Dental reception and supervisory management / Glenys Bridges.

Format:

Book

Author/Creator:

Bridges, Glenys, 1956- author.

Contributor:

Wiley InterScience (Online service)

Standardized Title:

Dental reception and practice management

Language:

English

Subjects (All):

Dental offices--Management.

Dental offices.

Receptionists.

Physical Description:

1 online resource

polychrome

Edition:

Second edition.

Place of Publication:

Hoboken, NJ : WILEY Blackwell, 2019.

System Details:

text file

Contents:

1 The Developing World of Dental Care Services p. 1

History of the Nonclinical Dental Team p. 1

The Ethos and Ethics of Dental Care p. 4

Dental Reception Skills p. 6

Supervisory Management Skills p. 8

Reception Manager Personal Specifications p. 11

Salary p. 12

2 Administration p. 13

The Administrative Role on the Front Desk p. 13

Building Dynamic Systems p. 14

Dental Reception Systems p. 14

Keeping Systems Fit for Purpose p. 15

Supervising Administrative Tasks Carried out by Receptionists in Your Practice p. 17

Rules for an Effective and Efficient Reception Desk p. 19

Providing Written Instructions p. 21

3 Marketing p. 23

Marketing Definition p. 23

Market Research p. 24

Marketing Mix p. 24

Effective Marketing to Create a Competitive Edge p. 27

Product Sales p. 27

4 Financial Administration p. 31

Financial Aspects of Patient Consent p. 31

Managing Cash Flow p. 31

Credit and Collections p. 31

Protecting Practice Income p. 31

Terms of Business p. 32

Informing Patients of Fees and Payment Terms p. 33

Written Estimates p. 33

Payments Due p. 34

Collecting Fees Patient Payments p. 34

Informing Patients of Fees Due p. 34

Perception of Value: Car Parking Issues and Welcome Packs p. 35

5 Staff Selection p. 37

Define the Current Needs of the Practice p. 39

Advertising Job Openings p. 42

Preparing a Fulfilment Pack and Posting the Job p. 42

Creating the Shortlist p. 42

The Provisional Job Offer p. 44

Appendix 5.1: Interview Record Form p. 44

6 Quality Management p. 47

Quality in Dental Care p. 47

The Receptionists Role for Quality Management p. 47

Health and Social Care Act 2008 p. 47

The Role of Policy and Procedure p. 48

Continuous Improvement p. 49

Quality Theory p. 49

Total Quality Management (TQM) p. 52

Policy Building p. 52

Making Improvements p. 53

Systemic Shortfalls p. 53

Quality Audit p. 55

Policy, Process, and Procedure p. 56

Quality Circles in Practice p. 57

Quality Summary p. 58

7 Working as a Team p. 59

The Role of Management and Leadership p. 59

Nature and Nurture p. 60

Team Roles and Related Behaviours p. 60

Communication - The Cement of Society p. 62

Defence Mechanisms p. 63

Burnout p. 63

Working Successfully with Difficult People p. 63

What Can You Do? p. 67

Communicate with Care p. 67

8 Team Meetings p. 69

Structuring Team Meetings p. 69

Communication Aids for a Team Meeting p. 71

Experiential Learning p. 72

Structure Information to Assist Remembering p. 73

Answering Questions p. 75

Gathering Feedback p. 75

9 Safety and Well Being p. 77

Safeguarding p. 77

Safeguarding Children and Vulnerable Adults p. 77

Vulnerable Adults p. 77

A Stepped Approach to Safeguarding p. 77

Principles of Safeguarding Vulnerable Adults p. 78

Children p. 79

Modern Slavery Act of 2015 p. 80

Mental Capacity Act of 2005 p. 81

Health and Safety Laws p. 83

Risk Assessment - Because Prevention Is Better than Cure p. 84

Hazards p. 86

Employee Responsibilities p. 89

10 Customer Care p. 91

Steps of the Patient Journey p. 91

Customer Care Strategy p. 92

Making Patients Feel Valued p. 95

Gathering Patient Feedback p. 98

Private Dental Care Complaints p. 101

11 Treatment Coordination p. 103

The Business Case for Care Coordination p. 104

Working with Patients p. 106

Care Plan Scripts p. 107

Preventative Home Care p. 108

Appointment Planning p. 108

Ethical Aspects OF Coordinated Care p. 109

Ethical Selling p. 109

Informed Consent p. 110

Care Quality Standards p. 110

12 Computers in Dentistry p. 113

Using Computers for Dental Administration p. 113

Data Security and Protection - NHS Practices p. 113

General Data Protection Regulations p. 115

Emails and Messaging p. 116

Health and Safety Issues when Using Computers at Work p. 117.

Notes:

Includes bibliographical references and index.

Electronic reproduction. Hoboken, N.J. Available via World Wide Web.

Online resource; title from PDF title page (EBSCO, viewed February 1, 2019).

ISBN:

9781119513063

1119513065

9781119513025

1119513022

9781119512967

1119512964

Publisher Number:

99980746381

Access Restriction:

Restricted for use by site license.