Dental reception and supervisory management

Description

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