Dental Reception and Practice Management

About the Author......Page 8
Special Acknowledgements......Page 10
Introduction......Page 11
Section 1 Overview of Dental Care Administration......Page 12
History of the non-clinical dental team......Page 14
The ethos and ethics of dental care......Page 16
Dental reception skills......Page 19
Practice management skills......Page 22
The team......Page 28
Official bodies within dentistry......Page 36
Representative bodies......Page 41
Section 2 Front-of-house Skills......Page 46
Communicating with colleagues......Page 48
Communicating with patients......Page 57
Communicating with suppliers......Page 64
Confidentiality......Page 70
Informed consent to treatment......Page 73
Permitted duties......Page 75
Clinical Governance......Page 76
Dealing with difficult people......Page 84
Health and safety......Page 93
Cross-infection control......Page 102
Booking treatments......Page 108
What you need to know when booking appointments......Page 109
Administrative systems......Page 126
Patient recalls......Page 129
Handling patient complaints......Page 130
Patient payments......Page 134
NHS and private care options......Page 140
Sales of dental goods......Page 145
Using computers for dental administration......Page 150
Use of Microsoft programs......Page 155
E-mails and messaging......Page 156
Dental charting......Page 160
Glossary......Page 163
Section 3 Planning and Managing Dental Services......Page 176
The tactical management process......Page 178
Motivation......Page 182
Leadership......Page 187
Staff selection......Page 192
New staff inductions......Page 196
Staff appraisals......Page 199
Policy development......Page 204
Marketing dental services......Page 207
Risk management......Page 216
Financial management......Page 220
The business plan......Page 221
General Bibliography......Page 226
Websites......Page 227
Index......Page 228