A welcome reception

Ten years after the publication of her book Dental Reception and Practice Management, Glenys Bridges has produced an updated ehandbook for dental receptionists.

This new ebook focuses on the range of knowledge and skills receptionists need to offer friendly, patient-focused front of house and administration services. These support and enhance the reputation of the practice and the work of their clinical colleagues, as well as bringing patients oral health gains. This ebook follows the content of the Diploma in Reception Skills Programme available through Glenys Bridges' Practice Pathways.

Glenys says: ‘The reception role was always a challenging one, calling for a range of learned and innate skills as covered in Chapter 1 of this book. Alongside the receptionist's formally learned skills, their innate skills are a reflection of their personality and serve to create the personality that the practice projects every day to all who come across it. In Chapter 2, the focus is upon the front-of-house marketing role, looking at how information about the local market can be collected and considering numerous ways that receptionists can use that information to raise the profile of the practice within the local community. Financial aspects of the reception, in particular aspects of consent linked to the financial aspects of treatment, are the subject matter for Chapter 3. Financial misunderstandings are frequently the cause of complaints and patient dissatisfaction. Receptionists have an important role to play in ensuring there is clarity and transparency in financial matters relating to the dental services offered to patients. Staff selection is the focus of Chapter 4. How to select the right people during recruitment activity as well as the main factors to consider when allocating work and selecting team members for specific responsibilities are discussed. In Chapter 5, quality management is explored – in particular the ideology that has led to the care quality standards each practice must meet. The chapter then looks at practical ways these management approaches can be applied to enhance the quality of care for patients and the ability of dental workplaces to cultivate job satisfaction and team retention.