DentaltownUK May 2017 - 68

The Wish List

Managing Systemic
Disorder
with Stephen Hudson BDS, MSc, PGD Med Law

About 16 years ago I had bought a dental practice and I was
fed up. Whilst I was only working four days a week officially, I
was finding myself in the practice on my day off doing tedious,
annoying little bits and pieces. I wanted to work four days, and
I wanted to be away from the practice for the rest of the week.
But it just wasn't happening.
I've have hired a practice manager, but
it's a small practice and I couldn't justify
the resulting loss in income, especially as it
was the early days of my practice ownership and money was tight.
Even when I was at the practice officially,
I would be harassed by mosquitoes that
really didn't need my attention.

'Steve, there is someone
on the phone for you.'
I had that a lot. Usually it was people
trying to sell me stuff I didn't need. Other
times it was "surveys" and reps wanting to
come round (although saying that, most of
the reps just turned up out of the blue, and
were surprised when I refused to see them).
So something had to be done.
This was about the time I removed the
concept of there being a difference between
a receptionist and a dental nurse in my
practice. All staff were trained to run
reception, and whilst some staff spent more
time on reception than in surgery, all staff
got trained to the same level.

68

MAY 2017 // dentaltownuk.com

It certainly made holidays a lot easier.
But that meant different people on different days dealing with the public. So I systemised everything. I developed a uniform
way of doing all the different tasks and jobs
the staff at the practice had to do. That way,
staff new what to do and when to do it.
* They knew what to do with the annoying phone calls.
* They knew what to say to the patient
who arrive 15 minutes late.
* They knew what to do to ensure the lab
work would be in surgery for the time it
was needed.
* They know how to answer the phone.
* They knew what to do with patient payments, and when to take them.
* They knew how to keep the appointment
book full.
* They knew what to do about an appointment cancelled at short notice.
* They knew what to do when a nurse
phoned in sick.
The staff became the practice manager. I
want you to think about that for a second.
The staff who ran the practice, also ensured
that all the paperwork was ticked and that
all the audits were done. Whilst they didn't


http://www.gdpresources.co.uk/products/practice-system-templates http://www.dentaltownuk.com

