The practice manager will have knowledge of:

Human Resources

Policies, procedures and processes for:

• recruitment, selection, contracts
• personal/professional development planning (induction and training)
• performance management (supervision and appraisal)
• equality, diversity, grievance, discipline, whistleblowing
• rota management and absence management

Patient Care

Clinical frameworks, guidelines and processes for:

• establishing high quality patient care/customer service standards
• managing the patient journey
• managing patient records and databases (updates, recalls, governance)

Clinical

• understanding and knowledge of all roles within dental team
• broad understanding of dental diseases
• understanding and executing of clinical audits
• understanding of dental terminology

Marketing

The market within which the practice operates with regard to:

• size, share, competitor profile
• effective strategies for attracting and retaining patients
• how to represent the practice in the local community

Risk Management

Legal and ethical requirements set out by external regulators with particular reference to:

• General Health and Safety (e.g. facilities, fire)
• Healthcare Safety (e.g. Infection Control, Waste, Radiation, Medical Emergencies)
• Information Governance (e.g. confidentiality, information security, data protection, access to records)

Quality Assurance

A Registered Manager’s responsibilities to:

• Establish internal standards (policies & procedures) for high quality care
• Train the team to meet internal and external standards
• Implement monitoring systems for continuous improvement e.g. complaints handling, learning from feedback, incidents, complaints

Finance

How to collect, use, interpret and report relevant financial data to: - establish budgetary & production targets

• manage claims and monitor compliance with claim requirements
• meet the expectations of organisational stakeholders

Dental Industry

Requirements for:

• service delivery and remuneration under the National Health Service
• service delivery and remuneration for private delivery of dental care
• local / national changes in dental service delivery

Lead (in non-clinical matters) and motivate the practice team effectively by:

• Understanding the role and responsibilities of a manager
• Communicating the organisation’s vision and strategy

• Clarifying & supporting company policies

• Setting clear goals and expectations

• Supporting individual personal and professional development

• Providing mentoring & coaching for individual team members

• Being able to seek feedback on workplace performance

• Leading by example

• Strategic thinking at a local/practice level

Organise efficient operational practice systems by:

• setting SMART objectives
• planning and delegating work
• allocating resources efficiently to meet deliverables and deadlines
• monitoring, evaluating and improving individual and team processes
• developing advanced IT Skills to meet requirements in role (SOE/R4)

Communicate effectively with internal/ external stakeholders (senior management, patients, team, dental reps, colleagues, third parties) when:

• negotiating
• presenting internal & external marketing plans and campaigns
• presenting and interpreting data for Senior Management
• briefing the work team
• communicating change

The practice manager will demonstrate:

Ethical

Integrity and moral leadership

Commitment to the General Dental Council Standards for the Dental Team

Professional

An approach which is fair, equitable and credible

Reliability with high standards

A commitment to excellent customer service Effective time management and self-management Willingness to help others as required, e.g. on reception

Commercially astute

• ability to be business focused and patient/customer centric.
• capability for managing budget, practice development and growth
• ability to improve data from local knowledge e.g. using practice profiles

Passionate

• A caring approach toward patients and colleagues
• A commitment to striving for the best at all times

Responsible

• ownership and accountability for practice and leads team.
• informed decision-making to ensure safety and best practice at all times

Reflection and Self Awareness

• Impact and influence when working with others
• an awareness of how to get the best from each individual