Dental Reception and Supervisory Management 2nd Edition by Glenys Bridges ISBN 1119513022 9781119513025

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Product details:

ISBN 10:       1119513022
ISBN 13: 978-1119513025
Author:         Glenys Bridges 

Dental Reception and Practice Management 2^nd Edition is the dental office administrator’s essential companion to all aspects of reception work and supervisory practice management duties. The book covers vital interpersonal skills and the important aspects of business management and marketing relevant to dentistry. In addition, it explains the development of dental care, enhancing the reader’s understanding and awareness of the necessary clinical aspects of dentistry. It also addresses the General Dental Council’s Standards for the Dental Team, which details the nine principals for observing patient rights, and looks at new regulations introduced by the Health and Social Care Act.

• Provides practical advice for dental receptionists wishing to upgrade their skills
• Covers all aspects of the receptionist role, from administration and marketing to quality management and patient experience
• Looks at new standards and regulations put into effect
• Offers concrete suggestions to improve dental practices and further patient health
• Includes access to a companion website with case studies and links to useful websites

Dental Reception and Practice Management 2^nd Edition is designed for use by dental receptionists in practice and for use in dental reception courses. It will also greatly benefit dental nurses, dental hygienists, and dentists.

Dental Reception and Supervisory Management 2nd Table of contents:

1. The Developing World of Dental Care Services

• History of the Nonclinical Dental Team
• The Ethos and Ethics of Dental Care
• Dental Reception Skills
• Supervisory Management Skills
• Reception Manager Personal Specifications
• Salary

2. Administration

• The Administrative Role on the Front Desk
• Building Dynamic Systems
• Dental Reception Systems
• Keeping Systems Fit for Purpose
• Supervising Administrative Tasks Carried out by Receptionists in Your Practice
• Rules for an Effective and Efficient Reception Desk
• Providing Written Instructions

3. Marketing

• Marketing Definition
• Market Research
• Marketing Mix
• Effective Marketing to Create a Competitive Edge
• Product Sales

4. Financial Administration

• Financial Aspects of Patient Consent
• Managing Cash Flow
• Credit and Collections
• Protecting Practice Income
• Terms of Business
• Informing Patients of Fees and Payment Terms
• Written Estimates
• Payments Due
• Collecting Fees Patient Payments
• Informing Patients of Fees Due
• Website
• Perception of Value: Car Parking Issues and Welcome Packs

5. Staff Selection

• Define the Current Needs of the Practice
• Advertising Job Openings
• Preparing a Fulfilment Pack and Posting the Job
• Creating the Shortlist
• Interviewing
• The Provisional Job Offer
• Appendix 5.1: Interview Record Form

6. Quality Management

• Quality in Dental Care
• The Receptionists Role for Quality Management
• Health and Social Care Act 2008
• Definitions
• The Role of Policy and Procedure
• Continuous Improvement
• Quality Theory
• Total Quality Management (TQM)
• Policy Building
• Making Improvements
• Systemic Shortfalls
• Quality Audit
• Policy, Process, and Procedure
• Quality Circles in Practice
• Quality Summary

7. Working as a Team

• The Role of Management and Leadership
• Nature and Nurture
• Team Roles and Related Behaviours
• Communication – The Cement of Society
• Defence Mechanisms
• Burnout
• Working Successfully with Difficult People
• What Can You Do?
• Communicate with Care

8. Team Meetings

• Introduction
• Structuring Team Meetings
• Communication Aids for a Team Meeting
• Experiential Learning
• Structure Information to Assist Remembering
• Answering Questions
• Gathering Feedback

9. Safety and Well Being

• Safeguarding
• Safeguarding Children and Vulnerable Adults
• Vulnerable Adults
• A Stepped Approach to Safeguarding
• Principles of Safeguarding Vulnerable Adults
• Children
• Modern Slavery Act of 2015
• Mental Capacity Act of 2005
• Health and Safety Laws
• Risk Assessment − Because Prevention Is Better than Cure
• Hazards
• Employee Responsibilities

10. Customer Care

• Steps of the Patient Journey
• Customer Care Strategy
• Making Patients Feel Valued
• Gathering Patient Feedback
• Private Dental Care Complaints

11. Treatment Coordination

• Practical Considerations
• The Business Case for Care Coordination
• Working with Patients
• Care Plan Scripts
• Preventative Home Care
• Appointment Planning
• Practical Considerations
• Ethical Aspects of Coordinated Care
• Ethical Selling
• Informed Consent
• Practical Considerations
• Care Quality Standards

12. Computers in Dentistry

• Using Computers for Dental Administration
• Data Security and Protection – NHS Practices
• General Data Protection Regulations
• Emails and Messaging
• Health and Safety Issues when Using Computers at Work

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