Your Dental Manager Embraces South West England

We are delighted to announce that from 1st May 2017, Your Dental Manager has expanded its reach into the South West of England through an exciting and valuable alliance with well known Plymouth dentist Charlie Fox and practice business manager Edd Jones.

Charlie and Edd will be delivering a wide range of strategic and business management support, coaching and mentoring under the Your Dental Manager umbrella, to independent dental practices across the South West and we welcome them warmly into the YDM family.

Charlie and Edd’s experience, skills and knowledge, combined with those of the established Your Dental Manager team and resources, will quickly bring added benefit to existing and new client practices.

Dr. Charlie Fox BDS (U Birm.) LDSRCS (Eng.)

Charlie has been a dentist for 27+ years, having qualified via the Royal Navy in 1990.

Charlie initially worked in Scotland after leaving the  Navy in 1995. He moved to the South West in 1999, where he continued to work in various practices.

Charlie bought his own dental  practice in Plymouth in 2003, Hartley Dental.

Since owning Hartley, Charlie has built a fantastic environment for his patients, offering the highest levels of care and customer service.

Ensuring that his Practice is profitable, without compromising customer experience, is the key to Hartley Dental’s success

Charlie@yourdentalmanager.co.uk

Edd Jones

Edd came into the dental industry with extensive business and customer-service management experience.

This experience  includes working within the security, gaming and leisure Industry, all of which are  highly  competitive and customer-service driven industries.

Edd prides himself on offering simple, effective and measurable business, operational management and customer service advice, specifically designed to help your business grow and move onto the next level.

Edd has a proven track record of increasing profitability, reducing costs and effectively managing teams of people during his career and is a nominee for 2017 Practice Manager of the Year.

Edd@yourdentalmanager.co.uk

“Charlie and Edd of C & E Consult are delighted to have joined with Your Dental Manager.

We will make full use of the extensive business management resources and experience of YDM to bring maximum benefit to our clients in the YDM South West region.

We look forward to working closely with YDM and practices across the South West to help your business grow.”

On-line booking of introductory calls and practice visits is now available for Charlie and Edd to discuss their work and availability in the South West, or contact them directly by e-mail.

For appointments and enquiries in the rest of the UK and Ireland, please continue to book your appointments through the main on-line calendar or e-mail mark@yourdentalmanager.co.uk.

We all look forward to supporting many more practices across the thriving independent UK dental sector.

Your Dental Manager Embraces South West England

Job Opportunity – Practice Manager, Leeds

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This Position is now filled

My client in Guiseley, Leeds is looking for an experienced, well-organised and professional part-time Practice Manager to join and help lead an established, friendly family dental practice for 3 days per week.

The practice is within easy commuting distance of Leeds and Bradford, with excellent transport links

The successful applicant will support the Principal Dentist and team to deliver increasingly high standards of customer care, ensure all systems and procedures are kept updated and adhered to whilst maximising business opportunities and enhancing team performance.

Previous dental experience is preferred but not essential. Strong management, people and organisational skills are. If you have proven leadership skills, have successfully managed a team of people in the past and looking for a part-time position, we would like to talk with you.

Salary range is £20k – £22k (pro-rata) dependent on experience

Key Responsibilities:

  • To guide, direct and successfully manage an existing team of motivated and happy people
  • To ensure all non clinical systems within the practice run smoothly and efficiently, constantly improving these
  • To ensure we always give practical support and care to our patients, ensuring their experience is constantly improving
  • To enhance the financial performance of the practice
  • To manage compliance within all regulatory requirements using established processes and procedures

The successful applicant will be required to undertake an enhanced DBS check

If you would like to apply for this position, please forward your CV and a covering letter outlining how you think you can help the practice to leeds@yourdentalmanager.co.uk.

Job Opportunity – Practice Manager, Leeds

CQC Hotspots – March 2017

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Reviewing a further sample of 56 CQC dental inspection reports published over recent weeks, highlighted a number of compliance breaches which can easily be avoided, but which are still catching out some practices.

