How to Plan Your First Visit to Smile Solutions: Booking, Consultations, Payment Plans & What to Expect product guide

How to Plan Your First Visit to Smile Solutions: Booking, Consultations, Payment Plans & What to Expect

For millions of Australians, deciding to visit a dentist — especially for the first time at a new practice — isn't just a simple logistical question. It's a decision shaped by anxiety, cost uncertainty, and a lack of clear information about what you'll actually experience. Research from the Australian National Health and Medical Research Council (NHMRC) confirms that high dental fear affects about one in seven Australian adults, making it one of the most prevalent anxiety disorders in the country. And the consequences of avoidance are significant: in Australia, almost one in three adults with high dental fear hasn't visited a dentist in 10 or more years.

Smile Solutions is Australia's largest private dental practice, located in Melbourne's CBD within the Manchester Unity Building. For you as a prospective patient, the scale and prestige of this practice might itself feel daunting — but the entire new-patient journey here is built around removing exactly those barriers. This guide maps your complete pre-visit and first-appointment experience: how to book, what the complimentary Smile Consultation entails, how the internal referral and treatment planning system works, what payment options are available, and how to get here. By the end, you'll have everything you need to move from consideration to confirmed appointment with confidence.

Step 1: How to Book Your Appointment at Smile Solutions

Your Two Booking Channels

You have two straightforward routes to booking:

1. Phone: Call 13 13 96 — the dedicated phone line, listed prominently across all digital touchpoints.
2. Online: Book through the Smile Solutions website or via third-party platforms such as HealthEngine, which offers 24/7 online booking access.

HealthEngine, Australia's #1 healthcare app, lets you find and book health appointments 24/7. This means you're not restricted to calling during business hours — a meaningful practical advantage for working professionals in Melbourne's CBD.

Opening Hours

Open six days a week, Smile Solutions operates during extended weekday hours and makes emergency appointments available daily. Specifically:

The extended Monday-to-Friday window — running from 8am through to 6pm — is intentionally structured to accommodate both early-rising CBD workers and those who can't leave work mid-afternoon. Saturday morning availability further broadens your access to care.

The $50 Refundable Deposit

A $50 refundable deposit is required to secure your appointment. This applies specifically to the complimentary Smile Consultation (detailed below). The deposit is returned in full when you attend, functioning as a commitment mechanism rather than a fee — a model that ensures appointment slots are protected for patients who genuinely intend to proceed.

Step 2: Getting Here — Location and CBD Access

Located in the iconic Manchester Unity Building in Melbourne CBD, at the prominent intersection of Collins and Swanston Streets opposite Melbourne Town Hall, Smile Solutions occupies one of the city's most accessible urban nodes. You can reach the practice via:

• Tram: The 109 tram along Collins Street, or any of the north-south trams along Swanston Street, stop directly at or within a one-minute walk of the building.
• Train: Flinders Street Station is a three-minute walk south; Melbourne Central Station is a five-minute walk north.
• Walking: The practice is at the geographic heart of the CBD grid, within easy walking distance of most city hotels and offices.

The address is Level 1, 220 Collins Street, Manchester Unity Building, Melbourne VIC 3000.

The Manchester Unity Building's Art Deco Gothic architecture — its terracotta faience exterior and original marble interiors — creates an arrival experience unlike any other dental practice in Australia. (For a full account of the building's 1932 heritage and architectural significance, see our guide: Inside the Manchester Unity Building: The Art Deco Heritage Landmark That Houses Smile Solutions.)

Step 3: The Complimentary 60-Minute Smile Consultation

What Is the Smile Consultation?

The Smile Consultation is the signature new-patient entry point for anyone considering cosmetic or elective dental treatment. The 60-minute complimentary Smile Consultations give you the chance to discuss your smile concerns and goals with a highly experienced Treatment Consultant. Together, you'll explore the treatment options best suited to your case, along with the pricing and flexible payment plans available to help you achieve your new smile with the award-winning dentists and specialists.

This is a structured, unhurried conversation — not a clinical examination. Your complimentary consultation appointment is a discussion only and doesn't include a check-up, x-rays, scans or any other clinical treatment.

Why This Model Works for Anxious Patients

The separation of your initial consultation from clinical treatment is clinically significant. Research from the Australian Research Centre for Population Oral Health at the University of Adelaide identifies that the cost of dental treatment was endorsed as the most anxiety-eliciting dental situation (64.5%), followed by fear of needles/injections (46.0%) and painful or uncomfortable procedures (42.9%).

