Lead Effective Workplace Relationships at Health Smiles Report

This report analyzes the role of a practice manager in fostering effective workplace relationships within a healthcare setting, specifically Health Smiles Medical Practice. It addresses key aspects such as identifying team roles and expectations, gathering information on individual work performance, and adhering to relevant legislation and regulatory requirements. The report outlines consultative processes to strengthen communication and manage stakeholder issues. It further explores communication channels, actions to build trust, and strategies for adjusting interpersonal styles in various situations. The report details how to leverage social, ethical, and business standards to develop and maintain relationships, including internal and external network development. It concludes with a sample email to staff outlining the practice manager's role, support provided, and processes for resolving work difficulties and managing conflict. The assignment provides a comprehensive overview of leading and managing a team in a medical practice setting.

Running Head: LEAD EFFECTIVE WORKPLACE RELATIONSHIPS
Lead Effective Workplace Relationships
Name of the Student:
Name of the University:
Author Note:

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Task 1
Q1. Identify and name all the job titles that may be included in your team and briefly describe the
expectations of each team member in relation to your role as a Practice Manager that can assist the
team to improve their work performance.
Answer: In the dental health care, the employees who are working under the practice manager are
namely: General Dentist, Endodontist, Oral Pathologist, Oral and Maxillofacial Radiologists, Oral
and Maxillofacial Surgeon, Oral Medicine, Dental Public Health Clinics, Orthodontist,
Pedodontists, Periodontists and Prosthodontists (Spehar, Frich and Kjekshus 2015). These are the
employees, practice manager look after in a dental health care. The other job responsibility the
practice manager look after is hiring new nurses and other managerial works.
As a practice manager in the dental health care, it the duty of the practice manager to look
after every administrative work, which need to be done to maintain the continuity in the dental
health care. The important role of the practice manager in a dental health care is to ensure that the
team is organized as well as supported so that the health care can provide quality service to the
patients who walk in the health care (Tse and Ho 2014).
Q2. List the type of information you will need to gather on the team’s current individual work
performance.
Answer: The information, which is require by the practice manager so that the individual
performance of an individual in the current team can be enhance. The individual performance that
help the dental health care to grow in the market. So, as a practice manager in an organization it is
require to collect information by keeping in mind the parameters, where information is require for
the betterment of the performance as well as the services that are provided to the customers
(Schaufeli and Taris 2014). The parameters are as follows: 1. Customer’s perspective/opinion: This
is require so that the management can understand whether they are able to satisfy the customers or

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not. 2. Innovation as well as learning: This is require by the organization to adopt new
technological advances that is been made in the world as well as learning new ways to improve
their skills and knowledge. 3. Financial: This parameter need to be look after so that the health care
can sustain as well as grow in the market. This can only be achieve if the health care is providing
high quality services to the customers. 4. Internal business: The focus should given to the customer
satisfaction by clearing all their doubts as well as providing quality service (Moses et al. 2013).
Q3. List the relevant legislations and regulatory requirements that your medical practices staff
should abide to as per the requirement of their job.
Answer: The relevant legislations and regulatory requirement that must be follow by the medical
practice staff who are working in the dental health care are namely:
 The medical records of a particular patient should be preserve by the health care or hospital
for more than 2 years (Berry et al. 2014).
 A penalty of $ 2500 can be charge if documents are not provide on time.
 The health care can charge directly from your bank if all the review has been expire.
 Shared debt recovery scheme is not applicable in dental health care (Berry et al. 2014).
 There is no need to provide application form with numbers in it.
 The organization can ask for the medical document and the patient need to provide it to the
hospital authority when asked for it.
The government also announced that they would make an investment so that the health care
services can be improve in the market (Berry et al. 2014). So, that the health care only focus on
providing quality services to the patient. According to the section 135AA of the National Health
Act, 1953 the Australian Information Commissioner will make the privacy policy strong so that the

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medical record of a particular person cannot be share with the others and if it does, so it will be
treated as the punishable offence (Sorenson and Drummond 2014).
Q4. Briefly explain what consultative processes you could use to:
 Strengthen the two-way communication and
 To ensure issues are raise in an appropriate manner by stakeholders.
Answer: To strengthen the two way communication process, the patients should be enlighten with
the proper knowledge provided by the dentist regarding the problem as well as the solution. This
will help the patient to take the decision regarding their oral health. It is with the doctor to share
their goals as well as the expert advice to their patient so that a strong communication can be
establish between the two. If a bonding is establish between the two then the patient become loyal
customer to the dentist which automatically help the dentist to become motivated at work and do
hard work (Moorhead et al. 2013).
The development of constructive as well as increasing the productive relationship
consulting the stakeholder is require. It help to monitor and identify trends, challenges along with
perception. It helps to know the needs and wants, perception as well as attitude, feedbacks,
implementation along with the action and brand value along with the perception towards the
services to develop and monitor their need in the market. These are the things that stakeholders
raise so that the organization can earn huge amount of profit from the market and provide a well
develop services to retain them (Bryson, Quick, Slotterback and Crosby 2013).
Q5. List a range of channels and methods of communicating information and ideas across the team
members, to seek their inputs in developing and refining new ideas and approaches. Consider
formal and informal channels and methods.
Answer: The communication methods as well as channels, which is been, use to communicate with
the team members are through holding meetings as well as through emails. These are the useful

