The Apprenticeship for Dental Practice Managers has recently commenced at Barnet and Southgate College, London. Employers have the opportunity to train staff members on this fantastic new course, which aims to develop candidates’ ability to lead and support the workforce, manage a practice competently and drive the business forward.

The first 6 months of the apprenticeship programme is dedicated to the Level 4 ILM certificate in Management and Leadership covering three skill domains – leadership, management and communication. Dentabyte is delighted to be involved in delivering this nationally recognised qualification – a tremendous asset for any dental practice manager and a chance to progress into a number of career pathways. Here the renowned healthcare lecturer, Seema Sharma, explains how this section of the course will be structured:

“I am conducting the ILM Certificate part of the apprenticeship programme with full workshop sessions. These workshops encompass the three skills development domains but are cleverly wrapped into a project format and conveniently designed into three core units.

Understanding the managers role

The first unit will teach apprentices the specific responsibilities of middle managers to enable a dental organisation to achieve its goals. They will learn how communication and interpersonal skills affect managerial performance and how to assess personal development opportunities to improve their own managerial performance.

Managing a complex team activity

The second unit will show learners how to plan a complex team activity, communicate information effectively and how to lead a team. Candidates will need to organise efficient operational practice systems including elements such as:

- setting SMART objectives

- planning and delegating work

- allocating resources efficiently to produce reports and meet deadlines

- monitoring, evaluating and improving individual and team processes

- developing advanced IT skills to meet requirements in their management role

Leading innovation and change

This unit will teach apprentices how to improve through innovation. It will cover interpreting and presenting data, negotiation skills and overcoming barriers to change in order to improve compliance, patient care and business growth.

“Trainee managers will complete an assignment for each of the three areas. This could include completing a work-based assignment, a reflective review, a practical task and report or a group discussion and write up. It is hoped that during the ILM Certificate programme each trainee will learn one topic in depth whilst completing their own project and also gain an overview of how they can approach the other topics from their peers.”

The Level 4 ILM certificate in Management and Leadership is Phase 1 of the apprenticeship programme. Candidates are then required to compose a portfolio of evidence of practical skills gained, before end point assessments take place. All aspects of the course have been structured and designed by leading employers working within the dental sector to ensure that delegates meet the standards required to become valuable, leading members of the dental team.

“I will closely supervise the first assignment and then candidates will be required to complete further projects (eight in total) for their portfolio, with the support of their mentors,” continues Seema. “Along with the workshops, delegates will be expected to conduct independent study with access to email and telephone support from myself as well as online resources from the Dentabyte Learning Zone and the ILM Learning Zone.”

Barnet and Southgate College is running the Apprenticeship for Dental Practice Managers periodically throughout the year and the next start date is 16^th March 2016, with more dates to follow.

For more information on the Apprenticeship in Dental Practice Management, please contact Barnet and Southgate College:

www.barnetsouthgate.ac.uk

0203 764 4333

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

www.facebook.com/barnetsouthgate

twitter @barnetsouthgate

For more information on content and assessment, please contact me on This email address is being protected from spambots. You need JavaScript enabled to view it.

Good news for the dental profession: patients in the UK trust their dentists more than their GPs.[1] Trust is an important element of a strong patient–practitioner relationship; it can help patients relax during treatment, making it easier for dentists to complete essential work. It also increases compliance with treatment, improves patient satisfaction and will mean patients are more likely to follow advice.

Thus, a good patient–practitioner relationship can act as a strong foundation for better oral health and, since good oral health has been linked with good general health, trust between a patient and their dentist can improve a patient’s overall wellbeing.

As a dentist, you can build a trusting relationship with your patient in a number of ways. Explaining treatments thoroughly, using visual aids and photos or digital images to show patients what is wrong and how you intend to treat them, letting patients feel in control, assuaging any phobias – these techniques can all promote trust. But these days, one of the most important factors is reassuring patients that they are receiving good value for money from your service.

While we can all be thankful that the UK economy is recovering, that does not mean patients are willing to spend money on subpar dental treatment. Indeed, many people view dentistry as having a big price tag. Reports suggest that the UK does have the most expensive dentists in Europe[2] – so the profession needs to show patients that they are getting proper value for money.

