THE CASE:
Company: Complete Smiles
Client: Malavi, Co-Founder, Chief Operations Officer & Dedicated Dentist
Sites Covered: 4 locations across the UK
Services Provided: Health & Safety Risk Assessments, Fire Risk Assessments, Disability Access Audits, Legionella Risk Assessments and Water Sampling
A PARTNERSHIP OF DREAMS
When Malavi moved to the UK from Norway, she and her husband were weighing up how to build their new lives together. The decision came down to opening a bar or launching a dental practice. Luckily for the dental industry, the bar didn’t win.
Although Malavi came from a family of dentists and had experience in the healthcare sector back home, entering a highly regulated market in a completely different country was a huge leap. Regulations, expectations, inspections and systems were all new to her. Add to that the fact that they opened their first squat practice in the middle of the COVID pandemic, and it’s easy to see why the early days felt daunting.
"I'd be the first to admit that at that time I had zero understanding of compliance in the UK. I didn’t even realise how serious things like disability access or health and safety were until I started trying to open the practice. I had no network, no one to ask, and I was completely alone when Ian walked in."
At the time, Ian was working for a larger compliance provider. He arrived to carry out an assessment at their first site, and immediately changed Malavi’s view of what the word "assessment" could mean.
"I was absolutely petrified. The word alone made me nervous. But Ian didn’t feel like an assessor. Mala
His impact was so immediate that when it came to opening the second practice, Malavi called the company back and asked for Ian by name. He'd moved on. Determined to find him again, she launched her own LinkedIn search, tracked him down personally and asked him to come back and support her directly. He agreed.
Since then, Ian has become an essential part of Complete Smiles' growth across multiple locations. Malavi says no new practice opens without his input.
FROM THE START, IAN HANDLED ALL FOUR KEY ASSESSMENTS
Health and safety
Fire safety
Legionella and water sampling
Disability access
"Whatever Ian says, CQC are happy with. He’s never just ticking boxes. He explains why things matter, and helps us sort them out there and then. I remember him even pulling a poster out of his bag when we were missing something. He’s always prepared."
One of the biggest differentiators, according to Malavi, is the way Ian personalises his service.
"Other assessors just work down a checklist and mark an X if something’s not there. Ian does more than that. He explains why it’s needed. He makes sure you understand it, and if he can help you fix it on the spot, he will."
A TAILOR-MADE EXPERIENCE EVERY TIME
Each Complete Smiles site has been different, and Ian has adapted every step of the way. At the first site, Malavi shadowed him closely to learn as much as she could. By the time the second site opened, she was away and her husband and ops manager stepped in, both with no background in dentistry.
"And still, it worked. Ian handled it all. I’m very confident they didn’t contribute much, but because Ian knew what was needed and got on with it, we passed everything."
By the third site, Malavi wanted to bring the wider team on the journey. She asked Ian to involve and educate the staff so they understood why things like incident reports mattered, and how their roles contributed to a compliant and safe practice. He delivered on that too.
"It’s not just a visit and a report. He’s teaching our team as he goes, which helps them buy in to what we’re doing."
RELIABLE, FLEXIBLE, AND EASY TO WORK WITH
When it comes to working with Ian, Malavi says everything is simple. He’s responsive, easy to book, clear in his communication, and delivers reports quickly. Whether something is urgent for CQC sign-off or less time-sensitive, he tailors his turnaround accordingly.
"He’s incredibly flexible and understanding. Nothing is ever a drama. You feel like you’re in safe hands the whole way through."
While Ian has shown exceptional responsiveness at key moments, Malavi is quick to point out that his flexibility comes from mutual respect.
"I know how small businesses work, and I’d never want to take advantage. But when we’ve genuinely needed support, Ian has never let us down."
CONFIDENCE AT EVERY CQC INSPECTION
Now, with their fifth-year CQC inspection on the horizon, Malavi isn’t worried.
"I know exactly what I’ll do when that letter comes in. I’ll call Ian. He’ll come in, review everything, and if he says we’re good, I know we’re good."
Even small changes have made a big difference. Ian has helped them implement everything from improved signage to colour-coded accessibility adjustments that CQC inspectors have praised.
"There are so many things I’d never have thought of. But when Ian explains it, it makes perfect sense. And we get it sorted quickly."
A RELATIONSHIP BASED ON TRUST
What began as a chance encounter with a third-party provider has grown into a trusted partnership across multiple sites and years.
"I’d recommend Ian to any dental practice, any day of the week. He’s the best in the business. I wouldn’t open a new practice without him."
From setting up a squat practice with zero UK experience to running multiple compliant, confident sites, Complete Smiles is proof that the right support can make all the difference.
And for Malavi, that support has always looked like Ian showing up, making it easier, and helping her feel in control of it all.
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