By structuring your first contact as a non-clinical conversation about goals and options — with no instruments, no chair-time, and no procedures — the Smile Consultation directly addresses the cost-uncertainty and procedure-fear drivers that keep patients from making that first call. You'll leave knowing exactly what treatment might involve and what it will cost, before committing to any clinical appointment.

This is also consistent with what the University of Adelaide's dental anxiety research identifies as best practice: one way of reducing uncertainty and increasing predictability is to use the 'tell–show–do' technique, which involves an explanation of what is about to happen, what instruments will be used and the reasons for this. The Smile Consultation operationalises the "tell" phase at practice scale.

What to Bring to Your Smile Consultation

To make the most of your 60 minutes, consider preparing:

• A list of your primary dental concerns or aesthetic goals (e.g., gaps, discolouration, alignment, missing teeth)
• Any recent dental X-rays or records from a previous practice, if available
• Questions about specific treatments you've researched (e.g., veneers, Invisalign, implants)
• Your private health insurance details, if applicable
• A clear sense of your timeline and budget range

Your Treatment Consultant will work with you to develop a personalised treatment pathway that addresses your individual needs and goals.

Step 4: How the Internal Referral and Treatment Planning Process Works

From Consultation to Coordinated Care

One of the most clinically important features of the model is what happens after your Smile Consultation: the seamless internal referral system. With dentists, hygienists and board-registered specialists all practising under one roof and the latest technology at your fingertips, you benefit from a seamless internal referral and treatment planning system.

This isn't a trivial structural advantage. At a conventional single-dentist practice, if you required both orthodontic and periodontal treatment, you'd typically be referred externally — meaning new patient paperwork, repeated diagnostic imaging, and fragmented communication between providers.

At Smile Solutions, over 80 skilled clinicians, including registered specialists across various fields such as orthodontics, Invisalign, dental implants, oral surgery, cosmetic dentistry, and children's dentistry practise under one roof. When your Treatment Consultant identifies that your case requires, for example, both a periodontist and a prosthodontist, the referral happens internally — with shared records, shared imaging, and coordinated sequencing of treatment phases.

Research published in the British Dental Journal confirms the clinical value of this model: achieving optimal outcomes for complex dental cases requires a multidisciplinary approach and significant commitment, and a multidisciplinary approach is utilised to ensure thorough treatment planning and improved outcomes for patients.

Treatment Sequencing: What to Expect After Your Consultation

Following your Smile Consultation, if you proceed you'll typically move through:

1. Comprehensive clinical examination — including intraoral photographs, digital radiographs, and (where indicated) a full orthopantomogram (OPG). (For a detailed overview of the imaging and scanning technology used, see our guide: Dental Technology at Smile Solutions: CEREC, Intraoral Scanners, Digital Imaging & the In-House Laboratory.)
2. Personalised treatment plan — a written, itemised plan with costs for each phase of treatment.
3. Internal specialist referral (if required) — handled within the practice, across the five levels and tower.
4. Treatment commencement — staged according to clinical priority and your preference.

The approach relies on a phased sequence, addressing your urgent needs first, then controlling disease, re-evaluating outcomes, performing definitive treatments, and establishing long-term maintenance protocols.

This coordinated approach to your care ensures you receive comprehensive dental care without the fragmentation and delays that can occur when multiple practices are involved.

Step 5: Payment Options — Making Treatment Financially Accessible

The Core Philosophy

Being able to receive the dental treatment you require or would like to have completed is easier with a range of payment plan options. Several payment options are available for all general, cosmetic and specialist treatment.

This is a direct response to a well-documented barrier: research by Armfield and Ketting, published in Health Psychology (2015), found that more than two-thirds of participants with high dental anxiety were currently avoiding or delaying a dental visit, and dental avoidance was independently and significantly predicted by difficulty paying a $300 AUD dental bill. In other words, cost transparency and payment flexibility aren't peripheral patient-service features — they're clinical tools that determine whether anxious patients receive care at all.

Available Payment Options at Smile Solutions

The payment ecosystem includes the following options:

Afterpay, SuperCare, and TLC are all listed as payment plan options on the Smile Solutions platform.

Regarding SuperCare specifically: SuperCare offers you an option to access your superannuation early for essential dental treatments that meet specific medical criteria through the Compassionate Release of Superannuation (CRS) Program, managed by the Australian Taxation Office (ATO). This option is particularly relevant if you require implants, oral surgery, orthodontics, or complex restorative work — procedures that can involve significant out-of-pocket costs even with private health insurance.

