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.