Dental Reception and Supervisory Management

ISBN-13: 9781119513087 / Angielski / Miękka / 2019 / 136 str.

Glenys Bridges

Spis treści

Preface ixAbout the Companion Website xi1 The Developing World of Dental Care Services 1History of the Nonclinical Dental Team 1The Ethos and Ethics of Dental Care 4Dental Reception Skills 6Supervisory Management Skills 8Reception Manager Personal Specifications 11Salary 122 Administration 13The Administrative Role on the Front Desk 13Building Dynamic Systems 14Dental Reception Systems 14Keeping Systems Fit for Purpose 15Supervising Administrative Tasks Carried out by Receptionists in Your Practice 17Rules for an Effective and Efficient Reception Desk 19Providing Written Instructions 213 Marketing 23Marketing Definition 23Market Research 24Marketing Mix 24Effective Marketing to Create a Competitive Edge 27Product Sales 274 Financial Administration 31Financial Aspects of Patient Consent 31Managing Cash Flow 31Credit and Collections 31Protecting Practice Income 31Terms of Business 32Informing Patients of Fees and Payment Terms 33Written Estimates 33Payments Due 34Collecting Fees Patient Payments 34Informing Patients of Fees Due 34Website 35Perception of Value: Car Parking Issues and Welcome Packs 355 Staff Selection 37Define the Current Needs of the Practice 39Advertising Job Openings 42Preparing a Fulfilment Pack and Posting the Job 42Creating the Shortlist 42Interviewing 43The Provisional Job Offer 44Appendix 5.1: Interview Record Form 446 Quality Management 47Quality in Dental Care 47The Receptionists Role for Quality Management 47Health and Social Care Act 2008 47Definitions 48The Role of Policy and Procedure 48Continuous Improvement 49Quality Theory 49Total Quality Management (TQM) 52Policy Building 52Making Improvements 53Systemic Shortfalls 53Quality Audit 55Policy, Process, and Procedure 56Quality Circles in Practice 57Quality Summary 587 Working as a Team 59The Role of Management and Leadership 59Nature and Nurture 60Team Roles and Related Behaviours 60Communication - The Cement of Society 62Defence Mechanisms 63Burnout 63Working Successfully with Difficult People 63What Can You Do? 67Communicate with Care 678 Team Meetings 69Introduction 69Structuring Team Meetings 69Communication Aids for a Team Meeting 71Experiential Learning 72Structure Information to Assist Remembering 73Answering Questions 75Gathering Feedback 759 Safety and Well Being 77Safeguarding 77Safeguarding Children and Vulnerable Adults 77Vulnerable Adults 77A Stepped Approach to Safeguarding 77Principles of Safeguarding Vulnerable Adults 78Children 79Modern Slavery Act of 2015 80Mental Capacity Act of 2005 81Health and Safety Laws 83Risk Assessment . Because Prevention Is Better than Cure 84Hazards 86Employee Responsibilities 8910 Customer Care 91Steps of the Patient Journey 91Customer Care Strategy 92Making Patients Feel Valued 95Gathering Patient Feedback 98Private Dental Care Complaints 10111 Treatment Coordination 103Practical Considerations 103The Business Case for Care Coordination 104Working with Patients 106Care Plan Scripts 107Preventative Home Care 108Appointment Planning 108Practical Considerations 108Ethical Aspects of Coordinated Care 109Ethical Selling 109Informed Consent 110Practical Considerations 110Care Quality Standards 11012 Computers in Dentistry 113Using Computers for Dental Administration 113Data Security and Protection - NHS Practices 113General Data Protection Regulations 115Emails and Messaging 116Health and Safety Issues when Using Computers at Work 117Index 119

O autorze

About the AuthorGlenys Bridges, MCIPD, FBDPMA, RDN, dip. DPM, is an experienced management and administration trainer with more than 20 years working with General Dental Practitioners and their teams. She works with dental professionals delivering dental education and CPD in Leadership and Management, Communication and Professionalism, and has expertise and qualifications in Counselling and Life Coaching.