NSIGHT · 2018. 8. 22. · M&S DENTAL CARE FIVE STEPS TO GENDER EQUALITY ANDERSON DENTISTRY Editor...

Summer 2018

Making Tax Digitalby Roddy Anderson

of Johnston Carmichael

ONLINE MEDIAVictoria Holden from Taylor Defence Services discusses what’s expected from the GDC with regards to taking your business online.

Keith Hayes from RP4 presents...their blueprint for successful practice compliance

NSIGHTThe Magazine from Independent Care Plans

M&S DENTAL CARE FIVE STEPS TO GENDER EQUALITY

ANDERSON DENTISTRY

Editor Eilidh Morgan Sub editor Bert Hay Design by Blue Horizons Marketing

Published by Independent Care Plans, River House, Young Street, Inverness IV3 5BL Telephone 01463 712585

Email [email protected]

8

20

16

A remote and rural practice profile

Dentsply Sirona being a leader in promoting gender diversity and equality within it’s workforce

The challenges of relocating

PROTECT YOUR INCOME

PATIENT LED TEETH WHITENING

Contents

4 BDM newsletter

8 M&S Dental Care - Practice Profile

10 Your reception team – the face of the dental practice

12 Enhanced CPD - what you need to do and how the changes affect you

14 Fife Dental Care Social

16 Five steps to create gender equality in the workplace

19 Talking about dental treatments on your website

20 Anderson Dentistry Profile

22 Protect your income

24 Online media and your business

26 Making tax digital

28 Patient led teeth whitening

30 RP4 do you have time to do any dentistry?

22

28

Morna Beattie from Wesleyan talks through insurances available to practitioners.

The ability to treat their patients based on their individual requirements.

3 ICP Focus Magazine

BDM Newsletter

in Scotland going forward, albeit the finer detail along with timescales are still to be clarified.

What is clear is that numerous practices have contacted IndepenDent to discuss and investigate their options in lieu of further updates anticipated during the Summer; whilst some owners have already ‘pushed the button’ and proceeded (with our support) to reduce their reliance on income via NHS dentistry whilst simultaneously aiming to improve their work/life balance.

I would anticipate more enquiries as the year progresses.

I wonder if NHS England will closely monitor what happens in Scotland and as a result finally implement changes which have been intimated for some considerable time (in fact years) but delayed due to the ongoing ‘pilot schemes’ that appear to be dragging forever on!

Whilst the ‘OHIP’ has been an interesting highlight so far, it’s fair to say that no matter where your practice is located and unless you have decided to bury your head in the sand and cancelled the remainder of 2018, the changes relating to the introduction of GDPR and Privacy Policy will not have gone unnoticed (no matter how hard you may have tried!).

I think it would be appropriate to best summarise the first half of 2018 in just two words, namely ‘busy’ and ‘interesting’.

Busy in that IndepenDent received an encouraging number

of enquiries primarily as a result of two specific reasons, namely:

£10 ‘Switcher’ Incentive – clearly demonstrating that practices are regularly searching for better value, service, support, etc., from their plan provider, with IndepenDent offering the ideal alternative; with the added incentive of rewarding transferring practices with £10 per plan patient.

So, if you know of a colleague at another practice who you feel might be interested in considering a ‘switch’ to IndepenDent, and you would be happy to refer them on to me, then please do get in touch.

Alternatively, if your practice has a secondary plan provider and you would like to investigate consolidating all plan patients with IndepenDent, then simply give me a ring or send me an email.

Oral Health Improvement Plan – commonly referred to as the ‘OHIP’ since the release of the original document in February, it has certainly created a lot of debate on its proposals for NHS dentistry

Clearly there are important reasons why this new legislation is necessary, although it does seem that dentistry (and I suppose pretty much every other industry for that matter) has increasingly more bureaucracy to adhere to nowadays. Sign of the times I suppose!

On the continuing theme of an ‘interesting’ year so far, I had a really (well) interesting conversation with an existing client recently which basically demonstrated that this particular practice was not fully aware of the various partnerships we have in place.

