Core Skills Programme for Frontline Dental Staff

Understanding Patient Communication in Dentistry

• Importance of effective communication to enhance patient experience and compliance

Managing Dental Anxiety and Patient Expectations

• Explore common fears and anxieties patients face and discuss strategies to support them

Building Empathy and Trust

• Developing active listening skills, recognising verbal and non-verbal cues

Handling Difficult Conversations

• Techniques for managing upset or anxious patients, navigating treatment refusals

Supporting Informed Decision-Making

• Clear explanation of treatment options and verifying patient understanding

Interactive Scenarios and Role Play

• Extended role-play exercises with feedback to practice skills in realistic situations

Cultural Sensitivity and Inclusivity in Communication

• Understanding diverse patient backgrounds and tailoring communication accordingly

Use of Digital Tools in Patient Communication

• Tips on managing online bookings, reminders, and virtual consultations (where applicable)

Telephone Communication Essentials

• Mastering tone, clarity, active listening, and telephone etiquette

Call Triage and Prioritisation

• Deep dive into handling urgent dental issues and identifying red flags

Managing Cancellations and Appointment Rescheduling

• Strategies for minimising gaps and maintaining patient flow

Managing Appointment Flow and Diary Organisation

• Best practices for efficient booking and patient flow coordination

Dealing with Difficult Callers

• Techniques to de-escalate frustration and manage conflict over the phone

Practical Call Handling Exercises

• Role play multiple call scenarios with peer and facilitator feedback

Time Management & Organisation

• Prioritisation skills, multitasking, and managing workload effectively

Using Practice Management Systems Efficiently

• Tips for utilising booking and record systems to streamline operations

Understanding GDPR and Confidentiality in Dentistry

• Key principles relevant to frontline staff

Handling Patient Data Correctly

• Practical do’s and don’ts

Patient Consent

• What consent means in dental settings
  How to support clinicians in obtaining and documenting consent

Managing Complaints Professionally

• Complaint handling process and your role
  De-escalation techniques and maintaining professionalism

Interactive Case Studies

Record Keeping and Documentation

Understanding Resilience and Wellbeing

• What resilience means and why it matters

Stress Awareness in Dental Settings

• Common stressors and signs of burnout

Building Personal Resilience

• Practical strategies to manage stress and maintain wellbeing

Effective Teamworking

• Communication, support, and collaboration
• Handling conflict constructively

Maintaining Performance Under Pressure

• Time-outs, breaks, and coping techniques

Group Discussion and Reflection

Understanding the CQC’s Role in Dental Practices

• Overview of the inspection process and key expectations

Common CQC Myths Debunked

• Addressing misunderstandings relevant to dental frontline staff

Your Role in a CQC Visit

• How non-clinical staff contribute to compliance and quality ratings

Preparing for Inspections

• Daily habits that keep your practice inspection-ready
  What to expect during an inspection visit (announced and unannounced)

Practical Tips and Examples

• Mock inspector questions and best responses