One way of helping with this is to offer payment through dental plans. The most recent statistics available suggest that 12% of the UK’s population already invests in dental insurance, but this figure is likely to increase in the near future.[3]

Dental plans can truly benefit patients by offering them the treatment they want and need for less. By being involved with such plans, dentists can maintain their bond with patients – strengthen it even – while taking advantage of the benefits themselves.  

Munroe Sutton has more than 30 years’ experience of designing, organising and managing dental plans that improve the affordability of quality dental treatment. Designed by dentists for dentists, the Healthy Discounts Plan offers exceptional deals to patients while providing dentists with fair compensation for their services. Associated practices benefit from free marketing, increased promotion and higher patient uptake – at no charge to themselves – while patients get the treatment they want for less.    

Building a strong patient–practitioner relationship is crucial to any healthcare provider, especially dentists. With your patients’ trust, you can ensure good standards of oral and general health. By being part of Munroe Sutton’s prodigious network you can offer more value-for-money to your patients, making them more likely to keep using your service – with no charge to yourself.

Contact the friendly team today to discuss your options.

For more information please call 0808 234 3558 or visit www.munroesutton.co.uk

Our personalities show individual differences in behaviour, feeling and thinking. We are all unique and some of us are extrovert and some introvert, but a mix of personalities can be very useful in the dental practice.

A blend of both social and analytical skills is required for a successful dental team. For example some dental professionals may feel shy around patients but excel in clinical tasks or organisation. Others may have a warm chair-side manner and are able to put patients at ease instantly, but may struggle with elements such as keeping records or ordering supplies. There are many elements that go into team chemistry and performance, which frequently fluctuate and coexist at varying levels.

The diversity of patients that visit the practice is also an eclectic mix of personalities that may act very differently at the dental surgery. Some enjoy meeting people, having a chat and telling the dental team about many facets of their lives. Others prefer to remain quiet and simply want to get in and out. Some patients are able to cope with all types of treatments without worry while others can become very anxious. Indeed, national surveys reveal that around 36% of patients experience moderate dental anxiety and 12% of adults are classified as having extreme dental anxiety.[1] It is the role of the dental professional to evaluate how patients feel and behave and to conduct their service accordingly.

Of course it is impossible to understand all personalities but it is important to remember that everyone is different. Even the most shy or fearful patients attend dental check ups while battling with a whole host of anxieties. In all cases empathy is needed with a non-judgemental, kind and gentle approach, the dental team need to be able to assess the reactions of their patients and adapt in order to provide the most appropriate care.

Sometimes in order to achieve the best results and to keep the interests of a patient at the forefront, it may be necessary to refer them to a specialist practice. However, the referral practice needs to work well alongside your practice to ensure good communication and successful results. With patient care a priority, when you choose a referral practice you need to feel confident that their team have the ability and skills to treat your patients whilst also fitting in well with the personalities and characteristics of you and your dental team.

London Smile Clinic is a referral practice with a team of specialist dental practitioners that are experienced in liaising successfully with dental professionals on all levels. They understand the variances of personality and provide open communication, trust and confidence to both practitioners and their patients. As a centre of excellence with exceptionally high standards of clinical dentistry, London Smile Clinic can offer a range of specialist orthodontics, implants and periodontal treatments and can consistently extend a professional and considerate approach to all patients.

You may not always be able to work with perfect people but recognising their strengths is a valuable step to building a well-rounded team of people that will not only streamline operations but also help you to achieve the most favourable results for your patients.

For more information, please contact the London Smile Clinic on 020 7255 2559 or visit www.londonsmile.co.uk.

Knowing when and how to delegate is crucial when you own a dental practice. It will free up time, motivate your team and help you to become a good leader and a great boss! But delegation can also be one of the hardest skills to learn.
 

A common mindset is, “Well, if I do XYZ myself, I know it will be done properly!” Yet delegation is not about relinquishing control and/or an inability to manage time. When you are a new business owner, it is essential to involve yourself in establishing all systems and processes, in order that you know how everything works. But if you continue trying to do it all, not only do you risk burnout, you will probably hinder growth.

Every member of your team should have a job spec, which lists all the tasks they do on a daily, weekly and monthly basis, and is reviewed periodically. When tasks are documented, you can easily see where to eliminate certain duties, or delegate them. Job specs will also help you to compile an Operations Manual, with every system, process and expectation/desired result documented. An Operations Manual will give staff something to refer to if anyone is absent and makes training new starters easier.

