Dental Reception and Supervisory Management

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