The Cornerstone of Exceptional Results
In the landscape of modern dentistry, the relationship between dental clinicians and their laboratory partners has never been more crucial. As Rob Dulieu, with over thirty years of experience in dental prosthetics and laboratory excellence, often emphasises: “The difference between a good result and an exceptional one isn’t just technical skill—it’s the quality of communication between the dental team.”
At RWD Dental Image, this philosophy has been at the heart of thousands of successful restorations that have transformed patients’ lives. When dentists and labs communicate effectively, the result isn’t just a functional restoration—it’s a seamless extension of the patient’s natural dentition that enhances both function and confidence.
Elevating Regular Conversations to Strategic Partnerships
“In my 30+ years working with hundreds of dentists across Australia, I’ve observed that the most successful practitioners view their lab not as a vendor but as an extension of their clinical team,” notes Dulieu. This mindset shift transforms routine interactions into strategic collaborations.
Effective communication in this partnership includes:
- Scheduled consultation calls: Rather than rushed case drop-offs, successful dentists schedule dedicated time to discuss complex cases with their lab
- Shared treatment planning: Involving the lab early in the treatment planning process rather than after decisions are finalised
- Transparent expectations: Clear discussions about timeline, materials, and aesthetic goals before work begins
- Feedback loops: Regular reviews of completed cases to continuously refine the collaborative process
“The dentists who achieve the best outcomes for their patients are the ones who pick up the phone before sending a case,” Dulieu observes.
“Those five minutes can save hours of chairside adjustments later.”
Technology as a Communication Bridge: The Photogrammetry Revolution
Modern dental technology has created unprecedented opportunities for precision in dentist-lab communication. Among these, photogrammetry has emerged as a game-changer, particularly for complex full-arch restorations.
“With iCam photogrammetry, we’ve transformed how we communicate about implant positions,” explains Dulieu, whose lab has pioneered the integration of photogrammetry into digital workflows. “Instead of describing a challenge with a particular implant angle, we can both see it with sub-20-micron accuracy in a shared digital environment.”
This technology-enhanced communication offers several advantages:
- Unambiguous data sharing: Both dentist and lab reference the same highly accurate measurements
- Early problem identification: Potential issues can be spotted and addressed before fabrication begins
- Visual confirmation: Complex spatial relationships become clearly visible to both parties
- Reduced interpretation errors: The precision of digital data eliminates miscommunications about implant positions
“When a dentist sends us an iCam scan for an All-on-4 case, we’re no longer working from approximations—we’re working from mathematical certainty,” Dulieu notes.
“This shared language of precision elevates every conversation we have about the case.”
Quality Assurance Through Collaborative Protocols
In pursuing excellence, quality isn’t merely checked at the end of the process—it’s built into every step through collaborative protocols.
“At RWD, we’ve developed a quality assurance system that integrates the dentist’s input at critical checkpoints,” Dulieu explains.
“This collaborative approach has reduced our remake rate to under 2%, even for the most complex cases.”
These collaborative quality protocols include:
- Pre-fabrication approval: Digital designs are shared and approved before milling or printing begins
- Colour/shade verification: Digital photography and in-person shade verification for complex aesthetic cases
- Try-in stages: Critical evaluation points for complex full-arch cases before finalisation
- Post-delivery follow-up: Structured feedback after the restoration is seated
“Quality doesn’t happen in the lab alone,” emphasises Dulieu.
“It results from a continuous dialogue between clinician and technician, where both parties are committed to excellence at every stage”
Complex Cases: When Communication Becomes Critical
The actual test of dentist-lab communication comes with complex cases where multiple variables must be perfectly orchestrated. For All-on-4 restorations and full-mouth rehabilitations, communication isn’t just important—it’s essential.
“In complex implant cases, we’re not just creating teeth; we’re rebuilding function, phonetics, aesthetics, and confidence,” Dulieu explains.
“This requires a different level of communication entirely.”