Having the right people around you is essential. You need individuals who are confident enough to do their own job well and also have the motivation to take on other tasks. Take time to learn people’s strengths and weaknesses, and things they would love to do given the opportunity. When you delegate, you are saying that you trust someone. As people broaden their experience, this will naturally lead to more responsibilities and possibly future promotion. For example, a motivated receptionist could move into a practice management role if they have been able to develop and grow with your support. Even if that’s not at your practice, it still helps to enhance its reputation as a brilliant place to work!

Be a responsible delegator – it’s not about offloading tasks you find mundane. The golden rule is you should not delegate anything that you are not prepared to do yourself: that is a sure-fire way of losing respect. Communication is fundamental and you should promote a listening culture in your practice, with all opinions are considered equal. When you delegate, be upfront about expectations and timelines and give people all the information they need. The more direction you give, the better the result will be. Be approachable and patient, so your staff are comfortable about asking questions, or clarifying things they are not sure about. Mistakes happen of course, and that is how one learns, but you want to eliminate repeat errors. If people are confused or misdirected, not only will you waste time when something is done incorrectly, but you will also affect an individual’s confidence in the long run. Make sure you give credit where it is due too and share any achievements with the rest of the practice if appropriate.

As your practice grows, you simply will not have the time to do everything to a consistently high standard. If you delegate and share responsibilities, you will not only save time but create a productive and confident team. Delegation is a sign that you trust your staff; that you value their skills and want them to succeed while allowing you to focus on growing the business.

Lansdell & Rose are specialist medical and dental accountants that also share business tips with clients via an up-to-date and informative blog. Visit www.lansdellrose.co.uk or call 020 7376 9333.

The digital workflow is growing ever more powerful in the dental profession. In fact, we found that 95% of dentists who employ digital technologies enjoy a smoother workflow, 88% suggest any staff training expenses are perfectly acceptable, and more than 50% experience an increase in earnings. Perhaps most importantly, the majority of users also agree that the patient experience is enhanced.

At Carestream Dental, we understand the pressures on modern professionals and have invested heavily in research and product development to create effective solutions to the challenges you face every day. All our technologies are available on their own but work together seamlessly for a flexible and totally integrated workflow.

From the very beginning, our new CS Digitalizer enables you to quickly and easily evaluate your practice to establish your individual needs and discover the most suitable innovations for you. The Needs Assessment Survey will enable you to enter basic information about your practice and future goals, and then produce a full report with suggestions of relevant areas to consider in order to optimise and grow your business. Available on the website www.carestreamdental.com/digitalizer or from the App Store, this quick and convenient tool will show you exactly how your practice stands, offering the opportunity to see how others compare in your area.

Whether you are looking to increase your digital capabilities, or take your first steps towards a digital workflow, we provide a range of solutions backed up by expert advice and support. From the handheld CS 3500 intraoral scanner to the CS 7200 imaging plate system, our user-friendly technologies deliver outstanding image clarity for accurate diagnostics, with the flexibility to work in the way you prefer. The innovative CS 8100 3D imaging system even harnesses the power of 3D and brings it within every general practice’s reach, all the while limiting radiation dosage for a safer examination process for both patient and professional.  

Offering further benefits to you and your team the CS R4+ practice management software, featuring Springboard, operates in real-time data, giving you an up-to-the-minute analysis of your practice performance whenever required. Focusing on chair occupancy, treatment plan uptake, appointment confirmation and recare protocols, the programme highlights strengths and weaknesses in an instant so you can manage your business as efficiently as possible.

When utilised effectively, the digital workflow offers copious advantages for the modern dental practice. Every day systems are simplified and streamlined, with enhanced diagnostics, treatment planning and patient communications contributing to an overall superior patient service. At Carestream Dental, we will continue our commitment to you through our leading innovations and first-rate customer service, and we are always on hand should you need more information, advice or technical support. A move towards digital is often much easier and less costly than you would think – and the rewards can be mind-blowing.

For more information, contact Carestream Dental on 0800 169 9692 or visit www.carestreamdental.co.uk

For all the latest news and updates, follow us on Twitter @CarestreamDentl and Facebook

Do you know how well your practice is performing right now? Do you need an easy but accurate way to measure your business performance?

