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
