Quality Assurance - A Registered Manager’s Responsibilities in Dental Practice Management

This unit focuses on the responsibilities of a registered manager in dental practice management for establishing internal standards, training the team, and implementing monitoring systems for continuous improvement. It covers the policies and procedures, legislation, and methods used for evaluation and development. The unit is part of the Standards and Behaviours expected for this award and requires approximately 15 hours of research and preparation.

Dental Practice Manager - Standards
KSTD 6 - Quality Assurance - A Registered Manager’s responsibilities
The purpose of this unit is to develop knowledge and understanding of recruitment and selection as
required by a practising or potential first line manager.
This task is all about Quality Assurance - A Registered Manager’s responsibilities. There are three
parts to this assignment
1. 6.1 - Establish internal standards (policies & procedures) for high quality care.
2. 6.2 - Train the team to meet internal and external standards.
3. 6.3 - Implement monitoring systems for continuous improvement e.g. complaints handling, learning
from feedback, incidents and complaints.
NOTE: You need to relate your answers to the organisation that you work in.
You should plan to spend approximately 15 hours researching your workplace context, preparing for and
writing or presenting the outcomes of this assignment for assessment.
This is part of the Standards and Behaviours expected for this award. You will use varying methods to
enable you to complete these questions. All can be completed using either written, typed or audio answers
to demonstrate your knowledge and understanding of how you support your service users within your
setting. Discuss with your assessor and decide your preferred method.
Important words to Remember (these will appear in BOLD throughout the questions):
 Describe – To give an account in speech or writing
 Explain – To make plain or comprehensible
 List – A series of words
 Identify – To establish, determine or ascertain
 Outline – Summary of a text or dialogue
 Analyse – To examine carefully & in detail
 Define – To state the meaning of (a word, phrase)
6.1 – Describe and explain how you establish internal standards (policies & procedures) for high
quality care
Please include:
 The methods used to establish these
 What internal standards do you have
 How you evaluate the use of the policies and procedures
 How you share and evaluate these in your setting – Team and patients
Internal standard- Internal standards are referred to as the rules and policies which are followed within
an organization. These standards identify the ways in which the business is dealing with their operational
activities and business operations.
Methods used to establish policies and procedures-
Patient safety- It is the most important method as it will help Mydentist in providing their customers with
best health care services. This method will make sure that the company is treating their patients with
respect and understand their needs and wants.
Effectiveness- Effectiveness is referred to as how well Mydentist is providing their services and are
achieving their goals and objectives. If the company is engaged in providing effective services then the
patients are likely to feel safe within the company.
Equity- It is important that the healthcare system is equitable, that it is open to all people. It is important
that all the members in the society are having access to healthcare system whether they are of different
age, sex, caste or religion.
Internal standards used by Mydentist-
Patient safety- Mydentist is focusing on patient safety method, which will help the company in giving
best healthcare services. The business is engaged in treating their patients with love and respect and
give high- quality care services to the patients. The healthcare services provided should be feasible to all

Dental Practice Manager - Standards
the patients.
Patient- centred- Mydentist is patient centred company, as they put emphasis on the perspectives of the
patient's. They are involved in working together with the patients to solve their problems. The main
concern of patients is taken into account when the company is delivering the healthcare services to the
patients.
Timeliness- The most basic method which is used by Mydentist is timeliness, as they are engaged in
providing proper services to their patients on time. It is important that the services are rendered on time,
so that the patients do not have to wait for the best possible care. Thus the managers at Mydentist make
sure that they are providing timely care to the patients. As it is seen that the delays in the healthcare
services can lead to some major issues for the patients.
Evaluation of the use of policies and procedures-
It is important to note whether the policies and the procedures made are implemented correctly in every
organization. Mydentist is keenly engaged in evaluating, if the policies made are implemented correctly
by the employees or not. This evaluation can be done through feedbacks taken from the patients as well
as from the employees. For Mydentist it is important to satisfy the patients, if their problems are solved
and they are satisfied then the policies implemented are correct. The company is engaged in providing
the patients with best healthcare services as well as timely treatments. The managers are involved in
seeing whether all the patients are treated well and receive the highest level of care from their centre.
The company is asking for the patient's feedback, beyond that the families are also asked about their
feedback. This will help the business in directly getting the concerns of the patients and solving them with
the best possible way. Patient- cent-redness can be assessed by using Hospital consumer assessment
of healthcare providers and systems. All hospitals are required to follow the same survey, in order to
maintain the quality across hospitals nationwide. In the hospital the patients are asked to rate the
frequencies of the events which are communication with the doctors and nurses, pain control, cleanliness
and discharge information. Mydentist have to make sure that the patients are satisfied and have access
to care and the test results. Overall it is important that the dental practice manager of Mydentist will make
sure that the hospital is focusing on cleanliness and are timely giving their services to the patients.
Sharing and evaluation of internal standards within the organization by dental manager-
For a dental manager it is important to make sure that the patients will accept the treatment. As it is seen
that the patients will not understand the treatment in which they are not satisfied. The dental manager of
Mydentist has to focus on creating brand value among the patients. This will help the hospital in
becoming more famous and the patients will recommend the hospital to other patients. The manager has
to focus on their team. As there are many doctors and nurses, which are frustrated because they are not
getting any personal space and time with their family and friends. It is important that the managers
oversees this issue and try to solve it. Managers can help the doctors and nurses by helping them in
maintaining work life balance. It is important that the manager at Mydentist will evaluate the current
situation of the dental clinic. Evaluating the internal standards will help in better internal communication
between the staff and the patients. It is important that the managers set pre-defined goals and objectives
which will help them in better understanding of the organizational activities.