The CS R4+ practice management software featuring Springboard has been designed specifically for this purpose. Provided by Carestream Dental, the innovative software utilises real-time data to deliver an up-to-the-minute representation of your business, whenever you need it.

Four key areas – chair occupancy, appointment confirmations, treatment plan acceptance and patient recare – are carefully monitored and the live data can be accessed at any time to establish exactly how the practice is doing. Immediately highlighting any problem-areas, the cutting-edge technology will help you implement changes when necessary and steer your business towards long-term success.

You can also enjoy outstanding on-going support from Carestream Dental – committed to eXceed, the team strive to deliver exceptional customer service every time.

To find out more about the exciting CS R4+ practice management software and Springboard, contact the experts at Carestream Dental today.

For more information, contact Carestream Dental on 0800 169 9692 or visit www.carestreamdental.co.uk

For all the latest news and updates, follow us on Twitter @CarestreamDentl and Facebook 

In 2009, the GDC commissioned research to gain patient input into the development of its new framework and Standards. Part of this research included a study entitled, Revalidation: The Patient Perspective, which sought to identify insights and detailed information from patients to establish their expectations of the standards that dental professionals should meet.

This study looked in detail at the patient journey and found that: “for most participants [this] involved feelings of trepidation and anxiety in the lead-up to the appointment.” It went on to state that, “Much can be done to set patients at ease through good communication and friendly and relaxed staff.”[1]

While plenty has been achieved since 2009 in regards to improving the patient experience, many practices could still benefit from addressing the fundamental communication issues that lie at the heart of the patient journey. After all, whichever business model your practice follows, whether Private, Mixed, NHS or multi-practice, the key aim will be to increase sales and profitability, and at the centre of that is the patient journey. This is what keeps your patients coming back or encourages them to attend your practice in the first place.

So by understanding your patient journey, looking at each stage in turn – and clearly communicating it to your patients – you will naturally create a more successful practice. Some do this extremely well, while others are far less consistent. For instance, a practice that has taken into account their patient journey might have a clear description on their website, detailing everything from first contact right through to aftercare and follow-ups.

This approach empowers patients with the foreknowledge of what to expect. Which in turn creates more and better quality leads, happier patients who appreciate you and are easier to serve and a more efficient business where you can cope with increased patient numbers without the need for more team members.

This might all seem too good to be true; it isn’t – but it does take a lot of hard work to achieve and is not an overnight project. Central to it all is understanding your own patient journey, providing clear communication and enhancing and enriching the patient experience.

What is the patient journey?

The patient journey comprises everything from the first visit to your website to any treatment itself and beyond. It covers every interaction or point of contact between patient and practice and is impacted by everything you do, this includes:

·      Phone calls (in and out bound)

·      Communications by post

·      Emails

·      Text messages

·      The service provided in reception

·      Interactions with the dentists and associates

·      Interactions with the dental nurses and treatment co-ordinators

·      Posters, advertising, leaflets

·      The content of your website

·      Follow-ups post treatment and aftercare.

In order to get to grips with your patient journey and understand how this affects your patients and their decisions, it is crucial to analyse each interaction, deciding what you want those exchanges to say about your practice and what the desired outcome of each is.

To get this right you will need to focus on your brand and consider exactly what it stands for. You might decide your brand is clinical and professional, or friendly and welcoming, but whatever message you want to deliver must be consistent throughout each and every interaction; from the tone of voice to the way your practice is described.

Each point of contact will likely have a slightly different key message, so it is also vital that this is clearly communicated. For instance an email sent to a prospective patient should have a very different message and content to that of a phone call to arrange a follow-up.

Trust

Whatever the message, medium or content of your interactions, it is crucial that each one works to build trust in your practice and services. 

Most dental patients don’t understand what they’re buying – they know their teeth hurt, or they look bad, but they don’t understand how to make the right choice. This means you have to assure them they can trust your practice and every member of your team.

To do that you need to be consistent: have the same branding everywhere, with every communication to the same standard, and all the team in the same uniform. You must be accurate, having the correct pricing on every document, good spelling and grammar, and their paperwork ready when they come in. You also need to be up-to-date – not having pictures of old team members on the website; and provide all the necessary details when asked, explaining exactly what’s going to happen, and what the differences between treatment options are.