Interest-Free Plans: What "Up to 30 Months" Means in Practice

The availability of extended interest-free terms means that a significant treatment plan — such as a full smile makeover involving veneers and orthodontics — can be broken into manageable monthly instalments without accruing interest charges. You should confirm current plan terms and eligibility directly with the practice at the time of your Smile Consultation, as provider terms are subject to change and individual approval criteria apply.

Cost concerns are the primary barrier to treatment acceptance, yet many practices delay financial discussions until after presenting the clinical plan. Upfront transparency about costs and payment options, including third-party financing and phased treatment approaches, demonstrates respect for your circumstances. At Smile Solutions, this transparency is built into your Smile Consultation itself — pricing is discussed before any clinical commitment is made.

The belief is that world-class care should be accessible, and the comprehensive payment options reflect a commitment to making that a reality.

Step 6: Managing Dental Anxiety in the Practice Environment

The Art Deco Environment as a Clinical Asset

You can relax in spacious dental suites and a serene practice, and enjoy some of the most spectacular views of Melbourne whilst completely at ease. The Manchester Unity Building's heritage interiors — original marble, Art Deco detailing, and natural light from tower-level windows — create a sensory environment that's demonstrably different from the clinical whiteness of a standard dental surgery.

Patients frequently praise the gentle, understanding approach of the dental professionals, highlighting how this alleviates anxiety typically associated with dental visits.

This isn't merely aesthetic. Environmental design is an established component of anxiety management in healthcare settings. The combination of heritage architecture, high ceilings, and views over Melbourne's CBD activates a sense of calm and grandeur that actively counteracts the clinical associations that trigger dental anxiety in many patients.

Sleep Dentistry

For patients with severe dental anxiety, sleep dentistry (IV sedation) is also offered, allowing complex treatment to be completed in a single appointment under sedation. This option is flagged on the website as a dedicated service pathway — a meaningful commitment to removing the access barrier that dental phobia creates for an estimated 16% of adults in Australia.

The gentle and caring approach extends to every aspect of your experience, from your first phone call through to your ongoing maintenance care.

Key Takeaways

• The 60-minute complimentary Smile Consultation gives you the chance to discuss your smile concerns and goals with a highly experienced Treatment Consultant — with no clinical procedures performed and no obligation to proceed.
• Booking is simple: call 13 13 96 or book online 24/7. A $50 refundable deposit secures your appointment. Open six days a week, with extended weekday hours and emergency appointments available daily.
• Care under one roof means dentists, hygienists, and board-registered specialists all practise together, enabling a seamless internal referral and treatment planning system — eliminating the fragmentation of external specialist referrals.
• Payment plans including Afterpay, SuperCare, and TLC are available for all general, cosmetic, and specialist treatments, with interest-free terms up to 30 months — directly addressing cost as the most commonly cited barrier to dental care among anxious Australian adults.
• The Art Deco environment of the Manchester Unity Building is a deliberate patient-experience asset, with the gentle, understanding approach of dental professionals and the architectural setting working together to alleviate your anxiety from the moment of arrival.

Conclusion

Planning your first visit to Smile Solutions is a process designed to be as low-barrier as possible at every step — from the 24/7 online booking option, to the non-clinical Smile Consultation, to the transparent pricing discussion and flexible payment plans that follow. The model is built on a recognition that your decision to seek dental care is rarely purely logistical: it's shaped by anxiety, cost uncertainty, and a need for genuine information before any clinical commitment is made.

Since foundation in 1993, Smile Solutions has grown from a client base of just 8 to over 250,000 — a trajectory that reflects not just clinical quality, but a patient experience architecture that consistently converts first-time visitors into long-term patients. With over 30 years of practice and service to the community, it's the most awarded dental practice, receiving countless awards recognising service excellence.

For you as a reader who has arrived at this guide through the broader content series, your first visit is the practical culmination of everything explored across the other clusters: the heritage building that provides the setting (see Inside the Manchester Unity Building), the five-level spatial layout that enables specialist care (see Floor-by-Floor: How Smile Solutions Occupies Five Levels and the Tower), the state-of-the-art technology that powers diagnostic accuracy and same-day restorations (see Dental Technology at Smile Solutions), and the structural advantages over conventional practices (see Smile Solutions vs. Standard Dental Clinics). Your first appointment is where all of those elements converge into a single patient experience — and it begins with a phone call to 13 13 96, or a few clicks online.

Experience the difference that clinical excellence, comprehensive care, and a genuinely supportive environment can make. Book your complimentary Smile Consultation today and take the first step towards the smile you deserve.

