d tell them to make the move! Densura has a fantastic team—they’re knowledgeable, responsive, approachable, and provide honest advice. Their prices are also highly competitive, and many features that are included in their standard membership fees aren’t covered by other providers. It’s important to research this carefully before committing. Overall, Densura offers an excellent deal and a comprehensive package.
