Important patient information regarding COVID-19

060820 PD COVID Update web banner_text.png



060820 PD COVID Update web banner_text.png



10th August, 2020 – Update for Victoria

Dear Patients,
Due to the impact of COVID-19, Stage 4 restrictions are now in place for metropolitan Melbourne and Stage 3 restrictions are now in place for regional Victoria and Mitchell Shire. As a result of these recent developments and in order (as far as is reasonably practicable) to ensure the safety and wellbeing of all employees, dental practitioners and patients, our dental centres across Victoria (with the exception of Ballarat, Melton, Frankston and Epping) are temporarily closed, effective Saturday 8th August.

While our centre is closed for dental treatments, our friendly team are here to help and only a phone call away. If you have an emergency or if you would like to book an appointment for a later date, please phone our centre during business hours.

Dental Emergencies

If you have a dental emergency such as:

  • acute dental pain
  • broken front teeth due to an injury


  • you have a referral from a medical practitioner for dental treatment that would affect your health if left untreated

Please call one of our urgent care centres below or request an appointment online.


At Primary Dental we are carefully monitoring updates and following the advice of the relevant authorities and we remain committed to supporting the needs of the community, including your safety.

6th August – Update for Victoria

The Victorian Government has released new information overnight regarding their new workplace restrictions in relation to COVID-19. From today (6th August 2020), all Dental Centres are considered to be permitted workplaces, but only for the purposes of urgent care in Metropolitan Melbourne.

In accordance to the above directive, the Australian Dental Association’s Victorian Branch (ADAVB) has released a statement that all dental services in the Metropolitan Melbourne area are to provide emergency services only as of midnight last night.

What does this mean to you?

Our Dental Centres in Metropolitan Melbourne remain open today and tomorrow. However, in accordance to the above directive we will be providing only urgent dental care.

If you have an appointment booked for any other dental treatment, please call your centre to discuss if your appointment needs to be rescheduled. We will be contacting patients whose future appointments may be affected in any way.

Our Dental Centres remain COVID safe

Throughout the COVID-19 pandemic, the health and safety of patients, our employees and the independent dental practitioners operating from our centres has remained our utmost priority. A number of measures have been put in place to reduce the risk of transmission and to (so far as is reasonably practicable) ensure that our Dental Centres remain COVID safe.

The measures include:

  • In line with ADA and AHPPC guidelines we have established high standards and operating procedures to ensure our centres remain COVID safe.
  • All patients are screened over the phone before their appointment.
  • Prior to entering the centre, patients will have their temperature checked and asked screening questions
  • Anyone attending is asked to apply hand sanitizer upon entry
  • Waiting areas are adapted for social distancing
  • We have adjusted our appointment schedule to minimise wait times and patient cross-over
  • All dental practitioners and dental team members have completed updated training in COVID-19 infection prevention and safety guidelines

At Primary Dental we are carefully monitoring updates and taking steps to follow the advice of the relevant authorities. We remain committed to supporting the needs of the community, including your safety.

We are here to help

At Primary Dental, we’re committed to the safety and well-being of our team and patients throughout this challenging time for Australia and the world.

As the global Coronavirus (COVID-19) outbreak continues to evolve, we wanted to share with you some important information about the steps we’re taking to reduce the risk of exposure at our centres. Our greatest priority at this time is the health and safety of our people and patients. 

We’ve always taken infection control seriously: Best practices and stringent protocols for hand hygiene, sterilisation of instruments, use of protective wear and high levels of cleaning and disinfection to prevent cross-contamination, make our dental centre a place you can feel confident of and safe to attend. We remain fully compliant with protective clothing requirements such as TGA approved level 2 masks, gloves, gowns and eyewear. Our dental centres are audited twice yearly against a 170-point checklist relating to infection prevention and control procedures to ensure the standards we’ve set are being met consistently. Our protocols for batch identification and tracking of sterilised dental instruments is above and beyond what is typically required for dental practices.

We are fully accredited: All Primary Dental centres are fully accredited in the National Standard for Preventing and Controlling Healthcare-Associated Infections. In 2016, every centre in the Primary Dental network was formally accredited by Quality Innovation Performance (QIP) and re-accreditation was achieved in 2019.

Our teams are trained and qualified against national standards: All dental practitioners operating from Primary Dental centres are required to comply with the Australian Dental Association’s (ADA) Guidelines for Infection Control and the Australian Guidelines for the Prevention and Control of Infection in Healthcare and participate in infection control updates on a regular basis. Our dental assistants are also trained to the same guidelines. 


Yes, for most people it is safe to come into the centre to see your dentist.


If you have tested positive to COVID-19 or are awaiting COVID-19 test results


You have returned from overseas travel in the past 14 days


You have had close or casual contact with a person confirmed to have COVID-19


You have ANY of the following symptoms:

  • Fever

  • Cough

  • Sore Throat

  • Shortness of breath

Do not visit the centre.

Please defer any non-urgent or routine dental treatment until the current restrictions are lifted.

If you have a potentially life-threatening emergency and answer YES to any of the above, please contact your nearest emergency department or dial 000 for an ambulance and tell them you may be at risk of COVID-19.

Additional Precautions 

In light of COVID-19 we are actively following the advice issued by the Australian Government, and are increasing our level of already strict protocols in the following ways:

We have mandatory isolation periods: All team members returning from international travel or have been in contact with a confirmed case are to stay home for 14 days.

We are increasing our frequency of disinfection:We are cleaning and disinfecting general surfaces that people touch with their hands more frequently and our frontline employees have received updated training to prevent the transmission of COVID-19. 

We are triaging all patients before they walk in: We request all patients with a scheduled appointment to advise us prior to attending if they have any risk factors, signs or symptoms of COVID-19.

Furthermore, we can reassure you that the medical centres we are located within are taking the necessary steps to reduce the risk of exposure, by encouraging phone consultations where applicable, and have strict measures in place when it comes to managing patients with symptoms of COVID-19.

Kind Regards,
Lisa Conway
General Manager– Dental