How do I check a dental lab’s remake and rework rate with its dentist clients?

Start with the record keeping. A lab that tracks remakes carefully probably cares about quality; one that cannot show you anything has a gap you should note. Ask what counts as a remake, who decides, and whether the lab absorbs the cost or passes it on.

Next, sort the causes. A remake that traces to a shade mismatch points to a skills or process problem. One that traces to a bad scan or impression from the dentist is a communication problem. Several repeats from the same technician or the same machine may show where to look.

Then ask about the cost of remakes: materials, technician time, courier trips and a delayed client. Your accountant can help you see how much that takes from the lab’s earnings. Finally, speak with a few dentist clients, if the seller agrees. Ask how the lab responds when something goes wrong, not just how often it does. A lab that handles trouble quickly often keeps its clients through the occasional miss. Ask, too, whether the lab’s work has changed in recent seasons, for example a new material or a new technician. Changes in the remake pattern after a change in people or methods can show you what drives quality. Keep notes so you can compare answers from the seller and the clients.

Key takeaways

• Ask for a remake log with the reason and cost behind each case.
• Sort causes into design, material, fit and communication.
• Ask clients how problems are handled, not only how often they happen.