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Responding to complaints
There will always be patients dissatisfied with the care they receive, or whose expectations are not met in some way…
Dentistry
Decision making in periodontics
If you get a spare few minutes you must read books by Malcolm Gladwell. His work is easy reading but…
Dentistry
Managing patient expectations
Good communication is vital. Get it right and the chances are that the consultation will proceed uneventfully with a satisfactory…
Dentistry
Conversation marketing
It’s time to start applying ourselves to some serious marketing, not just for the autumn sales campaign but also to…
Dentistry
Goodwill goes a long way
There are a number of key issues that the buyer and seller need to be aware of in the exasperating…
Dentistry
And the winner is . . .
Not many dentists would consider giving away £20,000 worth of treatment to be a sensible way of running a practice.…
Dentistry
Stress in the practice: a case study
When I ask the attendees at my practice management seminars if any of them are experiencing stress, they don’t raise…
Dentistry
Reducing the risk factor
Like good stand-up comedy, efficient investment relies on expert timing. Get it wrong and you could end up buying your…
Dentistry
Making a stand
Have you ever been concerned by something you’ve seen between a child and their parent/carer in the waiting room? The…
Dentistry
A case of whitening ‘failure’
It was supposed to be a routine whitening follow-up visit. The record indicated that the patient began with a shade…
Dentistry
Keeping schtum
Confidentiality is the cornerstone of good practise. All patients expect that personal and clinical information about them will be held…
Dentistry
Keeping a lid on it
Conflict is an inevitable issue which arises within any dental clinic, may it be between staff or with patients. Dealing…
Dentistry
Getting the most out of your referrals
Specialist referral is a well-established procedure in many countries and is becoming more common in the UK. However, a number…
Dentistry
Raising spirits
Being a manager means keeping morale high to increase productivity and job satisfaction. When a manager has been with a…
Dentistry
How to beat the summer blues
Every month I spend a full day on the telephone with my clients – that’s 15 minutes with each of…
Dentistry
Opportunity knocks
In April, change was forced upon us all. For some it was a time of great uncertainty and worry, while…
Dentistry
Creating a clear vision
What is the difference between an organisation’s mission and its vision? When asked this, many business professionals, including dentists, find…
Dentistry
Getting patients to work for you
This article is powerful and could make you about £55,000 better off. It focuses on the psychological principle of reciprocity,…
Dentistry
Reaping the rewards
With so many demands made on a practice budget, it is important that any expenditure you make will benefit your…
Dentistry
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