It was interesting because this practice had purchased various items without realising they could have benefitted by a further reduction in price, had they firstly advised the supplier they were an IndepenDent member and secondly, quoted the promotional discount code.

So, this scenario got me thinking there was possibly two reasons how this situation might have occurred, namely:

1. The practice didn’t keep itself up to date with the selection of partnerships agreed with IndepenDent OR

2. IndepenDent wasn’t communicating the various products and services available to members effectively enough.

By way of reminder, here is a selection

By Gary Moore


of ways in which we try to keep our members informed of new and existing partnership agreements and benefits available:

Monthly Schedules – throughout the course of each year there are regular promotional flyer inserts promoting partner products and services

Social Media Channels – regular announcements and partner features

Magazine – check out the back cover for a summary of our existing partners

Monthly e-Newsletter – most editions include a ‘partner focus’ feature

If you don’t already receive the monthly newsletter then simply go to the IndepenDent website and subscribe accordingly.

Please do not hesitate to contact me at [email protected] if you require further details on any of the agreed partnerships and benefits available.

Another year, another Scottish Dental Show at the Braehead Arena venue on the outskirts of Glasgow, however this time around the organisers decided to stage the event at the end of April (slightly earlier than previous years), possibly to avoid a clash with the British Dental Conference in May, and I suspect this canny decision was validated because it certainly felt busier than previous years.

As the only dental exhibition regularly held in Scotland, it was pleasing to see GDP’s supporting the event in greater numbers because without delegates demonstrating the necessary enthusiasm, the desire from industry suppliers and service providers to appear year on year would diminish; especially with the competition provided by BDC, Dental Showcase and the plethora of additional ‘CPD led’ events throughout the year.

As ever there was a variety of speakers covering a diverse range of topics with all lectures attracting healthy audiences (especially the presentation on GDPR!), and to compliment the volume of educational and CORE CPD presentations available, the exhibition itself offered delegates a huge selection of products and services to review, compare, investigate, negotiate and possibly even lighten the business account as a result!!

A great aspect of the show is that it always provides me with an opportunity to meet up with existing clients for an informal chat (some may say gossip!) away from the practice, but also to discuss the services and benefits that IndepenDent has to offer potential new to group opportunities.

In a world where digital marketing continues to dominate at an ever increasing pace, some sceptics might say that the days of the exhibition style

event are numbered, however whilst there remains the opportunity to meet people and hold ‘face to face’ conversation, ‘touch and feel’ the product, ‘listen and learn’ in a live environment, and continue to build or create business relationships through personal contact, then the ‘exhibition’ is alive and kicking and still offering a vital and welcome service.

Due to my ‘busy’ commitments in May I couldn’t attend the Dentistry Show in Birmingham, however it is my intention to spend time at Dental Showcase in October, so possibly see you there.

By the time you read this edition of the magazine, you will have already received your personal practice binder of the recently launched ‘Dental Plan Toolkit’, and whilst the ‘Toolkit’ initially only contains two sections of content, further sections will be released (or phased in might be a better description) to members, providing even more ideas, hints, tips, etc., on how to promote/raise awareness of your dental plan with patients.

The intention is that the ‘Toolkit’ will become the natural ‘go to’ sales/marketing reference and support guide for improving/increasing plan registration numbers.

If you have any suggestions on topics that you would like to see included in the ‘Toolkit’ going forward, then please do not hesitate to drop me an email. Your feedback is always appreciated.

As ever, you know where we are if needed, and in the meantime, I hope the remainder of your 2018 is both busy and interesting.

As ever there was a

variety of speakers

covering a diverse

range of topics

with all lectures

attracting healthy

audiences

We care to know.Accounting for the dental profession is aspecialist area that requires expertise anda thorough understanding of the industry.

Roddy Anderson, our head of Dental is one of onlythree specialist dental accountants in Scotland, recognised by NASDAL (The National Association for Dental Accountants and Lawyers).

Talk to Roddy and his team of advisers up and down the country who have the local knowledge and technical expertise to support your business.

T: 01307 465 565E: [email protected]: jcca.co.uk

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We care to know.Accounting for the dental profession is aspecialist area that requires expertise anda thorough understanding of the industry.