Table of Contents for the Digital Edition of DentaltownUK May 2017

On Dentaltown.com
Mike Gow Editorial
Meet the Team
Howard Speaks
Dental Aid Network
Titanium vs. Zirconia Implants
NASDAL Goodwill
Golden Nuggets
Orthodontist Case Study
Poll—Pediatric Dentistry
Technology: The True Foundation of Your Practice
Continuing Education
Timeout: Chris Barrow
Progressive Bites
Walt Disney's Hollywood Smiles
Dental Imaging: Elaine Halley
MANAGING SYSTEMIC DISORDER: STEPHEN HUDSON
The Art of Diagnosis in Endodontics
MESSAGE BOARD: 2nd Distal Root on 36
Social Media Fails
Operation Smile
THROUGH THE KEYHOLE: SURGERY— HOME AND AWAY
Lifestyle Section
History of Dentistry
Student Section
Wish List
DentaltownUK May 2017 - 1
DentaltownUK May 2017 - 2
DentaltownUK May 2017 - 3
DentaltownUK May 2017 - 4
DentaltownUK May 2017 - On Dentaltown.com
DentaltownUK May 2017 - Mike Gow Editorial
DentaltownUK May 2017 - 7
DentaltownUK May 2017 - 8
DentaltownUK May 2017 - 9
DentaltownUK May 2017 - Meet the Team
DentaltownUK May 2017 - 11
DentaltownUK May 2017 - Howard Speaks
DentaltownUK May 2017 - 13
DentaltownUK May 2017 - Dental Aid Network
DentaltownUK May 2017 - 15
DentaltownUK May 2017 - 16
DentaltownUK May 2017 - 17
DentaltownUK May 2017 - 18
DentaltownUK May 2017 - 19
DentaltownUK May 2017 - 20
DentaltownUK May 2017 - 21
DentaltownUK May 2017 - Titanium vs. Zirconia Implants
DentaltownUK May 2017 - 23
DentaltownUK May 2017 - 24
DentaltownUK May 2017 - NASDAL Goodwill
DentaltownUK May 2017 - 26
DentaltownUK May 2017 - Golden Nuggets
DentaltownUK May 2017 - 28
DentaltownUK May 2017 - 29
DentaltownUK May 2017 - 30
DentaltownUK May 2017 - Orthodontist Case Study
DentaltownUK May 2017 - 32
DentaltownUK May 2017 - 33
DentaltownUK May 2017 - Poll—Pediatric Dentistry
DentaltownUK May 2017 - 35
DentaltownUK May 2017 - Technology: The True Foundation of Your Practice
DentaltownUK May 2017 - 37
DentaltownUK May 2017 - 38
DentaltownUK May 2017 - 39
DentaltownUK May 2017 - 40
DentaltownUK May 2017 - 41
DentaltownUK May 2017 - Continuing Education
DentaltownUK May 2017 - 43
DentaltownUK May 2017 - 44
DentaltownUK May 2017 - 45
DentaltownUK May 2017 - Timeout: Chris Barrow
DentaltownUK May 2017 - 47
DentaltownUK May 2017 - Progressive Bites
DentaltownUK May 2017 - 49
DentaltownUK May 2017 - 50
DentaltownUK May 2017 - 51
DentaltownUK May 2017 - 52
DentaltownUK May 2017 - 53
DentaltownUK May 2017 - Walt Disney's Hollywood Smiles
DentaltownUK May 2017 - 55
DentaltownUK May 2017 - 56
DentaltownUK May 2017 - 57
DentaltownUK May 2017 - 58
DentaltownUK May 2017 - 59
DentaltownUK May 2017 - 60
DentaltownUK May 2017 - 61
DentaltownUK May 2017 - Dental Imaging: Elaine Halley
DentaltownUK May 2017 - 63
DentaltownUK May 2017 - 64
DentaltownUK May 2017 - 65
DentaltownUK May 2017 - 66
DentaltownUK May 2017 - 67
DentaltownUK May 2017 - MANAGING SYSTEMIC DISORDER: STEPHEN HUDSON
DentaltownUK May 2017 - 69
DentaltownUK May 2017 - The Art of Diagnosis in Endodontics
DentaltownUK May 2017 - 71
DentaltownUK May 2017 - 72
DentaltownUK May 2017 - 73
DentaltownUK May 2017 - MESSAGE BOARD: 2nd Distal Root on 36
DentaltownUK May 2017 - 75
DentaltownUK May 2017 - Social Media Fails
DentaltownUK May 2017 - 77
DentaltownUK May 2017 - Operation Smile
DentaltownUK May 2017 - 79
DentaltownUK May 2017 - 80
DentaltownUK May 2017 - 81
DentaltownUK May 2017 - THROUGH THE KEYHOLE: SURGERY— HOME AND AWAY
DentaltownUK May 2017 - 83
DentaltownUK May 2017 - Lifestyle Section
DentaltownUK May 2017 - 85
DentaltownUK May 2017 - 86
DentaltownUK May 2017 - 87
DentaltownUK May 2017 - 88
DentaltownUK May 2017 - 89
DentaltownUK May 2017 - 90
DentaltownUK May 2017 - 91
DentaltownUK May 2017 - 92
DentaltownUK May 2017 - 93
DentaltownUK May 2017 - 94
DentaltownUK May 2017 - History of Dentistry
DentaltownUK May 2017 - Student Section
DentaltownUK May 2017 - 97
DentaltownUK May 2017 - 98
DentaltownUK May 2017 - 99
DentaltownUK May 2017 - 100
DentaltownUK May 2017 - 101
DentaltownUK May 2017 - 102
DentaltownUK May 2017 - 103
DentaltownUK May 2017 - Wish List
DentaltownUK May 2017 - 105
DentaltownUK May 2017 - 106
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