Seeing it from both sides


Posted by Helen Neville on 21/05/2019


I have now been in the dental profession for over 20 years starting as a Receptionist, Practice Manager and then qualified as a nurse – I did it a different way round to most! Thanks to my background and now my current role as an Academy trainer, I can appreciate even more the relevance of the training delivered and the daily challenges on the ‘front line’ that practices face.


There have been a lot of changes throughout my time in the industry; the increase in safeguarding team training, the implementation of the HTM01-105 plus the introduction of the Care Quality Commission to name a few. This in turn has impacted the team’s requirements and influenced the way in which practices select subjects to manage the GDC Enhanced CPD recommendations as well as continuing to develop as a team and grow the business.


In this fast changing profession, I remember only too well facing what seemed to be the massive task of trying to keep myself and the team up-to-date (not to mention individual records too!). Therefore anything that could help me stay on track, or better still ahead of the game, was considered a winner.


I can see first-hand just how the Academy catered for this all important need for training helping to take some of the pressure off busy practices. So alongside appreciating soft skills such as customer care, team building and welfare/stress awareness which are often overlooked, The Academy continually add new subjects and adapt them to meet the regulatory needs. I never under-estimate how valuable this proves to be for dental teams.


It is hugely rewarding knowing that not only do we make sure the training material delivered is current and in line with the latest thinking, but that we keep it relevant to dentistry by offering examples, exercises and scenario’s that teams can relate to.


One of the great advantages of having a tailor made training day is that often the team choose the subjects for the day together. Each practice is slightly different, and many delegates have dual roles and/or additional responsibilities. All the coursework identifies with the various in-house roles and care is taken to accommodate this.


Take a subject like ‘Record keeping with patient consent’ for example. The module looks at the practice records from the perspective of each team member from clinicians through to the reception team, and what part they all play in maintaining good, consistent records. This principle is applied when helping teams see the ‘bigger picture’ identifying that obtaining valid consent is primarily about clinical records but also includes the subtlety of the reception team playing a part in the overall process. This alone brings to life the essence of the CQC Standards.


One of the greatest pleasures of my role is helping to support practices and give them the confidence in their ability to demonstrate this fantastic patient care on many levels.


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