Making the right call

Every day, frontline staff are required to ensure patients in need of an emergency appointment receive appropriate attention. Patients experiencing acute problems, like dental trauma, or severe dental or facial pain, may require immediate treatment from a dental professional. However, prioritising appointments according to the urgency of cases requires a great level of skill and empowerment, which is not always present within the frontline team.

Reception staff, practice managers and/or dental nurses are often responsible for the diary. They have a huge effect on the smooth running of a practice, and are tasked with ensuring patients are greeted appropriately, and that their expectations are met, whether in urgent need of attention or a routine check-up. Getting the balance right can be tricky.