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

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,