Of the 56 practices sampled, 5 practices were issued with breach notifications. Clearly the vast majority of practices are still getting things right, which is great news. All notices reviewed this month were issued for breaches within the Well Led standard.

In the spirit of continuous improvement and to try and help 100% of practices achieve a clean pass, here are some of the key-findings and recommendations from these very recent inspections, which might just keep another practice out of trouble.

  • Every month, two or three practices are being picked up on inadequate recruitment and staff induction procedures. Follow simple checklists and procedures to demonstrate that you are doing things correctly and keep records in staff files.
  • Ensure you are receiving, checking and taking action on relevant MHRA/CAS patient safety alerts. Dental practices don’t receive many but there must be a robust system in place to show that you identify and respond to any that are published.
  • Ensure that all sterilisation and clinical equipment is externally validated by professionals/suppliers in addition to the recommended routine/daily/weekly checks you are required to undertake.
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  • Audits are still seen without essential evidence of learning and action points. Don’t treat audits as a box-ticking exercise, use them to identify and resolve short-comings.
  • X-ray audits for quality and justification should be undertaken for each dentist, not on an individual surgery/equipment basis, as this could leave some dentists unchecked. Records should show all dentists are regularly audited.
  • Prescription and controlled medicines/drugs must be locked away and closely monitored.
  • Management of sharp injuries are regularly checked. Ensure procedures are in place and communicated to all the team. Incident/Accident Reporting records must be updated for each event.
  • The practice Health & Safety risk assessment must be kept up to date and where new or changed risks are identified, actions put in place to resolve quickly. Don’t delay as once identified, you have a responsibility to correct.
  • Check your electrical system inspections and certificates are all in place and up to date including Portable Appliance Testing. Frequency of re-test will be confirmed during each visit/inspection. More details from the Health & Safety Executive here.
  • Inspectors continue to come across missing or partially-completed, mandatory risk assessments including Sharps, Fire, Clinical Waste, COSHH and Manual Handling.
  • Remember to date and review all of your practice policies and procedures at least annually. If nothing has changed simply re-date to show that you have been there.
  • Don’t forget that associate dentists, therapists and hygienists should also have annual appraisals to review performance and identify training requirements.
  • Collecting and responding to patient feedback and comments is essential. Don’t just rely on the NHS Family & Friends test, which is just one specific measure.
  • Make sure that the Registered Manager/CQC lead has adequate time to complete all their duties and responsibilities. Practices have been picked up where the Principal dentist/owner has day to day responsibility but is in surgery for the majority of the week.
  • Take care with “Off the Shelf” or “In a Box” Policy and Procedure packs. They are an essential and valuable source of material for many practices, but each policy/procedure must be reviewed and personalised to the practice and the way you work.
  • Make sure that all the named individuals/leads in your policies/procedures still actually work at the practice. Update and replacement is essential.
  • The practice is responsible for overseeing CPD training – make sure you keep records of where everyone is within their CPD training cycle.
  • Keep on top of your fire log book and mandatory checks of fire equipment including  alarms and emergency lighting.
  • Ensure your fire procedures make provision for evacuation of patients with disabilities.
  • Don’t forget to book regular team meetings into the diary – ideally monthly – and keep records of agendas, minutes and action points from each. It is not enough for staff to say that everything is discussed and resolved informally during the working day.

As always, remember that if something is not recorded or evidenced, in the eyes of the CQC and other external bodies such as the NHS, it didn’t happen, even though you may know full well that it did! This continues to catch practices out, leading to frustration and avoidable stress for all!

Findings from previous inspection reviews can be found here:  CQC Hotspots

There is plenty of help out there to plug any management gaps including Your Dental Manager, so please do get in touch if you have any concerns or want to further improve the overall management/efficiency of your practice: info@yourdentalmanager.co.uk or check our on-line calendar to book a complimentary chat.

CQC Hotspots – March 2017

Make a Difference With Your Practice Appointment Diary

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Your practice appointment diary is a powerful tool at the heart of your business, with the Planning meetingpower to make or break the day for yourself, the team and your patients.