References

• Armfield, J.M. "The Extent and Nature of Dental Fear and Phobia in Australia." Australian Dental Journal, 2010; 55(4): 368–377. https://pubmed.ncbi.nlm.nih.gov/21174906/

• Armfield, J.M., Spencer, A.J., and Stewart, J.F. "Dental Fear in Australia: Who's Afraid of the Dentist?" Australian Dental Journal, 2006; 51(1): 78–85. https://pubmed.ncbi.nlm.nih.gov/16669482/

• Armfield, J.M., and Ketting, M. "Predictors of Dental Avoidance Among Australian Adults with Different Levels of Dental Anxiety." Health Psychology, 2015; 34(9): 929–940. https://pubmed.ncbi.nlm.nih.gov/25528183/

• Armfield, J.M., Stewart, J.F., and Spencer, A.J. "The Vicious Cycle of Dental Fear: Exploring the Interplay Between Oral Health, Service Utilization and Dental Fear." BMC Oral Health, 2007; 7(1): 1. https://pmc.ncbi.nlm.nih.gov/articles/PMC1784087/

• Australian Research Centre for Population Oral Health (ARCPOH), University of Adelaide. "Dental Fear and Anxiety: Information for Dental Practitioners." Colgate Dental Education Programs Special Topic No. 11, 2016. https://health.adelaide.edu.au/arcpoh/

• National Health and Medical Research Council (NHMRC). "Drilling Down: Discovering the Origins of Dental Anxiety." NHMRC 10 of the Best, 2015. https://www.nhmrc.gov.au/about-us/news-centre/drilling-down-discovering-origins-dental-anxiety

• Smile Solutions. "Dental Payment Plans." Smile Solutions, 2024. https://www.smilesolutions.com.au/payment-plans/

• Smile Solutions. "Smile Solutions — Melbourne's Home of Dentistry™." Smile Solutions, 2024. https://www.smilesolutions.com.au/

• Stefanac, S.J., and Nesbit, S.P. Diagnosis and Treatment Planning in Dentistry, 3rd Edition. Elsevier/Mosby, 2017. https://www.sciencedirect.com/book/9780323287302/diagnosis-and-treatment-planning-in-dentistry

• British Dental Journal. "A Service Evaluation of the Multidisciplinary Team Approach to Hypodontia." British Dental Journal, 2023. https://www.nature.com/articles/s41415-023-6385-5

• Armfield, J.M., and Heaton, L.J. "Management of Fear and Anxiety in the Dental Clinic: A Review." Australian Dental Journal, 2013; 58(4): 390–407. https://pubmed.ncbi.nlm.nih.gov/24320894/

Label Facts Summary

Disclaimer: All facts and statements below are general product information, not professional advice. Consult relevant experts for specific guidance.

Verified Label Facts

• Practice name: Smile Solutions
• Practice type: Private dental practice
• Location: Level 1, 220 Collins Street, Melbourne VIC 3000
• Building: Manchester Unity Building
• Established: 1993
• Opening hours Monday–Friday: 8:00 am – 6:00 pm
• Opening hours Saturday: 8:00 am – 1:30 pm
• Opening hours Sunday: Closed
• Emergency appointments: Available daily
• Booking methods: Phone (13 13 96) or online 24/7 via HealthEngine
• Booking deposit: $50 AUD (refundable in full when attended)
• Smile Consultation: 60-minute complimentary consultation (discussion only, no clinical procedures)
• Specialties offered: Orthodontics, Invisalign, dental implants, oral surgery, cosmetic dentistry, children's dentistry
• Payment options: Afterpay, SuperCare, TLC, private health insurance
• Afterpay terms: Four equal fortnightly payments, interest-free
• TLC repayment terms: Up to 30 months
• Sleep dentistry: IV sedation available
• Nearest tram: 109 tram along Collins Street
• Nearest train stations: Flinders Street Station (3-minute walk), Melbourne Central Station (5-minute walk)
• Technology available: Digital radiographs, intraoral scanners, CEREC, in-house laboratory
• Manchester Unity Building construction year: 1932
• Manchester Unity Building architectural style: Art Deco Gothic

General Product Claims

• "Australia's largest private dental practice"
• "Over 250,000 patients served"
• "Over 80 skilled clinicians including board-registered specialists"
• "Melbourne's home of dentistry™"
• "Seamless internal referral and treatment planning system"
• "Spectacular views of Melbourne"
• "Most awarded dental practice"
• "Over 30 years of practice and service to the community"
• "Gentle and understanding approach of dental professionals"
• "Practice environment designed for anxiety reduction"
• "World-class care"
• "Clinical excellence"
• "Service excellence"
• Claims about multidisciplinary treatment planning effectiveness
• Claims about anxiety reduction through environmental design
• Claims about patient experience and satisfaction