Roddy Anderson, our head of Dental is one of onlythree specialist dental accountants in Scotland, recognised by NASDAL (The National Association for Dental Accountants and Lawyers).

Talk to Roddy and his team of advisers up and down the country who have the local knowledge and technical expertise to support your business.

T: 01307 465 565E: [email protected]: jcca.co.uk

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Not many workplaces offer the possibility of knocking off early on an afternoon

to head to the ski slopes in the winter and mountain bike trails in the summer.

Some of the best mountain biking, kayaking, climbing and skiing in Scotland is within 10 minutes drive from the practice.

The practice lies in the shadow of Ben Nevis and Anoach Mor. A challenging outdoor playground for the most adventurist sports enthusiasts.

Practice Manager Jillian Bruce and Director Gregor Muir run this distinctly atypical dental practice – remote and rural yet still one of Scotland’s largest.

M&S Dental Care operates out of a former NHS health centre with a large staff of 32 including 10 clinicians and 2 therapists – and runs a branch surgery in the small Highland village of Glencoe. The practice has a list of around 15,500 NHS-registered patients in addition to Private and ICP. It covers a wide geographical area

drawing patients from as far as Oban 44 miles south all the way to Inverness 65 miles north, and also from the inner Hebrides including Skye and the smaller islands – Eigg, Muck, Rum.

One of the problems here is that the nearest referral centre is in Inverness. Therefore our philosophy is to try and do as much of the difficult treatment as we can in-house to save people having to make that 120-mile round trip.

We encourage the team to pursue specialist qualifications such as in oral surgery, orthodontics, prosthodontics and implants.

We need to be able to follow-up on problems and manage any dental emergencies and general emergencies within a dental setting without the need for an onward referral.

The Practice has grown from two dentists to ten with two therapists, and a support staff of around thirty.

Jillian said “My job is to make sure the clinicians only have to deal with the patients. I handle 90 per cent of their paperwork,”

We are fortunate to have Jillian to keep things ticking over. NHS forms are becoming increasingly onerous. There’s more rejections if you don’t dot the right ‘i’ and cross the right ‘t’. Jillian picks all this up and it means we run as efficiently as possible.

We have been doing VT for 18 years now. It keeps you young. I think we have trained 25 dentists throughout the years. I hope that we have given them a good grounding and they are all successful in their careers.

It’s a real shock to realise that I have become one of the more mature clinicians in the area. It does creep up on you. I was always the young precocious one! (not any more)”

A passion for outdoor pursuits unites many of the staff at M&S.

We have a really young enthusiastic team who are all interested in developing their careers but also fit in with the ethos of the practice and lifestyle of the area.

For someone who likes arthouse cinema – a 120-mile round trip is a long way. And if you are into fashion and nightclubs… well it’s

PRACTICE PROFILE M&S Dental CareGregor Muir is the director of one of Scotland’s largest dental practices but is also in one of the most remote areas. We asked him to tell our readers what attracted him to Fort William and how he’s recruited associates to expand into a branch surgery in Glencoe.

Alison and Christoff Du Plessis


We have a really

young enthusiastic

team who are

all interested in

developing their

careers but also fit

in with the ethos

of the practice and

lifestyle of the area

more wellies and waterproofs here.Christoff and Alison joined the

practice as associates just over a year ago and have really enjoyed their move to the Fort. Both are keen on the outdoors.

Christoff says “Both Alison and I completed our VT in Inverness. We then moved back South for a few years but really missed the Highlands. The move back has been great. We both really enjoy the outdoors and spend a lot of time hillwalking with our dog. Alison is keen on completing her Munro round and getting the dog Harris around them as well. The dog is currently on 35 Munros more than our current VT Brad who is running a close second to Harris the dog. I am on 50 and Allison is close to 50 as well. We started skiing and climbing this year.”

Christoff has also been enjoying the open water swimming although its been a bit chilly this spring

Another of our clinicians Joanne Mackin who has been with us 10 years competes regularly in ½ and full Ironman Distance Triathlons. She has also competed in the Tiree Ultra and thinks nothing of entering the yearly Ben Nevis Race.

Hats off to our senior nurse Moira Hughes who has just completed the West Highland Way.

So all in all it’s a great place to spend a lifetime.

ICP Focus Magazine 9

Your reception team – the face of the dental practice

The front desk team at your dental practice are equally as (if not, more so) important as your clinical team. They are the first touch-point that

patients have with the practice and as such play a vital role in developing, nurturing and maintaining excellent relationships with your patients.

The importance of the phoneFirst and foremost - answer the

phone! You could be missing out on signing up a new patient to the practice. Ideally you should have at least two members of the team on the front desk at any one time to ensure that the phone is answered and patients physically at the desk aren’t kept waiting.

Hearing a ringing, non-answered phone raises people’s stress levels – not just those who work there but patients/visitors too. You want to create a calm welcoming environment for patients, not heighten their potential feelings of stress. And as for those ringing the practice, if you are unable to answer the phone within a few rings, ensure an answering service kicks in so as not to lose the call (and if it does go to an answering machine, regularly check it and call the patients back).

Not just what you do but the way that you do it

Ensure that your front desk team are appropriately trained on dealing with patients on the phone. Some people are completely unaware of how they come across on the phone and may not realise that their telephone manner leaves a lot to be desired! A bright, positive, friendly voice is how patients want to be greeted, not by a voice who makes patients feel as though they are an inconvenience.

Use names = create a connection

“ABC Dental, Liz speaking, how may I help you?” – using your name when answering the phone ensures you are instantly creating a connection with the other person by humanising yourself. By asking the caller their name and using it during the conversation, you’re acknowledging them as an individual and instantly making them feel more valued.

Dealing with new enquiriesDo your reception team know the

value of a potential new patient? In terms of life-time value, it is likely to be in region of £5000, not accounting for the potential earnings gained from any referrals generated. It is so important that staff truly feel part of a collective effort responsible for the success of the practice.

An effective processUsing prompt sheets which

follow a clear, set process ensures consistency is maintained each and every time. For example, prompting team members to ask how the caller heard about you, and promoting the benefits of the dental plan could easily get forgotten in a conversation without a clear ‘new patient enquiry’ prompt sheet.

See our previous blog http://www.ident.co.uk/blog/dealing-with-new-patient-enquiries

For larger practices, ideally there should be designated personnel dealing with new patients versus existing patients.

Serving patientsIt may sound obvious but ensure

that there is a clear service culture at the practice. This must be part of the ethos and felt throughout the practice – patients are literally the lifeblood for everyone there. Staff can get stuck in a rut with the ‘daily grind’ and forget how important each and every patient is to the practice.

• Listen to what the patient wants/needs- how can you help them?

• Relay what had been understood to be sure you’ve understood the patient correctly

• Be benefits focused when describing treatments not merely list features

• Be a dental plan advocate • Don’t be shy about mentioning

your fees• Be clear on what will happen

next• How can you make the patient

feel valued? What added extras can you provide?

It may sound

obvious but ensure

that there is a clear

service culture at

the practice.


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You must do CPD regu-larly,at least 10 hours every 2 years

Keep a CPD Record

This must include:1. Your personal development plan (PDP)2. Your log of CPD activity completed3. Documentary evidence (e.g. certificate) from the CPD provider for all activity com-pletedIt should also include an element of reflection

Each CPD activity must have at least one of the GDC’s development outcomes

Make your an-nual statement

You will be declaring:1. The number of CPD hours you have done in that year2. That you have kept a CPD record3. That the activity you have done is relevant to your practice as a professional

You can log onto eGDC at any time to make your statement for each year

Record Ensure your evidence

matches the verifiable CPD you are declaring each year

Complete your annual statement Complete your end of

cycle statement

Plan Think about your field

of practice Identify your learning needs Link to the GDC’s

development outcomes Design your PDP

Reflect Review activity Reflect on impact on

your daily practice and patients

Make a record of your reflection

Adjust your PDP as needed

Do Complete your CPD activ-ity Collect evidence from

each activity Meet your hours

requirement Adjust your PDP as

needed throughout your cycle.

How do I meet the standards?