Once you’ve spent time considering and designing your patient journey, looking at the ways you build trust and communicate with your patients, you will need to find the best way to implement these changes. This is where turning to a proven solution can help. 7connections, along with software giant Infusionsoft can assist your practice in implementing the ideal patient journey using the much-discussed Artisan Lifecycle Marketing approach. A marketing and lead generation system, it addresses the patient journey from start to finish, so that you can begin to grow your business through increased efficiency, higher productivity and more satisfied patients.

A strong patient journey is one of the most fundamental aspects of creating a successful practice. By spending time focusing on how your patients experience your practice from start to finish, you will ensure the service you provide is always of the highest calibre.

For more information about 7connections, please call 01647 478145 or email pThis email address is being protected from spambots. You need JavaScript enabled to view it..

Alternatively, please visit the new website www.7connections.com.

Loyalty to one’s dentist cannot be taken for granted. Just like for any commercial operation, every person who walks through the door needs to be treated like a highly-valued customer, every single time.

Determine who your core, ‘good’ patients are, then think about how you can offer the very best service for their needs. With a few simple changes, finding a perfect balance between service provider and profitable business is possible. 

Put a strategy in place to encourage patients to not only stay loyal, but to recommend you to their family and friends, too. Run a friendly practice and make it easy for people to book. You might want to investigate online booking, which many patients find convenient. Have a system for reminding people that they have an appointment: a text service, a phonecall or appointment card. If they want to reschedule, do so with minimal fuss. Also, if someone has had major treatment, give them a call to see how they are. A financial incentive for referrals is always a great idea, especially if they recommend another ‘good’ patient. Simple touches like colouring sheets and crayons to keep children occupied, or free water in your reception area work well, too.

Present a knowledgeable team who can answer questions promptly and comprehensively. Regular staff meetings will help you identify if someone needs to be bought up to speed with your pain relief policy or finance plans, for example. If you think your patient base will appreciate it, think about a blog or newsletter to keep the lines of contact open between appointments.

Business articles seem to bombard us with the importance of attracting new patients, however, it is vital to remember that these strategies are not the only way to increase profits and be one step ahead of the rest. When you are a dental practice owner, it would be a huge mistake to neglect the people who are keeping your business ticking over, day in, day out. Invest time and effort in your current patients and you will create a fantastic platform from which your practice can grow. It is easier to keep and nurture a patient than it is to sell your services to someone new, yet the rewards will be just as great.
 

Specialist medical and dental accountants Lansdell & Rose offer business advice alongside regular tax planning and financial accounting. Visit www.lansdellrose.co.uk or call 020 7376 9333.

“We were delighted to team up with Munroe Sutton,” says Sarfraz Ghauri, principal dentist at Ghauri Dental Centre. “We’ve been with them since 2013 and we have seen an ongoing increase in new patients throughout that time.

“Partnering with Munroe Sutton has helped us to accommodate a wider clientele, including insurance patients. This really is the main benefit: having access to so many new patients, all of whom can be confident that our practice has been screened for the highest quality by Munroe Sutton. This allows a greater degree of trust between the practice and patients.

“The administrative support and advice Munroe Sutton offer is also excellent.

“I would have no hesitation in recommending them to other practices, particularly those wishing to expand the range of patients they cater for.”

With over 30 years’ experience, Munroe Sutton is committed to connecting patients with the best practices. By being part of its prodigious network you will be able to source new patients and improve your business.

To find out exactly what Munroe Sutton can do for you, contact the friendly team today.

For more information please call 0808 234 3558 or visit www.munroesutton.co.uk

As small business owners, dentists encounter key business decisions daily, from day-to-day accounting to making difficult legal or financial changes. Just being able to balance all these aspects alongside the day-to-day provision of excellent healthcare can seem like an impossible task, especially for those without a formal business education or background.

Fortunately the 4dentists group is ready and waiting to help. With expects across a range of business specialities, the 4dentists group has all the elements needed to help remove some of the stresses of running a modern dental practice – making an impossible task achievable.

Across all its areas of expertise – legal, financial, accountancy, training, consultancy, insurance and setting up, buying and selling practices – the specialists at the 4dentists group are highly experienced and mindful of dentists' needs.