Left to run itself, without thought and planning, you will at best experience “organised chaos”. You will certainly know who is due in, when and hopefully why – but you and the team are always at the mercy of whatever has been randomly booked in, from routine checks to complex root canal treatments.

Here are some of the scenarios often seen when visiting practices

  • Queues in the waiting room as multiple patients arrive for short appointments – some arrive early, others arrive late – all seem to arrive at the same time
  • Multiple routine dental health checks in multiple surgeries at the same time
  • Patients leave the surgery without making payments or booking their next appointment due to a busy reception – more work to be done later
  • Telephones go unanswered as patient queues and over-running appointments are managed
  • Dental nurses making multiple journeys to the decontamination unit from multiple surgeries
  • Shortage of exam kits due to a backlog of sterilisation – even more to be purchased
  • No time to actively talk to patients as clocks and watches are checked by patients, receptionists and clinicians
  • Clinical earnings and hourly rates are down down despite being very busy
  • The next available appointment for a complex treatment is 5 weeks ahead
  • Receptionists tasked to fill the diary with any appointment at any time.
  • Plenty of white space in the diary but can I find a treatment slot for more than 30 minutes? Add this white space together and we have a surprising amount of downtime.

A realistic solution is to take control of your appointment diary and start by creating regular “Treatment Blocks” for more complex treatments.

  • No recalls/routine appointments to be booked into the Treatment Blocks
  • Zone out different Treatment Blocks for different surgeries sat different times o that when one surgery has low patient volumes another surgery has more recall appointments to smooth out patient volumesEducation concept: Think Different on digital background
  • Create as “Clinics” or equivalent so that your practice software doesn’t offer the Treatment Blocks when searched for recall appointments
  • Number and length of Treatment Blocks will be dependent on the split of work you have between routine recalls/health checks and treatment opportunities
  • Minimum 2 hour blocks to ensure time for either one or two complex treatments
  • Vary the days and use both morning and afternoon blocks to provide more choice to patients – maybe try a rolling 4 week rota of different days/sessions
  • Patients requiring treatment are often more flexible with time than recall patients – treatment blocks can make good use of mid-morning and mid afternoons – leave peak times for recall patients
  • The clinician has shared responsibility to fill treatment blocks by identifying patients  for treatment and advising reception to utilise next available slot
  • Reception can follow-up treatment plans and book patients into available treatment slots
  • Release any unused treatment block time two days prior to the date to allow time for reception to call short-notice patients, book in urgent appointments

A few of the benefits you will soon start to see from implementing Treatment Blocks:

  • Smoother flow of patient volumes across the week and working day
  • Increased take-up of Treatment Plans
    • Patients can be booked in quickly whilst discussions are still fresh in the mind
    • Improved service for patients
    • Patients feel more valued and appreciated
    • Reduced chance of appointments being cancelled if available within a few days
  • Reduced pressure on reception with less peaks and troughs of demand
  • Reduced pressure on clinicians and dental nurses from a healthy mixture of checks and treatments
  • Reduced pressure on decontamination facilities and availability of exam kits
  • Improved patient journey
  • Improved telephone-handling capacity across the working day and week
  • More consistent cash-flow, hourly rate and clinical earnings from a steady mix of checks and treatments
  • Incentive for clinicians to book patients in for treatment sooner rather than later
  • Calmer practice environment

There is plenty of help  and support out there to help you make a difference to your business, including Your Dental Manager, so please do get in touch to find out more:  info@yourdentalmanager.co.uk or check our on-line calendar to book a complimentary chat.

 

 

Make a Difference With Your Practice Appointment Diary

CQC Hotspots – November 2016

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Reviewing a further sample of 50 CQC dental inspection reports published in November, highlighted a number of breaches which can easily be avoided.

Shortcomings were spread across the “Safe”, “Effective” and “Well Led” criteria. Recruitment procedures continue to feature prominently as does knowledge of the Mental Capacity Act 2005 and it’s impact on valid consent.