The GDC suggests a four stage cycle which is Plan, Do, Reflect, Record

The first stage, the plan, is to identify your own CPD needs for your cycle. Once complete this will be your Personal Development Plan (PDP). Your PDP must be realistic, worthwhile and appropriate to your field of practice.

The second stage is to identify and carry out your CPD activity. You must be prepared to adjust your focus and choice of activity during this stage depending on progress and outcomes.

You must then reflect on whether your activity so far provides the benefits required to keep your PDP on track and again adjust accordingly.

You must record your CPD activity in full, linking development outcomes to the processes carried out. You must also submit a record of your activity annually to the GDC. You can update your position at any time on eGDC.

Enhanced CPD what do we need to do?Iain McIntyre, ICP’s training coordinator, talks us through a summary of what the new GDC enhanced CPD means for you.

So far, so good but what has changed? Clearly the minimum number of hours of CPD has increased, as per the table above. Some of the

terminology has changed, for example, ‘learning outcomes’ have now become ‘development outcomes’. Personal Development Plans, whilst nothing

in order to

remain up to

speed it would be

wise to routinely

visit the live list

of recommended

topics on the

GDC website.


new in themselves, have now become a compulsory part of the framework. In short, it’s very likely that this is pretty much what you have been doing anyway but, and it’s an important but, we must now all be careful to follow the GDC’s Enhanced CPD Guidance.

So, what can be included? We now record verifiable CPD but no longer keep a list of non-verifiable hours. We can include formal training courses, whether hands-on or otherwise, clinical audit and e-learning activity. Providers of such activities must follow the Enhanced CPD Guidance for Providers available from the GDC. Dental professionals should make themselves aware of the content of this guidance so that they can judge for themselves

whether the CPD provided is suitable for their PDP. The GDC does recommend certain CPD topics to include in the cycle for professionals but these are constantly reviewed and in order to remain up to speed it would be wise to routinely visit the live list of recommended topics on the GDC website.

The Personal Development PlanIt is now compulsory in order to maintain your registration that you make a plan, log your CPD activity and retain evidence of the same. Keeping a record of activity and retaining certificates is nothing new, however the plan, your PDP, is now mandatory for the first time. In order to satisfy GDC requirements you must include the CPD which you intend to undertake, which must be relevant

to your field of practice, the anticipated development outcomes from each activity and the timeframes which you allow for the cycle. There is no set way to do this. You may find it useful to work with colleagues in developing your PDP and you may also find it valuable to review in discussion with your peers. It would be wise to revisit and adjust if necessary your PDP at least annually. A template for a PDP can be found on the GDC website.


Fife Dental Care socialMembers of FDC gathered together on 13th January...

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For the fourth successive year, over 30 Fife Dental Care dentists along with their partners attended the annual social night away in St Andrews.

This excellent event was organised again by one of the board of Directors of FDC , Dr Stuart Farmer.

The attendees checked into the old course hotel,St Andrews. Some naturally made use of the newly refurbished spa and pool.

In the evening, the guests were shuttled down to Forgans clubhouse restaurant of the R and A (Royal & Ancient), situated at the side of the 18th green of the old course.

The evening commenced with a champagne reception and the guests were welcomed by Dr Farmer. A delicious three course meal followed with a few

glasses of well chosen wines.After dinner, everyone retired to the road

hole bar in the old course hotel, where the networking went on well into the wee hours of the morning.

This event has always been held in January, always in St Andrews and feedback has always been excellent. Well done and thanks to Stuart for another very successful evening.

I would like to encourage any FDC members who have never attended this event to give it a try next year.

And lastly, 2019 represents a very special year for Fife Dental Care. It will be the 20th anniversary of FDC in May 2019. The FDC board will inform members of any upcoming special events and celebrations.

Jim MillarSecretary Fife Dental Care.

(left to right) Stuart Farmer, John O’Neill and Jim Millar.


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Despite decades of progress towards male and female equality in the economy and society, in

working life the difference in pay and prospects between genders remains significant. Research shows that male managers are 40% more likely to be promoted than women. According to McKinsey & Company, only 16% of the members of executive teams in the United States are women and in the UK, the figure stands at just 12%.

