{"product_id":"dental-reception-and-supervisory-management-isbn-9781119513087","title":"Dental Reception and Supervisory Management","description":"\u003cp\u003e\u003ci\u003eDental Reception and Practice Management 2nd Edition\u003c\/i\u003e 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.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eProvides practical advice for dental receptionists wishing to upgrade their skills\u003c\/li\u003e \u003cli\u003eCovers all aspects of the receptionist role, from administration and marketing to quality management and patient experience\u003c\/li\u003e \u003cli\u003eLooks at new standards and regulations put into effect\u003c\/li\u003e \u003cli\u003eOffers concrete suggestions to improve dental practices and further patient health\u003c\/li\u003e \u003cli\u003eIncludes access to a companion website with case studies and links to useful websites\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e\u003ci\u003eDental Reception and Practice Management 2nd Edition\u003c\/i\u003e 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.\u003c\/p\u003e \u003cp\u003ePreface ix\u003c\/p\u003e \u003cp\u003eAbout the Companion Website xi\u003c\/p\u003e \u003cp\u003e\u003cb\u003e1 The Developing World of Dental Care Services 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eHistory of the Nonclinical Dental Team 1\u003c\/p\u003e \u003cp\u003eThe Ethos and Ethics of Dental Care 4\u003c\/p\u003e \u003cp\u003eDental Reception Skills 6\u003c\/p\u003e \u003cp\u003eSupervisory Management Skills 8\u003c\/p\u003e \u003cp\u003eReception Manager Personal Specifications 11\u003c\/p\u003e \u003cp\u003eSalary 12\u003c\/p\u003e \u003cp\u003e\u003cb\u003e2 Administration 13\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Administrative Role on the Front Desk 13\u003c\/p\u003e \u003cp\u003eBuilding Dynamic Systems 14\u003c\/p\u003e \u003cp\u003eDental Reception Systems 14\u003c\/p\u003e \u003cp\u003eKeeping Systems Fit for Purpose 15\u003c\/p\u003e \u003cp\u003eSupervising Administrative Tasks Carried out by Receptionists in Your Practice 17\u003c\/p\u003e \u003cp\u003eRules for an Effective and Efficient Reception Desk 19\u003c\/p\u003e \u003cp\u003eProviding Written Instructions 21\u003c\/p\u003e \u003cp\u003e\u003cb\u003e3 Marketing 23\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eMarketing Definition 23\u003c\/p\u003e \u003cp\u003eMarket Research 24\u003c\/p\u003e \u003cp\u003eMarketing Mix 24\u003c\/p\u003e \u003cp\u003eEffective Marketing to Create a Competitive Edge 27\u003c\/p\u003e \u003cp\u003eProduct Sales 27\u003c\/p\u003e \u003cp\u003e\u003cb\u003e4 Financial Administration 31\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFinancial Aspects of Patient Consent 31\u003c\/p\u003e \u003cp\u003eManaging Cash Flow 31\u003c\/p\u003e \u003cp\u003eCredit and Collections 31\u003c\/p\u003e \u003cp\u003eProtecting Practice Income 31\u003c\/p\u003e \u003cp\u003eTerms of Business 32\u003c\/p\u003e \u003cp\u003eInforming Patients of Fees and Payment Terms 33\u003c\/p\u003e \u003cp\u003eWritten Estimates 33\u003c\/p\u003e \u003cp\u003ePayments Due 34\u003c\/p\u003e \u003cp\u003eCollecting Fees Patient Payments 34\u003c\/p\u003e \u003cp\u003eInforming Patients of Fees Due 34\u003c\/p\u003e \u003cp\u003eWebsite 35\u003c\/p\u003e \u003cp\u003ePerception of Value: Car Parking Issues and Welcome Packs 35\u003c\/p\u003e \u003cp\u003e\u003cb\u003e5 Staff Selection 37\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDefine the Current Needs of the Practice 39\u003c\/p\u003e \u003cp\u003eAdvertising Job Openings 42\u003c\/p\u003e \u003cp\u003ePreparing a Fulfilment Pack and Posting the Job 42\u003c\/p\u003e \u003cp\u003eCreating the Shortlist 42\u003c\/p\u003e \u003cp\u003eInterviewing 43\u003c\/p\u003e \u003cp\u003eThe Provisional Job Offer 44\u003c\/p\u003e \u003cp\u003eAppendix 5.1: Interview Record Form 44\u003c\/p\u003e \u003cp\u003e\u003cb\u003e6 Quality Management 47\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eQuality in Dental Care 47\u003c\/p\u003e \u003cp\u003eThe Receptionists Role for Quality Management 47\u003c\/p\u003e \u003cp\u003eHealth and Social Care Act 2008 47\u003c\/p\u003e \u003cp\u003eDefinitions 48\u003c\/p\u003e \u003cp\u003eThe Role of Policy and Procedure 48\u003c\/p\u003e \u003cp\u003eContinuous Improvement 49\u003c\/p\u003e \u003cp\u003eQuality Theory 49\u003c\/p\u003e \u003cp\u003eTotal Quality Management (TQM) 52\u003c\/p\u003e \u003cp\u003ePolicy Building 52\u003c\/p\u003e \u003cp\u003eMaking Improvements 53\u003c\/p\u003e \u003cp\u003eSystemic Shortfalls 53\u003c\/p\u003e \u003cp\u003eQuality Audit 55\u003c\/p\u003e \u003cp\u003ePolicy, Process, and Procedure 56\u003c\/p\u003e \u003cp\u003eQuality Circles in Practice 57\u003c\/p\u003e \u003cp\u003eQuality Summary 58\u003c\/p\u003e \u003cp\u003e\u003cb\u003e7 Working as a Team 59\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Role of Management and Leadership 59\u003c\/p\u003e \u003cp\u003eNature and Nurture 60\u003c\/p\u003e \u003cp\u003eTeam Roles and Related Behaviours 60\u003c\/p\u003e \u003cp\u003eCommunication – The Cement of Society 62\u003c\/p\u003e \u003cp\u003eDefence Mechanisms 63\u003c\/p\u003e \u003cp\u003eBurnout 63\u003c\/p\u003e \u003cp\u003eWorking Successfully with Difficult People 63\u003c\/p\u003e \u003cp\u003eWhat Can You Do? 67\u003c\/p\u003e \u003cp\u003eCommunicate with Care 67\u003c\/p\u003e \u003cp\u003e\u003cb\u003e8 Team Meetings 69\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroduction 69\u003c\/p\u003e \u003cp\u003eStructuring Team Meetings 69\u003c\/p\u003e \u003cp\u003eCommunication Aids for a Team Meeting 71\u003c\/p\u003e \u003cp\u003eExperiential Learning 72\u003c\/p\u003e \u003cp\u003eStructure Information to Assist Remembering 73\u003c\/p\u003e \u003cp\u003eAnswering Questions 75\u003c\/p\u003e \u003cp\u003eGathering Feedback 75\u003c\/p\u003e \u003cp\u003e\u003cb\u003e9 Safety and Well Being 77\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSafeguarding 77\u003c\/p\u003e \u003cp\u003eSafeguarding Children and Vulnerable Adults 77\u003c\/p\u003e \u003cp\u003eVulnerable Adults 77\u003c\/p\u003e \u003cp\u003eA Stepped Approach to Safeguarding 77\u003c\/p\u003e \u003cp\u003ePrinciples of Safeguarding Vulnerable Adults 78\u003c\/p\u003e \u003cp\u003eChildren 79\u003c\/p\u003e \u003cp\u003eModern Slavery Act of 2015 80\u003c\/p\u003e \u003cp\u003eMental Capacity Act of 2005 81\u003c\/p\u003e \u003cp\u003eHealth and Safety Laws 83\u003c\/p\u003e \u003cp\u003eRisk Assessment − Because Prevention Is Better than Cure 84\u003c\/p\u003e \u003cp\u003eHazards 86\u003c\/p\u003e \u003cp\u003eEmployee Responsibilities 89\u003c\/p\u003e \u003cp\u003e\u003cb\u003e10 Customer Care 91\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSteps of the Patient Journey 91\u003c\/p\u003e \u003cp\u003eCustomer Care Strategy 92\u003c\/p\u003e \u003cp\u003eMaking Patients Feel Valued 95\u003c\/p\u003e \u003cp\u003eGathering Patient Feedback 98\u003c\/p\u003e \u003cp\u003ePrivate Dental Care Complaints 101\u003c\/p\u003e \u003cp\u003e\u003cb\u003e11 Treatment Coordination 103\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePractical Considerations 103\u003c\/p\u003e \u003cp\u003eThe Business Case for Care Coordination 104\u003c\/p\u003e \u003cp\u003eWorking with Patients 106\u003c\/p\u003e \u003cp\u003eCare Plan Scripts 107\u003c\/p\u003e \u003cp\u003ePreventative Home Care 108\u003c\/p\u003e \u003cp\u003eAppointment Planning 108\u003c\/p\u003e \u003cp\u003ePractical Considerations 108\u003c\/p\u003e \u003cp\u003eEthical Aspects of Coordinated Care 109\u003c\/p\u003e \u003cp\u003eEthical Selling 109\u003c\/p\u003e \u003cp\u003eInformed Consent 110\u003c\/p\u003e \u003cp\u003ePractical Considerations 110\u003c\/p\u003e \u003cp\u003eCare Quality Standards 110\u003c\/p\u003e \u003cp\u003e\u003cb\u003e12 Computers in Dentistry 113\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eUsing Computers for Dental Administration 113\u003c\/p\u003e \u003cp\u003eData Security and Protection – NHS Practices 113\u003c\/p\u003e \u003cp\u003eGeneral Data Protection Regulations 115\u003c\/p\u003e \u003cp\u003eEmails and Messaging 116\u003c\/p\u003e \u003cp\u003eHealth and Safety Issues when Using Computers at Work 117\u003c\/p\u003e \u003cp\u003eIndex 119\u003c\/p\u003e   \u003cp\u003e\u003cb\u003eAbout the Author\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003e\u003cb\u003eGlenys Bridges, MCIPD, FBDPMA, RDN, dip. DPM,\u003c\/b\u003e is an experienced management and administration trainer with more than 20 years working with General Dental Practitioners and their teams. She works with dental professionals delivering dental education and CPD in Leadership and Management, Communication and Professionalism, and has expertise and qualifications in Counselling and Life Coaching.   \u003c\/p\u003e\u003cp\u003e\u003ci\u003eDental Reception and Supervisory Management 2nd Edition\u003c\/i\u003e is the dental 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. \u003c\/p\u003e\u003cul\u003e \u003cli\u003eProvides practical advice for dental receptionists wishing to upgrade their skills\u003c\/li\u003e \u003cli\u003eCovers all aspects of the receptionist role, from administration and marketing to quality management and patient experience\u003c\/li\u003e \u003cli\u003eLooks at new standards and regulations put into effect\u003c\/li\u003e \u003cli\u003eOffers concrete suggestions for customer care and business development\u003c\/li\u003e \u003cli\u003eIncludes access to a companion website with activities and powerpoint presentations\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e\u003ci\u003eDental Reception and Supervisory Management 2nd Edition\u003c\/i\u003e 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.\u003c\/p\u003e","brand":"Wiley-Blackwell","offers":[{"title":"Default Title","offer_id":47989040021733,"sku":"NP9781119513087","price":55.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9781119513087.jpg?v=1761782544","url":"https:\/\/k12savings.com\/products\/dental-reception-and-supervisory-management-isbn-9781119513087","provider":"K12savings","version":"1.0","type":"link"}