Dental Practice Manager - Standards
6.2 – Explain how you train the team to meet internal and external standards.
Please include:
 Methods you use to evaluate learning needs
 How you decide on what training the team needs – think about external factors as well
 What is the mandatory training requirements?
 Any lessons you have learned
For managers it is important that they evaluate the learning needs of the staff. This will help them in
analysing the ordinary practices which are needed by the doctors. The most common methods are
interviews and questionnaires through which proper assessment, evaluation and appraisal can be done.
The informal and formal methods are both used for the effective evaluation of the learning needs by the
managers. The formal needs learning needs assessment includes critical incident techniques,

Dental Practice Manager - Standards
observation, revalidation, self-assessment and peer view. All these methods help in identifying the group
learning needs within Mydentist. Methods to evaluate the learning needs are described below-
Gap or discrepancy analysis- This assessment method will help in comparison of the performance of
the staff and the doctors with the use of self-assessment and objective testing methods.
Reflection on action- Reflection on action is the assessment method where the doctors and the staff
use experiential learning methods which are helping them in monitoring their performance. With the help
of this method the managers can identify with what methods they can improve the performance of the
doctors.
Self-assessment of diaries, journals and weekly reviews- This is the favourite method used by the
managers, as it includes the assessment of the doctors. Ordinary practice of the doctors is assessed and
feedbacks are given according to their performance. With the help of this assessment the doctors can
improve their performance internally and externally. The feedbacks can also be taken from the
colleagues and they help in encouraging the performance and the reliability of the doctors.
Identification on what training the team needs-
The hardest part for the managers is to understand the needs of the team, so that the managers can
further choose the right training methods. Several training needs assessments have to be analysed so
that the managers can identify the needs which will help in developing the skills and will provide proper
training to the doctors and the nurses.
Methods to identify on what training the team needs-
Conducting organizational analyses- First there is the need to determine which resources are
available for training. It is important to identify the goals and objectives of the organization so that the
managers can enhance employee development.
Explore overall performance- It is important that the overall performance of the doctors and the nurses
is evaluated. This will ensure that if the team is lacking in some aspects then the quality assurance
manager will try to solve them. If the performance of the staff and the doctors is not up to the mark, than
it is necessary that they are given proper training according to the desired standards set by Mydentist.
Comparison between similar organization- For identifying what training is needed by the team it is
important to know what other companies or dental clinics are doing. If other clinics are using new
technologies in their operations and activities, then Mydentist will also have to focus on providing their
customers with new technologies. New technologies will attract more patients, but the staff and the
doctors have to be trained well for the new changes.
Mandatory training requirements-
Mandatory training- Mandatory training are the trainings which are essential for the employees within an
organization. These trainings will help the employees in ensuring that they are meeting the rules and
regulations of the organization.
Mandatory training required by the quality assurance manager are described below-
Ensure compliance- Ensuring compliance is an important part of the training, as it helps in ensuring that
all the standards which are been set are maintained by all the staff and the doctors. In this training the
managers make sure that all the policies are followed and no employee is engaged in wrong deed. For
quality assurance managers it is important to evaluate and implement the new training programs for their
staff. This will help them in increasing their productivity and efficiency within the organization.
New procedures- New procedures are said to be the new developments in the field of medical sciences.
These procedures are still in their testing phase thus, it is important for the quality assurance managers
to learn about these procedures. These procedures will help the clinic in saving patients life, so it is
mandatory to have trainings on the new procedures for the manager. Managers should engage
themselves in creating new procedures, which will help the clinic in improving the overall performance of
the clinic.

