Dental reception and supervisory management

✍ Scribed by Bridges, Glenys

• Publisher: WILEY Blackwell
• Year: 2019
• Tongue: English
• Leaves: 136
• Edition: Second edition
• Category: Library

✦ Table of Contents

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
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&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
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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
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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
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Advertising Job Openings 42&lt
/p&gt
&lt
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Preparing a Fulfilment Pack and Posting the Job 42&lt
/p&gt
&lt
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Creating the Shortlist 42&lt
/p&gt
&lt
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Interviewing 43&lt
/p&gt
&lt
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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
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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
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Systemic Shortfalls 53&lt
/p&gt
&lt
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Quality Audit 55&lt
/p&gt
&lt
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Policy, Process, and Procedure 56&lt
/p&gt
&lt
p&gt
Quality Circles in Practice 57&lt
/p&gt
&lt
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Quality Summary 58&lt
/p&gt
&lt
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&lt
b&gt
7 Working as a Team 59&lt
/b&gt
&lt
/p&gt
&lt
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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
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Communicate with Care 67&lt
/p&gt
&lt
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&lt
b&gt
8 Team Meetings 69&lt
/b&gt
&lt
/p&gt
&lt
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Introduction 69&lt
/p&gt
&lt
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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
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Structure Information to Assist Remembering 73&lt
/p&gt
&lt
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Answering Questions 75&lt
/p&gt
&lt
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Gathering Feedback 75&lt
/p&gt
&lt
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&lt
b&gt
9 Safety and Well Being 77&lt
/b&gt
&lt
/p&gt
&lt
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Safeguarding 77&lt
/p&gt
&lt
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Safeguarding Children and Vulnerable Adults 77&lt
/p&gt
&lt
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Vulnerable Adults 77&lt
/p&gt
&lt
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A Stepped Approach to Safeguarding 77&lt
/p&gt
&lt
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Principles of Safeguarding Vulnerable Adults 78&lt
/p&gt
&lt
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Children 79&lt
/p&gt
&lt
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Modern Slavery Act of 2015 80&lt
/p&gt
&lt
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Mental Capacity Act of 2005 81&lt
/p&gt
&lt
p&gt
Health and Safety Laws 83&lt
/p&gt
&lt
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Risk Assessment − Because Prevention Is Better than Cure 84&lt
/p&gt
&lt
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Hazards 86&lt
/p&gt
&lt
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Employee Responsibilities 89&lt
/p&gt
&lt
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&lt
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10 Customer Care 91&lt
/b&gt
&lt
/p&gt
&lt
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Steps of the Patient Journey 91&lt
/p&gt
&lt
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Customer Care Strategy 92&lt
/p&gt
&lt
p&gt
Making Patients Feel Valued 95&lt
/p&gt
&lt
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Gathering Patient Feedback 98&lt
/p&gt
&lt
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Private Dental Care Complaints 101&lt
/p&gt
&lt
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&lt
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11 Treatment Coordination 103&lt
/b&gt
&lt
/p&gt
&lt
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Practical Considerations 103&lt
/p&gt
&lt
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The Business Case for Care Coordination 104&lt
/p&gt
&lt
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Working with Patients 106&lt
/p&gt
&lt
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Care Plan Scripts 107&lt
/p&gt
&lt
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Preventative Home Care 108&lt
/p&gt
&lt
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Appointment Planning 108&lt
/p&gt
&lt
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Practical Considerations 108&lt
/p&gt
&lt
p&gt
Ethical Aspects of Coordinated Care 109&lt
/p&gt
&lt
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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
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Health and Safety Issues when Using Computers at Work 117&lt
/p&gt
&lt
p&gt
Index 119&lt
/p&gt

✦ Subjects

Dental offices -- Management.;Receptionists.;MEDICAL / Dentistry / General.