Why HCF dental centres offer high-quality care

Since opening our first HCF dental centre in 1987, we’ve always been committed to the wellbeing and care of our patients, both young and old.

From our humble origins in 1932, we’ve grown to become the nation’s largest not-for-profit health fund. Protecting the health and wellbeing of over 1.8 million Australians with health, life, travel and pet insurance.

Ninety years on, we’re proud of our commitment to drive positive change through improved health outcomes and access to more affordable healthcare for our members. A decision guided by our not-for-profit ethos was the opening of our first dental centre in 1987 at HCF House in Sydney’s CBD, going on to be one of the first health funds to open a network of dental centres for its members.

Peter Sandyford, General Manager, HCF Dental and Eyecare, reminisces about the opening of what was to become the first dental centre in HCF’s network: “When we opened that first centre, demand was very high. We opened with eight surgeries and within two years we opened another four surgeries. Then we expanded in the city to 15 surgeries in 1991, and opened Parramatta dental centre in August 1993. No sooner had we opened the doors and our books were filled for six to eight weeks in advance.”

Why did HCF open its first dental centre 35 years ago?

“First, to make dental care accessible to as many members as possible, because if you don’t have health insurance, we know it can be expensive to go to a private dental practice,” says Peter. “Secondly, by allowing our members access to dental care, we’re helping improve their oral health which can also help their overall health.

“At our dental centres, our primary focus has always been to help members with their oral health. Our goal is to provide members with options. We provide the basics and if you do need more work or you choose to do more work, it’s available, at fees generally lower than the average cost than you would likely find in private practice and quicker than waiting in the public health system.” The Dental Centre Network aims to provide high-quality, safe and efficient services to members.

HCF’s network of dental centres now treats around 100,000 members a year and our network spans between Melbourne’s dental centre in Victoria, through Belconnen in the ACT, Campbelltown in Sydney’s south-west right up north to Chermside dental centre in Brisbane.

Our More for Teeth program (originally known as the Regional and Rural Oral Health Program) commenced in country NSW in 2001. Its intent was to help members in rural areas to access dental care without the extra cost. Our More for Teeth program has since expanded into Greater Sydney, with more than 10,000 dental providers across the country.

HCF’s ‘More for you’ programs reduce or eliminate out-of-pocket expenses for teeth, for backs, for muscles, for eyes, for hearing aids and for feet for members with an eligible level of cover and available limits. We partner with providers around the country – you could get 100% back on a range of no-gap services* each calendar year, like 1 or 2 dental check-ups, scale and cleans, a fluoride treatment and 2 mouthguards. To find out which no-gap services you’re covered for, members can log in to online member services to find your Product Summary under ‘Cover details’ and find a participating provider.

How do HCF’s dental centres today compare to our centres in 1987?

“The principle of what we’re doing is the same – primary oral healthcare, which is check-ups, cleaning, scaling and routine dentistry like fillings and extractions. If you go into the wider industry now, it’s much more geared towards cosmetic principles. The industry is about how can I make a true business, rather than be a true health environment. HCF continues to be focused on primary oral health care, but we can also provide crown and bridges, orthodontics and implants when needed by our members,” explains Peter.

“Right now, where things are going to get tight, our value proposition becomes even stronger, because if people do need more complex work, we can generally do it at a lower cost than the average cost you would likely find in private practice. In hard times we become much more important.”

What makes HCF’s dental care offering so unique?

The Uncommon Care we provide makes us stand apart from other operators in the healthcare industry. “We stayed operating right through COVID lockdowns. Even when we were restricted, we did emergency services and covered people’s out-of-pockets so they didn’t have extra gaps to pay.

“We open more of our centres over Christmas holidays so there’s an emergency service available, and people come in that we’ve never seen because their own private practice isn’t open or if they do go it costs them a lot to get in the door. It’s always been about providing value to our members. And I would say in the current environment it becomes more challenging but is even more important.”

We’re also a single point of contact for our members looking for dental and eyecare as our centres are co-located across the east coast, but mainly in Sydney. “Between dental and eyecare, we’re the one touchpoint where our members get access into HCF. You go into a branch and it might be about a policy query or making a claim but walk into HCF Dental or Eyecare and we’re providing a health service beyond getting your claim processed,” says Peter.

Quality dental care is another important part of HCF’s Uncommon Care. HCF’s network of dental centres was the first dental network in Australia to achieve ISO 9001 certification in 2013, placing HCF at the forefront of quality management in dental care. Which is to the benefit of all of our members who attend an HCF Dental or Eyecare centre.

HCF’s Uncommon Dental Care

HCF’s network of dental centres has a range of long-standing employees, from dental assistants and hygienists through to dentists and managers.

“Across the company you’ll find a huge depth of knowledge, and that collective knowledge is incredibly strong. Some of the dental assistants, who’ve been here from the beginning, they’ll talk to you about the lime green uniforms they used to wear 30 years ago!

“But a stronger connection is to HCF the brand. The difference is that you go to a private practice and the dentist leaves or retires, then the practice’s patients leave and go to other practices. One of our dentists might retire but the member keeps coming back to HCF.”

One happy member has been experiencing Uncommon Care from the team at HCF’s Hornsby dental centre for over 40 years: “Dr Dan Nguyen’s level of expertise, his willingness to thoroughly explain everything and his post-work follow-up after major procedures is well beyond my expectations. All the staff at Hornsby from the manager to through to Reception demonstrate a similar desire to make each person heard and well looked after.”

Peter says, “Our centres are a direct link between members and HCF, it’s the sense of ownership that our members feel they’ve got. In Sydney, where we’ve been based for 35 years, you’ve got generations of family who come through the door.”