Dental Practice Manager - Standards
6.3 – Describe how you implement monitoring systems for continuous improvement e.g.
complaints handling, learning from feedback, incidents and complaints.
Please include:
 What policies and procedures you have in place
 What legislation needs to be followed
 How you monitor and audit the systems used
 How you develop your own and others practice in light of feedback, complaints and incidents
 How are these situations recorded and what do you do when they have been reported
Policies and procedures Mydentist have in place
OSHA Compliance- OSHA is the guidelines of the dental practices which are not regulatory by nature.
These guidelines provide the tokens of the existing standards of health and safety within the clinic. With
the help of these guidelines the quality assurance manager can help in protecting their employees. These
guidelines are helpful in identifying who is responsible for updating the plans and reviewing the policies.
Discrimination and harassment protection- Mydetnist has policies against the harassment and
discrimination. It is seen that the discrimination is momentous subject at some dental clinics. Strong
policies which can overcome these discrimination practices and helps in preventing the toxic culture of
the dental clinic.
Legislations followed by Mydentist
Access to health records act 1990- This act allows the patient’s family or representative to claim after
the patient’s death. The representative can have the access to the death records of the patient.
Care quality commission regulations- This regulation is covering all the registrations of health care
providers. In this regulation all the health care providers have to enrol before undergoing the initial
registration. The health care providers have to give a demonstration that they can serve the patients with

Dental Practice Manager - Standards
best quality and they are meeting the registration requirements.
Data protection act 2018- This act helps in controlling how the personal data of the patients is used by
the health care centres. The individuals which are using thee personal information have to follow the
rules which re called ‘data protection principles’. The staff and the employees have to make sure that the
information is used lawfully and for specified purposes. The information is used where it is necessary so
that it cannot be misused by hackers.
Monitoring and auditing of the systems used within the clinic-
Go digital with your tools- For monitoring and auditing, technology is the vital part which can help in
keeping the track for the records and all the expenses. The files which are shared will automatically be
saved in the central computer and the information will be available to all the computers within the clinic.
Thus the staff and the doctors have the access to review this information to get the knowledge about the
previous cases. Digital use of the tools will help the managers in working efficiently and make fewer
mistakes. This will also help in retaining the patients and provide them with better health care services.
Regular review your business plan- For managers it is important to review the business plan regular,
so that they have a clear understanding of their business operations and practices. Regular review of the
business plan help in ensuring that the business is running on profits and is not facing any losses. Daily
reviewing business operations will help the managers in efficiently analyse the work performed by the
staff and the doctors. This will help the managers in analysing the performance and set the benchmark
according to the work done by the staff.
Outsource unfamiliar operations- The quality assurance managers should focus on the activities in
which they are good at, rest of the activities should be outsourced so that they can bring efficiency in their
operations. Mydentist is specialised in providing health care services, so the clinic can outsource their
after sales services and accounting. This will help the clinic in getting better results, as they can get the
work done by the specialists. The staff have to pertain certain skills in order to maintain the accounting
records and provide customer services after the treatment. So it is important that some activities which
are unfamiliar can be outsourced.
How manager develop their own and others practice in light of feedback-
It is important for the quality assurance manager to ensure that the feedbacks provided by the patients
are given importance. If the patients are not satisfied with the healthcare services, then their is the need
to make changes within the policies and the regulations of the clinic. It is mandatory to go through the
practices of the doctors and the staff in the clinic. The quality assurance manager has to analyse the
performance of every doctor and the staff individually, so that the patients can get better experience while
having treatment. If patients are having any problem, than it is the responsibility of the manager to solve
the problem related to the quality assurance. The managers can see that the doctors are not using
unethical practices within the organization and can make sure that the treatment done is proper and not
faulty.
How are issues recorded and what is the responsibility of the managers-
If there is any issue regarding the quality of the services than there is a proper feedback form. This form
has to be filled by the patients, which will have all the questions regarding the treatment. If the patients
are having any problem regarding the behaviour of the doctor or the staff, than proper measures are
taken and warning is given so that this practice is not done again with the patients. If there is any problem
regarding the treatment, than first the doctor is consulted and after that the patients are asked what the
problems they are facing are. Doctors and the patients are required to talk to each other in order to solve
the problem related to the treatment.

Dental Practice Manager - Standards

Dental Practice Manager - Standards
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