The CMI refers to the lack of women in management roles as ‘the missing middle’. In its own research – Blueprint for Balance – it showed that women occupy just 34% of the 3.3 million management roles in the UK. There is a greater proportion of women than men in junior roles (73%) but this falls to just 43% by middle management levels. Of course, this has an impact on salaries too. In April 2018, organisations in the UK with more than 250 employees were required to report their mean gender pay gap, and the average was 26.8%.

As the world’s largest manufacturer of professional dental products and technologies, Dentsply Sirona realised that it needed to be a leader in promoting gender diversity within its workforce in order to maintain its success. Here’s how they did it. 1. They recognised the impact of gender equality on income:Dentsply Sirona recognised

Five steps to create gender equality in the workplace Guest bloggers Laurie Reader and Darren Bayley CMgr FCMI report on how a leading dentistry organisation set out to support the career progression of women at work

that there is a compelling case for gender diversity within the company and the economy as a whole.

Companies that rank in the top quartile for gender diversity are 15% more likely to outperform companies in the bottom quartile. Research in the UK has shown that improvements in gender diversity at the highest levels of an organisation also have the greatest impact on earnings before interest and taxes (EBIT) where every 10% increase in gender diversity resulted in a 3.5 per cent rise in EBIT.

Research from Credit Suisse has shown an 18% return-on-investment premium for gender-diverse leadership teams. And, increasing diversity has the potential to add $12trn annually to global GDP by 2025.

2. They set out their aims – and ran a pilot scheme for gender equality:Initiated in 2015, Dentsply Sirona ran a pilot programme to establish a network for women within the organisation and to provide a forum to discuss the biggest challenges women face in the workplace.

Maureen MacInnis, SVP, chief human resources officer and communications, began the scheme with 10 women from Dentsply Sirona’s global headquarters in York, Pennysylvania, USA.

As a result of the positive feedback and success of this pilot, it was expanded in 2016 and became known as the Women

The programme

helps women to

become more

effective leaders

through networking,

mentoring, training,

individual goal

planning


Inspired Network (WIN), an initiative focused on career development for high potential females with the capability to grow into bigger roles within the organisation.

The programme helps women to become more effective leaders through networking, mentoring, training, individual goal planning and group projects based on real Dentsply Sirona business opportunities. It also provides opportunities to interact and engage with the company’s executive and senior team.

3. They collaborated:The most recent group of participants, who commenced upon their WIN journey in 2017, included 32 women from 16 different countries. They embarked on the 12-month programme by attending a four-day event in Dallas, Texas, run by the global leadership development company Linkage and Linkage’s annual Women in Leadership Institute. The event brought together roughly 800 participants from other companies representing a wide variety of job functions, backgrounds and industries. Talks from well-known keynote

speakers focused on topics such as being self-aware, connected, influential, and bold.

Despite coming from many different backgrounds, participants shared similar experiences from their companies all over the world and were able to encourage each other and build a sense of confidence. Diane Wales, regional sales manager for the UK, shared, “Being nominated to take part in WIN was such an honour. I felt like the company truly believed in my potential and was committed to developing me as a people manager. For me, the best thing I have learned is how to be an


inspiring leader whilst still being completely true to myself.”

4. They created a network: Over the course of the 12-month programme, participants are able to discuss their insights with each other and hear what Dentsply Sirona’s business leaders have learned during the course of their own leadership journeys. The women also undertake projects in small teams to provide recommendations on a real Dentsply Sirona business opportunity. In this way, they are expanding their learning outside their normal area of responsibility and are having a direct impact on the business.

Alumnae of WIN remain involved as mentors, presenters and teachers, creating a positive feedback loop and compounding the value and sustainability of the programme, year after year.

Petra Roehrig, director of sales for China, Korea, Japan, South East Asia and 2016 WIN programme participant noted that: “The programme helped me network, while also understanding the strategies and approaches of other business units.”

Pam Marklew was also a participant in the WIN programme in 2016. After completing the programme, she was promoted from marketing director and platform lead of irrigation & obturation, to VP of clinical affairs for the endodontics strategic business unit. Pam notes: “The regular webinars and follow-up

meetings with my fellow WIN participants helped me practise my newly acquired skills so that they became second nature.”