Don’t let running a dental practice become an impossible task, turn to the experts at the 4dentists group for professional, reliable guidance and advice.

For more information please call 0845 345 5060 or 0754 DENTIST. Email This email address is being protected from spambots. You need JavaScript enabled to view it. or visit www.4dentistsgroup.com

CAP City Dental is a leading dental practice in Cannon Street, London run by Dr George Druttman, a highly skilled general and cosmetic dentist with specialist training in reconstructive dentistry. Last year Dr Druttman and practice manager, Egle Joel signed up to Zesty. Here they speak of their experience:

“As our clinic is based in the City of London and most of the patients are occupied in a busy office environment, we felt that the Zesty online booking service would be a unique and extremely convenient service for busy city professionals.

“From positive feedback our patients have provided we have learnt that the huge advantage of Zesty is the ability to book an appointment online, without making any phone calls. Patients find the system user-friendly and searching for a suitable dentist based in a convenient location is easy.

“We have been using Zesty for a year now; we gained our first booking in March 2014. It has been an exciting journey because as well as providing the modern facility of online booking to enhance our services, we have also enjoyed a surge of new patients particularly since Zesty began advertising the system at underground stations.

“We would definitely recommend Zesty to other practices because we feel happy and well supported with a truly wonderful service.”

Email This email address is being protected from spambots. You need JavaScript enabled to view it. visit www.zesty.co.uk or call 0203 771 7799 for more details

Converting treatment plans into booked appointments is an area where many dental professionals struggle. This can often be to do with the concept of selling to a patient but there are a few ways to help with that.

If you don't feel comfortable discussing finances and costs with patients, you may be able to utilise the role of the treatment coordinator within your practice. If you have someone who is exceptionally good at talking to patients in a calm and friendly manner, you can provide the clinical information about the proposed treatment while they work alongside you to answer patient queries. They can discuss fees, explain the extra benefits like enhanced quality of life, and help to convert the treatment plan into a booked appointment.

Follow it up

In many cases, the patient will want to go home with their treatment plan and discuss it with a spouse or other family member and/or friends. In this respect, you need to ensure that the information you have provided is full and clear, perhaps with advice for extra research from reliable online sources if they feel it is required.

If a patient leaves the practice without booking their treatment, follow-ups are key. It is important not to see this as 'hassling', and more of a gentle prompt instead. This could be a great job for a friendly member of the team to take on board, spending one morning each week contacting patients who haven't taken up their treatment plans, just to touch base and see if they have any questions that need answering to help them to make a decision.

Helping hand

For this to be effective, it is essential that you and your team are aware of what treatment plans are still outstanding. In a dental environment it can be difficult to keep on top of open treatment plans when you have patients arriving, phone calls to attend to, and everything else that comes with the day-to-day running of the practice.

In this respect, some practice management systems have built-in functionality that can help you and your staff see the plans that need following up. The CS R4+ practice management software from Carestream Dental can help you do all of this and more with its built-in features that use real time data to benefit your practice in numerous ways. This will allow you and your team to get a list of the patients without appointments, enabling you to contact them and discuss further questions they may have and try to book them in.

Turning treatment plans into booked appointments is not a concept that all dental professionals find easy or natural, but employing these tools and techniques can help boost your conversion rates and, importantly, your profits.

For more information on CS Solutions or any other products or services available from Carestream Dental,

please call 0800 169 9692 or visit www.carestreamdental.co.uk

At Horton Consulting, we’re celebrating our 5^th birthday! It’s been a magnificent five years in which we’ve met and worked with a wide range of lovely people, and this year we want to give something back.

To celebrate our 5^th Anniversary, we’re offering our full consultant programme to a practice owner/s that need our help the most, absolutely FREE of charge^*. On the 13^th August 2013, the lucky winner will benefit from our full suite of services including business development, team training and marketing, as the Horton Consulting team visit your practice for the day to lend a helping hand.

If you’re available on 13^th August and fancy winning this fantastic opportunity, simply tell us in no more than 50 words “why you would like our help?” Enter today by visiting www.horton-consulting.com/win. Good luck!

Twitter: @hortonconsult
Facebook: /hortonconsulting

^*Terms & Conditions Apply.