Atnaujinkite slapukų nuostatas

El. knyga: Dental Reception and Supervisory Management 2nd Edition 2nd Edition [Wiley Online]

(the Dental Resource Company)
  • Formatas: 136 pages
  • Išleidimo metai: 19-Apr-2019
  • Leidėjas: Wiley-Blackwell
  • ISBN-10: 1119512964
  • ISBN-13: 9781119512967
Kitos knygos pagal šią temą:
  • Wiley Online
  • Kaina: 59,16 €*
  • * this price gives unlimited concurrent access for unlimited time
Dental Reception and Supervisory Management 2nd Edition 2nd EditionDidesnis paveikslėlis
  • Formatas: 136 pages
  • Išleidimo metai: 19-Apr-2019
  • Leidėjas: Wiley-Blackwell
  • ISBN-10: 1119512964
  • ISBN-13: 9781119512967
Kitos knygos pagal šią temą:
Wiley Online E-booksMore info about Wiley Online
Partnerių interneto svetainė: https://onlinelibrary.wiley.com/doi/book/10.1002/9781119512967

Dental Reception and Practice Management 2nd 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 2nd 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.

Preface ix
About the Companion Website xi
1 The Developing World of Dental Care Services 1(12)
History of the Nonclinical Dental Team
1(3)
The Ethos and Ethics of Dental Care
4(2)
Dental Reception Skills
6(2)
Supervisory Management Skills
8(3)
Reception Manager Personal Specifications
11(1)
Salary
12(1)
2 Administration 13(10)
The Administrative Role on the Front Desk
13(1)
Building Dynamic Systems
14(1)
Dental Reception Systems
14(1)
Keeping Systems Fit for Purpose
15(2)
Supervising Administrative Tasks Carried out by Receptionists in Your Practice
17(2)
Rules for an Effective and Efficient Reception Desk
19(2)
Providing Written Instructions
21(2)
3 Marketing 23(8)
Marketing Definition
23(1)
Market Research
24(1)
Marketing Mix
24(3)
Effective Marketing to Create a Competitive Edge
27(1)
Product Sales
27(4)
4 Financial Administration 31(6)
Financial Aspects of Patient Consent
31(1)
Managing Cash Flow
31(1)
Credit and Collections
31(1)
Protecting Practice Income
31(1)
Terms of Business
32(1)
Informing Patients of Fees and Payment Terms
33(1)
Written Estimates
33(1)
Payments Due
34(1)
Collecting Fees Patient Payments
34(1)
Informing Patients of Fees Due
34(1)
Website
35(1)
Perception of Value: Car Parking Issues and Welcome Packs
35(2)
5 Staff Selection 37(10)
Define the Current Needs of the Practice
39(3)
Advertising Job Openings
42(1)
Preparing a Fulfilment Pack and Posting the Job
42(1)
Creating the Shortlist
42(1)
Interviewing
43(1)
The Provisional Job Offer
44(1)
Appendix 5.1: Interview Record Form
44(3)
6 Quality Management 47(12)
Quality in Dental Care
47(1)
The Receptionists Role for Quality Management
47(1)
Health and Social Care Act 2008
47(1)
Definitions
48(1)
The Role of Policy and Procedure
48(1)
Continuous Improvement
49(1)
Quality Theory
49(3)
Total Quality Management (TQM)
52(1)
Policy Building
52(1)
Making Improvements
53(1)
Systemic Shortfalls
53(2)
Quality Audit
55(1)
Policy, Process, and Procedure
56(1)
Quality Circles in Practice
57(1)
Quality Summary
58(1)
7 Working as a Team 59(10)
The Role of Management and Leadership
59(1)
Nature and Nurture
60(1)
Team Roles and Related Behaviours
60(2)
Communication - The Cement of Society
62(1)
Defence Mechanisms
63(1)
Burnout
63(1)
Working Successfully with Difficult People
63(4)
What Can You Do?
67(1)
Communicate with Care
67(2)
8 Team Meetings 69(8)
Introduction
69(1)
Structuring Team Meetings
69(2)
Communication Aids for a Team Meeting
71(1)
Experiential Learning
72(1)
Structure Information to Assist Remembering
73(2)
Answering Questions
75(1)
Gathering Feedback
75(2)
9 Safety and Well Being 77(14)
Safeguarding
77(1)
Safeguarding Children and Vulnerable Adults
77(1)
Vulnerable Adults
77(1)
A Stepped Approach to Safeguarding
77(1)
Principles of Safeguarding Vulnerable Adults
78(1)
Children
79(1)
Modern Slavery Act of 2015
80(1)
Mental Capacity Act of 2005
81(2)
Health and Safety Laws
83(1)
Risk Assessment - Because Prevention Is Better than Cure
84(2)
Hazards
86(3)
Employee Responsibilities
89(2)
10 Customer Care 91(12)
Steps of the Patient Journey
91(1)
Customer Care Strategy
92(3)
Making Patients Feel Valued
95(3)
Gathering Patient Feedback
98(3)
Private Dental Care Complaints
101(2)
11 Treatment Coordination 103(10)
Practical Considerations
103(1)
The Business Case for Care Coordination
104(2)
Working with Patients
106(1)
Care Plan Scripts
107(1)
Preventative Home Care
108(1)
Appointment Planning
108(1)
Practical Considerations
108(1)
Ethical Aspects of Coordinated Care
109(1)
Ethical Selling
109(1)
Informed Consent
110(1)
Practical Considerations
110(1)
Care Quality Standards
110(3)
12 Computers in Dentistry 113(6)
Using Computers for Dental Administration
113(1)
Data Security and Protection - NHS Practices
113(2)
General Data Protection Regulations
115(1)
Emails and Messaging
116(1)
Health and Safety Issues when Using Computers at Work
117(2)
Index 119
About the Author

Glenys Bridges, MCIPD, FBDPMA, RDN, dip. DPM, 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.
Pastovi nuoroda: https://www.kriso.lt/db/9781119512967_pe.html
Raktažodžiai: