Hi Hannah, how did you first get into dental nursing?
When I left full time education I really didn’t know what I wanted to do with my life. As a teenager I had completely unrealistic plans – you know the sort of thing – convert everyone to vegetarianism and achieve world peace!
It didn’t take me long to realise that this wasn’t going to happen and I needed to get myself a job, and in truth it was more by accident than design that I soon found myself employed as a trainee dental nurse.
How do you like dental nursing?
I must confess at first I really didn’t think it was the job for me, but with some encouragement from friends and family, I stuck it out.
The turning point for me was when I was given a Leverson’s textbook and suddenly I found the job began to be more interesting. Looking back now I can see that, actually, it wasn’t the job that I wasn’t enjoying, it was the working environment within my particular practice.
So what did you do next?
I moved practices and slowly began to develop my career. I gained my Dental Nurse Qualification and completed my Oral Health Certificate. It was around this time that I also started thinking about practice management.
I went to work for a corporate practice, starting off as a receptionist. The role developed initially into a Treatment Coordinator position, and then to Assistant Manager, before eventually I was given my own Practice Manager role.
I’ve now worked as a Practice Manager for 14 years.
How would you describe the role as Practice Manager?
I think it’s the classic middle manager role where you’re the one stuck in the middle – acting as the buffer between the dentist principal and your team. It can be a lonely position, and in my experience, more often than not, the Practice Manager is where ‘the buck stops’ - as the phrase goes!
Best part of the job?
I’ve always loved being involved with people and I’m a great organiser, so it’s the combination of working in a large team, meeting our patients and running the practice, with decisions being made on a variety of issues each and every day.
For that reason I firmly believe that every practice should have a manager.
Do you think there are many transferable skills from being a dental nurse?
Definitely - if you’ve worked as a dental nurse you have more of an understanding of policies and procedures, as well as of the patient journey. You also have an in-depth knowledge of what goes on in the surgery and how long specific tasks actually take to be done!
Having been a dental nurse means I really understand the pressure dentists and dental nurses are under – and to be honest I’m not sure dental nurses are as appreciated as much as they should be.
So, for me, those Practice Managers without a dental background will inevitably have a lot of catching up to do to get to the same level of understanding as those who’ve come through the ranks within dentistry.
I’m not saying it can’t be done by those with a background from outside dentistry but it definitely makes it more of a challenge.
What is your role now?
I still work in practice management two days a week, and with the rest of my week spent working for ADAM.
What is ADAM?
ADAM is the Association of Dental Administrators and Managers, and was formed 30 years ago specifically to represent Practice Managers.
Originally known as BDPMA, in 2011 we changed our name to reflect our aim to represent all members of the dental admin team, not just the Practice Manager, and by doing so recognise that each and every role is vital to the smooth operation of a busy dental practice.
On 6th and 7th June we’ll be celebrating our 20th anniversary at our Annual Conference at the Oxford Hotel, Oxford.
I’d been a member for ADAM (then BDPMA) for a little while when I saw a request for applicants for the role of assistant regional mentors. These mentors help to organise seminars across the country and to promote the association. My employers encouraged me to apply for the role and I was successful.
Again my positions within the organisation gradually developed. I first of all moved up to become a mentor; then regional manager for the South East; then team manager; and more recently Vice President.
This year I will take up the role of President at our AGM at the June Conference.
What exactly does ADAM do?
Our primary role is to provide support and represent the interests of our members, which we do in lots of different ways such as:-
• Providing information on changes to legislation and regulation affecting the dental world and explaining how these changes affect dental professionals.
• A Question & Answer page on our website – www.adam-aspire.co.uk – linked to a forum where members can talk freely to one another.
• Connecting with other organisations to look for new partnerships to benefit all our members.
• Providing our two publications to members; Practice Focus which comes out quarterly; and an online magazine E Update which is issued every month. These help spread the news of what’s happening within dentistry and also shares stories about what some of our members have been up to recently.
• A legal helpline exclusively available to ADAM members.
• The ADAM awards, sponsored by Denplan, where we celebrate excellence by presenting prizes to the Practice Manager, Treatment Coordinator, and Administrator of the Year.
• General Advice – members can email or telephone with an enquiry and we will provide the answer or point them in the right direction for assistance. We also have a library of advice sheets available for members to download.
• Management Development events with reduced rates to attend seminars, webinars and training course focused on providing Practice Managers and administrators with the commercial skills necessary to run effective, profitable practices.
What advice would you give to dental nurses wanting to become Practice Managers?
I believe it always helps to have undergone some kind of formal management training, whether it’s a diploma or a BTEC in practice management. Apart from anything else this will give you an insight into what you’re getting yourself into!
As a Practice Manager you’ll find that you sometimes need to get involved in difficult situations such as taking disciplinary action against a member of your own team and, in extreme circumstances, this could ultimately lead to their dismissal.
Your management training helps gives you the confidence to put your new skills into practice.
I’d also recommend dental nurses to seek out a mentor – someone they get on well with, and trust, and who can advise and guide them in the future.
As I said earlier, practice management can be a lonely job - remember, as a manager you can’t moan to your dentist or your team, so having a good network of other managers and dental professionals around you to bounce ideas off or to let off steam, can be invaluable, and help give you confidence in what you’re doing.
And of course ADAM can help with all this, which is why I always suggest people join!
