Dental practice manager (2024)

Reference Number: ST0109

Details of standard

Role/occupation

Dental Practice Manager

Level

Duration of Apprenticeship

24 Months

Role Profile

The Practice Manager is responsible for managing all non-clinical aspects within a specified practice/s to achieve excellent patient care, quality, cost and delivery performance in line with practice strategy, goals and values. The Practice Manager leads the team by providing support and direction to enhance performance, skills and knowledge of all practice staff.

Competencies

Knowledge	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

Skills	The practice manager will be able to:
Leadership skills	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
Management skills	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)
Communication Skills	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

Skills

The practice manager will be able to:

Leadership skills

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

Management skills

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)

Communication Skills

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

Behaviours	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

Progression

This is an entry level role which provides the foundation knowledge, skills and experience for progression into a number of career paths including Practice Manager, Area Manager and Regional Manager leading to Senior Management roles.

Qualifications

Our approach to ensuring that the apprentice is on track is based on a combination of an externally validated qualification and an in house

English & Maths

Apprentices without level 2 English and maths will need to achieve this level prior to taking the End-Point Assessment. For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and maths minimum requirement is Entry Level 3. A British Sign Language (BSL) qualification is an alternative to the English qualification for those whose primary language is BSL

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