Practice managers lead our teams to ensure a happy patient base, a smooth running surgery and a positive team. Striving for excellence in everything they do, our managers also ensure the full clinical and legal compliance of the practice; mentor and support their team; and plan the business for future success. With so much to do in just one day, we caught up with Francesca Hanley, practice manager at CFD Tamworth, to see how she does it all!
Tell us a little about your career background. Have you always worked in dentistry?
I started at CFD Tamworth as a trainee dental nurse for maternity cover. I was then taken on as a qualified nurse permanently. After getting into my nursing role I was promoted to Patient Care Coordinator. A short while later, I was again promoted to become Practice Manager! Within my 5 years of working for Centre For Dentistry I have gone from trainee, to qualified dental nurse, to becoming a practice manager of a very patient focused, modern and successful dental practice.
What does an average work day look like to you?
Working day to day as a Practice Manager I have lots of interaction with our patients when they attend for their appointments, or even when they just pop in to say hi whilst doing their shopping in Sainsbury’s. I also ensure that the practice is safe, effective, caring, responsive and well led to ensure we are providing the best care possible to all of our patients. I always make sure that our team are happy and motivated which in turn can make a patients experience of visiting the dentist slightly more uplifting. I am responsible for compliance within the practice and ensure that all audits, risk assessments, necessary staff documents are in place to again ensure safety and full compliance within the practice. I conduct regular training with my team to ensure confidence and knowledge throughout the practice in all areas. I like to come into work each day, look at our aims for the week and put a daily and weekly plan in place with my team to ensure these aims are reached. Throughout the month I also sit down with each member of staff and we have a detailed 1-1 meetings to discuss performance and also give all staff opportunity to raise anything they wish too. I also conduct personal development plans and appraisals to outline areas of strengths and weakness. In these plans we agree on actions to improve and regularly follow up on progress.
What are the things you like most about your job?
I love to see patient’s confidence grow. I have seen many patients really struggle to walk through our practice door to enquire about an appointment due to fear of dentistry – to walking out of the surgery after treatment with a beaming confident smile. This makes me feel rewarded for what we do here at Centre For Dentistry. I also like to see my team offer an amazing dental service!
What do you think sets aside CFD from other competitors?
At Centre for Dentistry our patients really are at the centre of everything that we do. We aim to provide a wide range of general and specialist dentistry at convenient times in an easily accessible location. We’re passionate about patient care and are always here to help every step of the way.
Do you have any tips for any aspiring practice managers?
- Patients always come first.
- Happy and motivated team = Effective dental service.
- Hold regular 1-1 meetings with team members, including clinicians, more than monthly if possible.
- Have a strong relationship with your Team Leader / Lead Nurse.
- Get the practice known locally by successful marketing.
- Plan ahead
- Detailed business plan – 3 months in advance
We are currently recruiting for a range of vacancies throughout our practices nationwide and at our Head Office in Bath. Check out our vacancies and apply.