Of the 50 practices sampled, just 4 practices were issued with breach notifications. Clearly the vast majority of practices are getting things right, which is great news.

In the spirit of continuous improvement and to try and help 100% of practices achieve a clean pass, here are some of the key-findings from these very recent inspections, which might just keep another practice out of trouble.

  • Regularly share your policies & procedures with the team and ensure everyone knows where they can be found. Don’t leave them “on the shelf”.
  • Keep your policies and procedures up to date with regular reviews and always date the review as evidence. Any changes/updates must be communicated to the team.
  • Inadequate recruitment checks and procedures including right to work, references and qualification checks continue to feature regularly. Make sure your staff files are well organised and compliant. Use checklists to ensure everything is covered and evidenced.
  • Missing or incomplete training records. Particularly individual training records for Infection Control, Information Governance, Complaints and Health & Safety.
  • Make sure the team have a good understanding of safeguarding for children and vulnerable adults, with local referral points identified and easily accessible.
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  • Check that you have a valid Legionella Risk assessment and that all recommended checks are being actioned.
  • Inadequate Medical Emergency kit/supplies. Make sure you comply with the Resuscitation Council/GDC guidelines.
  • Not seeking or reacting to patient feedback. Make sure you have comment forms and collection box easily accessible to patients. Don’t forget to review and action the contents.
  • Irregular, or no, team meetings.  Make sure you hold meetings more than once or twice a year (preferably monthly), to keep everyone up to date and include lessons learned from audits/patient feedback. Remember to keep meeting minutes to evidence discussions.
  • Audits without essential evidence of learning and action points.
  • Missing or inadequate reporting of significant incident records, including follow-up actions and discussions. Make sure the team are aware of your procedures and learning points.
  • No evidence of tracking, monitoring and reacting to patient safety reports, including CAS and MHRA.
  • The Duty of Candour continues to be checked regularly. Make sure this is understood by all the team and that the procedures/working environment are in place to encourage openness and honesty.
  • Unclear or incomplete patient records have started to feature including the need to show evidence of health advice/best practice and compliance with NICE/FGDP/DH guidelines.
  • Evidence compliance with a preventative approach to dental care in line with DH publication “Delivering Better Oral Health”.
  • Patient records should clearly show treatment options available to patients and evidence of patients making an informed decision.
  • Make sure inexperienced/trainee staff have adequate supervision, mentoring and support.
  • Smaller practices in particular, need to ensure that they have robust referral procedures in place to ensure all patient needs are met and medical concerns escalated.
  • One practice was picked up for not using a rubber dam during root canal treatment
  • Regularly check use-by dates on stock in surgeries, emergency medical supplies and reception consumables to ensure none go out of date.
  • Check that all your dentists are up to date with Radiography training and that you have a Radiation Protection Adviser (RPA) appointed at all times.

As always, remember that if something is not recorded or evidenced, in the eyes of the CQC and other external bodies such as the NHS, it didn’t happen, even though you may know full well that it did! This continues to catch practices out, leading to frustration and avoidable stress for all!

Findings from previous inspection reviews can be found here:  CQC Hotspots

There is plenty of help out there to plug any management gaps including Your Dental Manager, so please do get in touch if you have any concerns or want to further improve the overall management/efficiency of your practice: info@yourdentalmanager.co.uk or check our on-line calendar to book a complimentary chat.

 

CQC Hotspots – November 2016

CQC Hotspots – October 2016

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Reviewing a further sample of 24 CQC dental inspection reports published in October, highlighted a number of breaches which can easily be avoided.

Of the 24 practices sampled, 7 practices were issued with breach notifications which is significantly higher than previous samples undertaken. Shortcomings were again found mainly across the “Well Led” and “Safe” criteria.

We are starting to see more practices picked up for out of date policies, procedures, audits and check-lists. Always important to keep on top of all the good work done in the past and keep everything up to date.