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communication methods as well as channel to communicate with the team members. The formal
channels, which are being use, is through meetings and in informal channel is through emails or
messages.
Communication is the key to run a successful organization. Communication enables the
employees to know the vision as well as mission of the organization. To achieve that target can be
focus with an effective communication. These will automatically increase the business of the
organization and will help the organization to retain customers and make them the loyal customers
(Grande et al. 2014).
Q6. To develop positive work relationships you need to build confidence and trust.
Outline six actions (behaviours) you could take to build a positive working relationship with
stakeholders across your medical practice.
Answer: The six action that need to take to build a positive working relationship with the
stakeholder is to build a relationship with the stakeholders from the beginning, which will
automatically help the organization to achieve the target. By involving the stakeholder in the
decision making process it automatically, help to build a strong relationship as well as stakeholders
are enthusiastic in nature. Periodic meeting must be set with the stakeholders, which make them
feel like important to the organization and help to gain their trust (Dewar and Nolan 2013). By
addressing issue whenever it arises, help to make a bonding with the stakeholders, which help them
to earn the confidence and trust of the stakeholders. The stakeholders might possess a contradicting
mind so the organization or the person concern need to be open minded so that the management can
done easily. If something is promise to, the stakeholders then it need to keep by the organization to
build a bonding of confidence and trust.
Q7. Provide two examples of situations within a healthcare practice where you would adjust your
interpersonal style and methods when dealing with people to build effective relationships.

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Answer: Suppose a dispute arise from the customers end so the management need to listen to the
customer point of view in which the higher authority. The authority need to be a good listener so
that the dispute can be stop as early as possible. The organization also need to show the empathy
towards the people so that the dispute can be resolve as soon as possible.
If any internal misunderstanding arises between the two employees in the organization, then
as a practice manager the person is responsible to sort out the dispute so that the workplace
environment can be maintain and employees gets motivated to work even harder.
Q8. With your medical practice, how will you use the Practice’s social, ethical and business
standards to develop and maintain effective relationships?
Answer: The practice can be use social, ethical and business standard, which will help the
organization to maintain an effective relationship with the society. The organization need to help
the society by providing services to the society, which will automatically help the public at large.
The ethical issues should be maintain in the workplace as well as while providing services to the
society, which will enhance the organization reputation and will help them to develop and sustain
in the society (Farnan et al. 2013).
The organization need to develop the business standard, which will automatically help the
company or the organization to grow in the market and goodwill of the company will be enhance in
the society. This is how an effective relationship can be maintain and developed between the
organization and society as well as with the employees and the organization.
Q9. Consider the type of internal and external networks you would seek to develop for your
medical practice:
 Identify at least three internal and three external networks. Also, consider formal and
informal networks.
 What are the benefits for the practice in being involved in these networks?

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Answer: To develop the medical practice internally the social media post should be frequently
update so that it provide a boost to the organization. The next internal way to develop the network
is by sponsoring in the events, which will promote the organization and third is through word of
mouth or by creating smile wall picture, which will boost as well as promote the organization. This
are few internally made network. The external way to build the network is by volunteering the
skills of the dentist in a camp free, which will promote the organization. The next external network
can be create by speaking with the children in health class, which will automatically boost and
promote the brand. Lastly, by going online or digital media to promote the brand through different
channels (Reeves, Boet, Zierler and Kitto 2015).
This internal and external network will benefit the organization to grow and to sustain in the
market where there is huge number of competition present in the market. The promotion can done
instantly and will be circulate in less possible time in the recent time.
Task 2
Q1. Prepare an email to all staff in Health Smiles Medical Practice outlining:
 Your role as a Practice Manager, clearly stating the information and support that you can
provide in order to build effective workplace relationships within the practice
 The process to follow to guide and support colleagues to resolve work difficulties
 The processes in place to resolve issues raised promptly or refer these to relevant personnel
as required and within the requirements of the organisation and relevant legislation
 The process to manage conflict in the practice.
Answer:
To,
The Staff

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Health Smile Medical Practice
Sir/Madam,
This is to inform you that, I am your new Practice Manager. If anyone of you, need any sort
of assistance kindly let me know. I will highly obliged to help you out with the information as well
as support that is required to build an effective relationship in the workplace.
If anyone of you face any difficulties in the workplace, it is my duty to resolve it so that
workplace environment can be maintain and employees can remain motivated. Therefore, it is
request to you to contact me whenever you are facing any sort of difficulty so that I can guide you
in the right direction to resolve it as soon as possible.
If any disputes or difficulty is faced kindly let me inform immediately so that the dispute is
not escalated further, which will automatically hamper the environment as well as the mental peace
of the other employees.
As a practice manager, I will try my best to solve the problem as soon as possible so that
the organization become more productive in nature. If the conflict is not resolve in the proper way
then it might affect the company as well as the workplace environment.
Regards,
Practice Manager
Health Smile Medical Practice
Q2. Consider a situation where you have received a complaint from Patient A that one of your
receptionists has shared information related to Patient A’s medical history with Patient B of your
practice.

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Patient A is feeling disgusting and feels that it is a breach of privacy information from the
Practice’s end. You have done your investigation and found out about the reception team member
who did this.
 Explain how you will resolve this conflict constructively between the patient and the
practice
 Whom you should involve in management of this conflict issue.
 Explain the process of counselling for managing the receptionist behaviour and describe
how will manage the receptionist poor performance within the organisation's processes.
Answer: The conflict can be resolve only by listening to the patient and penalizing the receptionist
who have done this blunder. This comes under the violation of the legislation so the employee need
to be penalize for the act. The patient needs to be calm down. The conflict can be resolve by keep
the mind clam and by not reacting negatively.
It is the practice manager duty to be involve in the conflict as the receptionist have been
violate by the practice. The practice manager is the only person along with the higher authority to
look into the matter of any sort of violation.
The counselling need to be given to the receptionist for such poor performance and
violating the norms and regulation of the organization as well as the rules of the government. The
receptionist need to given proper counselling along with the penalty for violating the rules and
regulation.

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