Dental reception and supervisory management

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Preface ix<
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About the Companion Website xi<
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1 The Developing World of Dental Care Services 1<
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History of the Nonclinical Dental Team 1<
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The Ethos and Ethics of Dental Care 4<
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Dental Reception Skills 6<
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Supervisory Management Skills 8<
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Reception Manager Personal Specifications 11<
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Salary 12<
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2 Administration 13<
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The Administrative Role on the Front Desk 13<
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Building Dynamic Systems 14<
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Dental Reception Systems 14<
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Keeping Systems Fit for Purpose 15<
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Supervising Administrative Tasks Carried out by Receptionists in Your Practice 17<
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Rules for an Effective and Efficient Reception Desk 19<
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Providing Written Instructions 21<
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3 Marketing 23<
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Marketing Definition 23<
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Market Research 24<
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Marketing Mix 24<
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Effective Marketing to Create a Competitive Edge 27<
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Product Sales 27<
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4 Financial Administration 31<
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Financial Aspects of Patient Consent 31<
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Managing Cash Flow 31<
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Credit and Collections 31<
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Protecting Practice Income 31<
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Terms of Business 32<
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Informing Patients of Fees and Payment Terms 33<
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Written Estimates 33<
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Payments Due 34<
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Collecting Fees Patient Payments 34<
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Informing Patients of Fees Due 34<
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Website 35<
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Perception of Value: Car Parking Issues and Welcome Packs 35<
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5 Staff Selection 37<
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Define the Current Needs of the Practice 39<
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Advertising Job Openings 42<
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Preparing a Fulfilment Pack and Posting the Job 42<
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Creating the Shortlist 42<
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Interviewing 43<
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The Provisional Job Offer 44<
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Appendix 5.1: Interview Record Form 44<
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6 Quality Management 47<
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Quality in Dental Care 47<
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The Receptionists Role for Quality Management 47<
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Health and Social Care Act 2008 47<
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Definitions 48<
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The Role of Policy and Procedure 48<
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Continuous Improvement 49<
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Quality Theory 49<
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Total Quality Management (TQM) 52<
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Policy Building 52<
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Making Improvements 53<
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Systemic Shortfalls 53<
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Quality Audit 55<
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Policy, Process, and Procedure 56<
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Quality Circles in Practice 57<
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Quality Summary 58<
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7 Working as a Team 59<
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The Role of Management and Leadership 59<
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Nature and Nurture 60<
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Team Roles and Related Behaviours 60<
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Communication --
The Cement of Society 62<
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Defence Mechanisms 63<
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Burnout 63<
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Working Successfully with Difficult People 63<
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What Can You Do? 67<
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Communicate with Care 67<
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8 Team Meetings 69<
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Introduction 69<
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Structuring Team Meetings 69<
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Communication Aids for a Team Meeting 71<
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Experiential Learning 72<
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Structure Information to Assist Remembering 73<
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Answering Questions 75<
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Gathering Feedback 75<
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9 Safety and Well Being 77<
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Safeguarding 77<
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Safeguarding Children and Vulnerable Adults 77<
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Vulnerable Adults 77<
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A Stepped Approach to Safeguarding 77<
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Principles of Safeguarding Vulnerable Adults 78<
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Children 79<
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Modern Slavery Act of 2015 80<
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Mental Capacity Act of 2005 81<
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Health and Safety Laws 83<
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Risk Assessment − Because Prevention Is Better than Cure 84<
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Hazards 86<
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Employee Responsibilities 89<
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10 Customer Care 91<
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Steps of the Patient Journey 91<
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Customer Care Strategy 92<
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Making Patients Feel Valued 95<
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Gathering Patient Feedback 98<
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Private Dental Care Complaints 101<
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11 Treatment Coordination 103<
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Practical Considerations 103<
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The Business Case for Care Coordination 104<
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Working with Patients 106<
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Care Plan Scripts 107<
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Preventative Home Care 108<
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Appointment Planning 108<
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Practical Considerations 108<
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Ethical Aspects of Coordinated Care 109<
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Ethical Selling 109<
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Informed Consent 110<
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Practical Considerations 110<
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Care Quality Standards 110<
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12 Computers in Dentistry 113<
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Using Computers for Dental Administration 113<
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Data Security and Protection --
NHS Practices 113<
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General Data Protection Regulations 115<
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Emails and Messaging 116<
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Health and Safety Issues when Using Computers at Work 117<
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Index 119<
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