Dental Reception and Practice Management 2nd Edition is the dental office administrator's essential companion to all aspects of reception work and supervisory practice management duties. The book covers vital interpersonal skills and the important aspects of business management and marketing relevant to dentistry. In addition, it explains the development of dental care, enhancing the reader's understanding and awareness of the necessary clinical aspects of dentistry. It also addresses the General Dental Council's Standards for the Dental Team, which details the nine principals for observing patient rights, and looks at new regulations introduced by the Health and Social Care Act.
Provides practical advice for dental receptionists wishing to upgrade their skills Covers all aspects of the receptionist role, from administration and marketing to quality management and patient experience Looks at new standards and regulations put into effect Offers concrete suggestions to improve dental practices and further patient health Includes access to a companion website with case studies and links to useful websites Dental Reception and Practice Management 2nd Edition is designed for use by dental receptionists in practice and for use in dental reception courses. It will also greatly benefit dental nurses, dental hygienists, and dentists.
Country of Publication:
19 April 2019
Professional and scholarly
Preface ix About the Companion Website xi 1 The Developing World of Dental Care Services 1 History of the Nonclinical Dental Team 1 The Ethos and Ethics of Dental Care 4 Dental Reception Skills 6 Supervisory Management Skills 8 Reception Manager Personal Specifications 11 Salary 12 2 Administration 13 The Administrative Role on the Front Desk 13 Building Dynamic Systems 14 Dental Reception Systems 14 Keeping Systems Fit for Purpose 15 Supervising Administrative Tasks Carried out by Receptionists in Your Practice 17 Rules for an Effective and Efficient Reception Desk 19 Providing Written Instructions 21 3 Marketing 23 Marketing Definition 23 Market Research 24 Marketing Mix 24 Effective Marketing to Create a Competitive Edge 27 Product Sales 27 4 Financial Administration 31 Financial Aspects of Patient Consent 31 Managing Cash Flow 31 Credit and Collections 31 Protecting Practice Income 31 Terms of Business 32 Informing Patients of Fees and Payment Terms 33 Written Estimates 33 Payments Due 34 Collecting Fees Patient Payments 34 Informing Patients of Fees Due 34 Website 35 Perception of Value: Car Parking Issues and Welcome Packs 35 5 Staff Selection 37 Define the Current Needs of the Practice 39 Advertising Job Openings 42 Preparing a Fulfilment Pack and Posting the Job 42 Creating the Shortlist 42 Interviewing 43 The Provisional Job Offer 44 Appendix 5.1: Interview Record Form 44 6 Quality Management 47 Quality in Dental Care 47 The Receptionists Role for Quality Management 47 Health and Social Care Act 2008 47 Definitions 48 The Role of Policy and Procedure 48 Continuous Improvement 49 Quality Theory 49 Total Quality Management (TQM) 52 Policy Building 52 Making Improvements 53 Systemic Shortfalls 53 Quality Audit 55 Policy, Process, and Procedure 56 Quality Circles in Practice 57 Quality Summary 58 7 Working as a Team 59 The Role of Management and Leadership 59 Nature and Nurture 60 Team Roles and Related Behaviours 60 Communication - The Cement of Society 62 Defence Mechanisms 63 Burnout 63 Working Successfully with Difficult People 63 What Can You Do? 67 Communicate with Care 67 8 Team Meetings 69 Introduction 69 Structuring Team Meetings 69 Communication Aids for a Team Meeting 71 Experiential Learning 72 Structure Information to Assist Remembering 73 Answering Questions 75 Gathering Feedback 75 9 Safety and Well Being 77 Safeguarding 77 Safeguarding Children and Vulnerable Adults 77 Vulnerable Adults 77 A Stepped Approach to Safeguarding 77 Principles of Safeguarding Vulnerable Adults 78 Children 79 Modern Slavery Act of 2015 80 Mental Capacity Act of 2005 81 Health and Safety Laws 83 Risk Assessment Because Prevention Is Better than Cure 84 Hazards 86 Employee Responsibilities 89 10 Customer Care 91 Steps of the Patient Journey 91 Customer Care Strategy 92 Making Patients Feel Valued 95 Gathering Patient Feedback 98 Private Dental Care Complaints 101 11 Treatment Coordination 103 Practical Considerations 103 The Business Case for Care Coordination 104 Working with Patients 106 Care Plan Scripts 107 Preventative Home Care 108 Appointment Planning 108 Practical Considerations 108 Ethical Aspects of Coordinated Care 109 Ethical Selling 109 Informed Consent 110 Practical Considerations 110 Care Quality Standards 110 12 Computers in Dentistry 113 Using Computers for Dental Administration 113 Data Security and Protection - NHS Practices 113 General Data Protection Regulations 115 Emails and Messaging 116 Health and Safety Issues when Using Computers at Work 117 Index 119
About the Author Glenys 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.
Reviews for Dental Reception and Supervisory Management
The book provides a vast amount of information in a lot of detail on aspects of personal as well as work life. Although not a crucial read for British undergraduates, it would be useful for any dentist seeking further knowledge on setting up a practice, or who has an interest in management. (British Dental Journal, 10 December 2010)