5. They encouraged a long-term learning culture: Training the next generation of leaders is imperative to securing the future of any organisation. With that in mind, Dentsply Sirona offers a number of leadership and development initiatives in addition to the Women Inspired Network. One of the larger company-wide initiatives is the Dentsply Sirona University, which offers a blend of classroom and online training in the areas of commercial excellence, operations excellence, and leadership excellence. By focusing on development within these areas, employees gain valuable tools and feedback to accelerate professional growth aligned with the needs of the company. International assignments and projects with other business units also help employees to broaden their understanding of different markets, and future-proof their success.

Laurie Reader is VP of global talent management at Dentsply Sirona. Darren Bayley CMgr FCMI is VP of marketing for endodontics at Dentsply Sirona. The CMI has its own network dedicated to the professional development of female managers: visit CMI Women website for more information.

1. CMI Women. http://www.managers.org.uk/CMI-Women/Diverse-Leaders2. Hunt, Vivian, et al. “Why Diversity Matters.” McKinsey & Company, Jan. 2015, www.mckinsey.com/business-functions/organization/our-insights/why-diversity-matters.3. Ibid.4. Credit Suisse, The GS Gender 3000 (2014 and 2016) - https://publications.credit-suisse.com/tasks/render/file/index.cfm?fileid=8128F3C0-99BC-22E6-838E2A5B1E4366DF.5. McKinsey Global Institute, The Power of Parity: How Advancing Women’s Equality Can Add $12 Trillion To Global Growth (2015) https://www.mckinsey.com/global-themes/employment-and-growth/how-advancing-womens-equality-can-add-12-trillion-to-global-growth.

First published by the Chartered Management Institute, the professional body for management and leadership


on the anatomy of a good dental practice website here http://www.ident.co.uk/blog/the-anatomy-of-a-good-dental-practice-websiteAllow space to let the information ‘breathe’ – layout is key to enable the reader to process the information, for it to feel calm rather than overwhelming and for it be visually appealing.

Imagery

Pictures can literally speak a thousand words but make sure they’re saying something positive! Patients want to be enticed and motivated by images of how confident they will feel after, how this treatment can improve their quality of life – they do not want to be terrified by images of retracted before shots showing blood!

What information to provide

What the treatment is - explain in layman’s terms what the treatment can rectify and the results it can achieve Think of the patient’s perspective and write for them, not for dental professionals How the treatment is carried out – explain what it involved, who will carry out the procedure, how many appointments it may require, if there is any recovery time and so forth Be open about treatment effectiveness and any possible risks or side effects Provide the estimated costs and details of any finance you may offer

How to present it

Ensure that your website is aesthetically pleasing – check out our previous blog

Social proof

On your treatment pages, make use of any relevant, positive reviews or testimonials or perhaps showcase a case study – all of these elements will help the patient with their purchase decision.

Don’t forget

Don’t forget to add ‘call to actions’ on each treatment page – this is signposting the patient to what/where to go to next – for example, give us a call or make an enquiry.

Talking about treatments on your dental websitePatients will want your website to provide them with the answers to all of the questions that they may have in order to help them decide whether or not to go-ahead with a treatment, particularly the more involved procedures. You may well have discussed everything with the patient during an appointment but the chances are it went in one ear and out the other!

Having all of the information on your website in an easy to digest format will enable your patients to read through it in their own time, in the comfort of their own home when they are receptive to it, away from what they may feel is pressure to make a decision.

In October 2017, after several months spent redeveloping the old Crown Hotel on Aberfeldy’s Bank Street, Anderson Dentistry relocated from a Victorian villa, hidden behind tall hedges on a

quiet street, to the town centre. We were excited at the prospect

of working in our brand-new facility but were unsure whether our central location would work for or against us. We were nervous about leaving premises which, although tired and unable to accommodate the changes we had in mind, had offered dental services for over 50 years.

Seven months later, we are thrilled to say that business has never been better.