In the spirit of continuous improvement and to try and help 100% of practices achieve a clean pass, here are some of the key-findings which might just keep another practice out of trouble.

  • Effectiveness of policies and procedures is featuring strongly. Make sure that you don’t rely on “out of the box templates”. These are very useful but must be tailored/personalised to your practice and reflect what actually happens on a day to day basis. Always share with the team and ensure everyone knows what your policies/procedures are. Don’t leave them “in the box”.
  • Policies and procedures are not always kept up to date, regularly reviewed, updated and shared across the team.
  • Out of date risk assessments and critical audits including 6 monthly Infection control and radiography checks.
  • Inadequate recruitment checks and procedures including right to work, references and qualification checks. Make sure your staff files are well organised and compliant.
  • Missing or incomplete staff appraisals, personal development plans and training records.
  • COSHH records and fact-sheets not being completed, or updated, as different products/materials are introduced into the practice.
  • No Business Continuity plan – unexpected events happen and you need to be prepared as a practice.
  • Inadequate or missing safeguarding training for children and vulnerable adults – dreamstime_xs_43893109always make sure the team know how and where to raise concerns.
  • Out of date portable appliance and gas safety checks pose a risk to the practice and your patients.
  • Legionella reports left in the drawer with recommendations not fully implemented, particularly the recording of regular temperature checks for taps.
  • Inadequate Medical Emergency kit/supplies. Make sure you comply with the Resuscitation Council and GDC guidelines.
  • Missing or inadequate sharps/stick injury policies and procedures to follow in the event of an incident.
  • Not seeking or reacting to patient feedback. Make sure you have comment forms and collection box easily accessible to patients. Don’t forget to review and action the contents.
  • Irregular, or no, team meetings.  Make sure you hold meetings more than once or twice a year (preferably monthly), to keep everyone up to date and include lessons learned from audits/patient feedback. Remember to keep meeting minutes to evidence discussions.
  • Missing/out of date audits and checks. A robust diary system should be in place to ensure they are not missed and that the next audit date can be quickly evidenced/identified.
  • Audits without essential evidence of learning and action points.
  • Missing or inadequate reporting of significant incident records, including follow-up actions and discussions. Make sure the team are aware of your procedures.
  • No evidence of tracking, monitoring and reacting to patient safety reports, including CAS and MHRA.
  • The Duty of Candour requirement is often asked of staff during inspections. Make sure that candour is understood by all the team and that the procedures/working environment is in place to encourage.

Once again, always remember that if something is not recorded or evidenced, in the eyes of the CQC and other external bodies such as the NHS, it didn’t happen, even though you may know full well that it did! This continues to catch practices out, leading to frustration and avoidable stress for all!

Findings from previous inspection reviews can be found here:  CQC Hotspots

There is plenty of help out there to plug any management gaps including Your Dental Manager, so please do get in touch if you have any concerns or want to further improve the overall management/efficiency of your practice:info@yourdentalmanager.co.uk

CQC Hotspots – October 2016

Group Business Manager (Dental) – West Yorkshire

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This Position is now filled

Exciting opportunity has arisen for a full-time, experienced and confident Business Manager to join a thriving and growing cluster of (primarily private) dental practices in West Yorkshire. The practices are within easy reach of Leeds, Bradford, Skipton and Harrogate.

The successful applicant will take responsibility for effective leadership of the non-clinical teams, which includes an experienced practice manager, and will have prime responsibility for all business aspects of the group including patient relations, finances, marketing, business development, networking, performance management and HR.

Experience within the dental or other health-related business is preferred but not essential as we are primarily looking for a broad range of  business management and team leadership skills.

Only applicants with at least 5 years relevant and proven leadership/business management experience will be considered.

Salary will be in the range of £40k to £50k dependent on experience. A more detailed role profile can be viewed here.

If you feel that this role could be for you, please send your c.v., together with a covering letter explaining the value you can bring, to: opportunities@yourdentalmanager.co.uk

Group Business Manager (Dental) – West Yorkshire