Overview
This course is suitable for all members of the dental team and is aimed at receptionists, managers and nurses who have had no formal receptionist training. The course consists of online recorded tutorials, online quizzes and access to live online classrooms (webinars), giving you an opportunity to speak directly to the tutor and ask questions. The course requires a commitment of between one and two hours each week for six weeks. Learning modules are released on a weekly basis. Course Brochure
What will you learn?
- Customer Service – The Ultimate Patient Experience
- Communication – How Effective Communication Results in Business Success
- Marketing – The Forgotten Role of the Front Line Team
- Meeting CQC Requirements – What You Need to Know on the Front Line
- Information Governance and GDPR
- Complaints Handling
Access learning modules online at a time that suits you.
- A good internet connection is required.
- Access to recorded video tutorials.
- Access to live online classrooms (webinars/teleclasses) held after work hours.
- Tutor support Monday- Friday.
- You will have access to the modules for a maximum of three months.
- You will be required to complete an online quiz for each tutorial.
Benefits
- Online tutorials.
- Downloadable booklet.
- Tutor support.
- Flexible learning.
- Nationwide availability.
- Complete at your own leisure within three months.
- Six hours of Verifiable CPD.
- Certificate of Completion awarded upon successful completion.
Structure
- A six-week online course which includes watching tutorials and completing multi-choice questions.
- Course booklet/slides
- Tutor support throughout the course including email support, access to live teleclasses and webinars.
Objectives
Learning Objectives
Customer Service – The Ultimate Patient Experience
GDC Development Outcomes: A
Learning Objectives
- Understand what exemplary customer service looks like
- Understand why creating a good first impression and a lasting impression are key to retaining patients
- Explore how to give added value to the patient journey
- Learn 'bullet-proof' telephone skills
- Build a positive, trusting mental ‘picture’ of your service in your patients’ minds
Communication – How Effective Communication Results in Business Success
GDC Development Outcomes: A
Learning Objectives
- Understand what effective communication entails
- Explore why effective communication is important in your practice
- Look at different types of communication
- Learn how to improve your communication skills
- Understand what methods of communication the CQC are inspecting for in your practice
Marketing – The Forgotten Role of the Front Line Team
GDC Development Outcomes: B
Learning Objectives
- Understand marketing and the principles behind it
- Understand why the front line team are also the marketing team for the practice
- Explore the psychology of buying to maximise sales in your practice
- Understand why building a strong brand allows for growth through your services and patient relationships
- Explore how to promote campaigns and maximise publicity
Meeting CQC Requirements – What You Need to Know on the Front Line
GDC Development Outcomes: B
Learning Objectives
- Understand what CQC aims to achieve and why the inspection regime changed in 2015
- Explore Fundamental Standards and KLOEs and what they mean in practice
- Discover why dental practices are failing their CQC inspections
- Explore how reception fits into the CQC picture
Information Governance
GDC Development Outcomes: B
Learning Objectives
- Explore what Information Governance (IG) means to dental practices
- Explore what defines ‘personal data’
- Understand the twelve steps required to comply with GDPR
- Discover what IG requirements you need to meet in your practice
Complaints Handling
GDC Development Outcomes: A
Learning Objectives
- Gain a deeper understanding of why patients complain
- Understand how to handle patient complaints effectively
- Explore how to handle your personal emotions when dealing with a complaint
- Understand the GDC guidelines for handling complaints
Tutors
Nicki Rowland BSc, Dip Man
Dental Practice Owner, Dental Practice Consultant and Coach
Qualifications: Bachelor of Science, Level 5 Diploma Dental Practice Management
Dates
- Monday 02 October 2023 - Available
- Monday 06 November 2023 - Available
Payment
Payment Plans
We now offer the option to pay over three months. Please be aware, this increases the fee to £120.00 inc. VAT.
Payment due dates:
- 02 October 2023 £40.00 (Non-refundable deposit)
- 02 November 2023 £40.00
- 02 December 2023 £40.00
We will NOT send reminders of payment due dates. Failure to make payment by the due dates will result in automatic removal from the course.
Please note, your certificate of completion will not be awarded until full payment is made.
Paying by payment plan? Please use enrolment form HERE.
Discounts
Please note that discounts are applied to the VAT-exclusive fee: £91.67 Discounts cannot be applied to payment plans.
Multiple applicant discounts
- Two applicants: 5% discount
- Three applicants: 10% discount
- Four or more applicants: 15% discount
Multiple course discounts
- Two courses: 5% discount
- Three courses: 10% discount
- Four or more courses: 15% discount
Please apply by telephone or use the application form here. DNN will send you an invoice.
ENROL
Please note, you should only request an invoice if your practice is paying for you, therefore requires an invoice.