RWD Dental Image has developed specialised communication protocols for complex cases:
- Comprehensive case planning meetings: Virtual or in-person sessions to align on treatment goals
- Progressive digital approvals: Sequential approval of key elements (implant positions, framework design, tooth arrangement)
- Cross-disciplinary consultations: Involving restorative dentists, surgeons, and technicians in unified communications
- Patient-inclusive communications: When appropriate, including patient feedback in aesthetic decisions
“The days of simply sending an impression and a prescription for complex cases are long gone,” notes Dulieu.
“Today’s success stories come from true partnerships where information flows freely in both directions.”
Case Study: Communication Excellence in Action
Case: Full-Arch Implant Restoration for a High-Profile Patient
A prominent business executive required a full-arch maxillary restoration on six implants. The patient had high aesthetic expectations and an international travel schedule that required precise timing.
The Communication Approach:
- Initial video consultation between surgeon, restorative dentist, and Rob Dulieu to establish goals and timeline
- Pre-surgical planning with photogrammetry to optimise implant positions
- Digital smile design shared between all parties, including the patient, for approval
- Post-surgical iCam scan to capture precise implant positions
- Regular progress updates via a secure digital platform
- Final verification appointment with lab technician present for minor adjustments
The Result: The case was completed with zero remakes and minimal adjustments. The patient reported, “For the first time in years, I don’t think about my teeth when speaking in public. The process was as seamless as the result.”
Dulieu reflects: “This case succeeded because everyone involved—surgeon, dentist, our lab team, and the patient—had crystal clear communication throughout. There were no assumptions, no surprises.”
Building Your Communication System
Based on decades of experience, Dulieu recommends that practices implement a structured communication system with their laboratory:
- Establish baseline expectations: Document standard protocols for routine cases
- Create a dedicated lab liaison: Assign a team member to coordinate lab communications
- Utilise technology appropriately: Implement digital platforms that enhance rather than complicate communications
- Schedule regular reviews: Set quarterly reviews of communication successes and challenges
- Invest in relationship building: Visit your lab facility and invite lab representatives to observe in your practice
“The practices that invest in building these communication systems see dramatic improvements not just in restoration quality, but in practice efficiency and stress reduction,” Dulieu observes.
The Future of Dentist-Lab Communication
As dentistry continues to evolve, communication between dentists and labs will transform as well. Rob Dulieu sees several emerging trends:
- AI-enhanced communication tools: Software that identifies potential issues before human detection
- Augmented reality case presentations: Spatial understanding of complex cases through interactive 3D models
- Real-time collaborative design platforms: Simultaneous work on digital designs across locations
- Standardised digital communication protocols: Industry-wide adoption of communication standards
“Despite all these technological advances,” Dulieu cautions,
“we must remember that at its core, this is a human relationship. The technology should enhance, not replace, the personal connection between the dentist and their lab team.”
Communication as a Competitive Advantage
In today’s competitive dental marketplace, the ability to deliver exceptional restorations consistently is a significant differentiator. As Robert Dulieu has demonstrated throughout his career at RWD Dental Image, masterful communication between dentist and lab is not merely a nice-to-have—it’s a strategic competitive advantage.
“The dentists who thrive in the coming decade will be those who view their lab relationship as one of their practice’s most valuable assets,” Dulieu concludes.
“When you find a lab that communicates at the highest level, that relationship becomes part of your clinical excellence, part of your patient experience, and ultimately, part of your practice success.”
By investing in exceptional communication with your dental laboratory, you’re not just improving individual cases—you’re elevating your entire standard of care.
Robert Dulieu is the Owner & CEO of RWD Dental Image PTY LTD, a premier dental laboratory specialising in implant and cosmetic restorations. With over 30 years of experience in dental technology and prosthetics, Rob has lectured internationally on implant restorative solutions and advanced ceramic techniques. As a registered Dental Prosthetist, Ceramist, and Dental Technician, he continues to pioneer excellence in dental laboratory services across Australia.
