Telephone planning: the key to improved patient service and reduced stress

Article Abstract:

Inexpensive equipment and simple techniques can improve telephone communication in the dental office. Every practice should have a minimum of four telephone lines. Two lines take incoming calls while the other two lines with unlisted numbers are used by staff to order supplies, return patient calls, or conduct other business. A voice-activated answering machine or a professional answering service provides optimal assistance after hours and projects the high-quality image of the practice. Staff should provide continuous telephone coverage during the lunch hour. Dentists should schedule 20 minutes of administrative time after lunch during which they can place and receive telephone calls. Staff should record all incoming calls on a duplicate log so that the dentist can have the original message while the office maintains a permanent record.

Telecommunications systems, Dentistry, Telephone, Telephony

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Continuous quality improvement and dental practice: a marriage of necessity

Article Abstract:

The dental practice of the future may need to learn continuous quality improvement (CQI) in order to survive as a business. CQI is a way of monitoring the quality of service provided to customers. Using CQI, a dental office can identify problems, propose solutions and monitor indicators of success. Every employee should be involved, which could mean significant changes in practices where a manager makes all the decisions. Every system must be broken down into its components to identify potential problems that can be corrected.

Total quality management

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How can you protect yourself from employee dishonesty?

Article Abstract:

Dentists should develop strict accounting and banking procedures to prevent employee embezzlement. About 40% of all dental offices will experience employee embezzlement at some time. All job applicants should be thoroughly screened.

Prevention, Embezzlement

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