Although we knew our main street location would bring new life to an old building in town, we did not anticipate quite the impact this would have on our local community. With so many small towns struggling to keep their main streets vibrant, our community feel that it has helped elevate the face of the town.

As Ross and I are planning to spend the next fifteen years working here, we decided that our practice had to be an environment that we would love working in and be the sort of practice we would want to attend as patients. We chose local people to help us create a unique space: Colin Smith, architect, helped make our vision of curved walls and open space a reality.

Martin Reilly, stonemason, hand-carved a stone sign above our premises to let people know that we are happy to put our name to the work that we do in caring for their mouths and that we are here for the long haul. Lindsay Turk, artist, created a new logo for us with a local identity (Schiehallion) and a welcome mural in our reception as well as oil paintings for our waiting area walls. Jon Plunkett, print maker, developed a unique hand-printed practice brochure letting patients know why we do what we do, rather than what we do.

The overall result has been even better than expected.

As a result, we have seen a marked rise in the number of new patients coming through the door – newcomers to the town as well as people who have lived in the town for years. This is reflected in

the growth of our Highland Dental Plan numbers - patients want to access great dental care, in a beautiful environment and are delighted to be able to budget for it with Highland Dental Plan.

With access to NHS care readily available in nearby practices, we felt able to limit our provision of NHS care. This has freed up space in the diary to take on new ICP patients and for our existing patients to access quicker and more flexible appointment times. The change has been incredibly positive for everyone in the practice.

Our relocation to bigger premises has allowed the inclusion of a non-clinical Treatment Consultation Room where patients can discuss their treatment plans in a gentle environment.

As implant placement is now a routine part of our patient care, the increased space in our new premises has allowed the inclusion of a Sirona Galileos Cone Beam CT scanner which has hugely facilitated the growth of Ross’ implant clinic. This latest acquisition completes our Sirona digital suite. In combination with our Cerec Omnicam and milling unit we now have a full in-house digital workflow for implant dentistry. This allows us to control every aspect of the implant journey: from digital planning and guided surgery, to final restoration placement. Our patients are really appreciating the convenience of having this technology in Aberfeldy. It negates

PRACTICE PROFILE

Anderson Dentistry: combining

artisanal & digital

skillsAnderson Dentistry took the big decision to relocate to a renovated building in

Aberfeldy’s High Street. We asked Morag Anderson to describe how her and husband, Ross, have managed the move and the effect it’s had on their business.


the need to travel far to access this key diagnostic tool.

Our new Sirona CBCT scanner has low dose settings, allowing a small field of view, which provides a versatile tool for many aspects of restorative dentistry e.g. endodontic assessment.

We are delighted to be receiving referrals from practices far and wide for CBCT scans. We are happy to provide solo scans for surgical, implant or endodontic diagnostics or implant scans with a full scan report, if required.

As our Implant Clinic grows so, too, does Ross’s involvement with the International Team for Implantology (ITI). As well a running the Edinburgh Study Club, he is now the Northern Regional Director (UK) and is working towards his fellowship within the IT.

If you would like to refer to us for scans, or any aspect of implant dentistry, then please get in touch. Or, better still, come along and say hello.

To further compliment our team at Anderson Dentistry, we are delighted to welcome our new hygienist Jennifer White who is relocating to Highland Perthshire from Glasgow. Jennifer has been the lead hygienist at Philip Friel Advanced Dentistry in Glasgow for many years and has decided to eschew city life for the pull of the Highlands. She brings with her a wealth of implant knowledge and experience to meet the growing demand within our practice.

This exciting news comes as the result of a loss though, as our fabulous hygienist of over 10 years, Fiona Perry, is departing for a six-month exploration of South America with her husband and daughter. Fiona will be greatly missed by all.

We chose local people

to help us create a

unique space

Anderson Dentistry’s fresh, new reception

Local stonemason, Martin Relly, at work

Ross and Morag Anderson


You may be entitled

to sickness benefits

for a period of time

but these might not

cover the full length

of your illness

Few people question the value of insuring their car or home but too often we neglect to protect our biggest asset - our income. If you had an accident or

fell ill, would you still be able to cope with your financial commitments such as mortgage payments, loans and pension contributions for example?

You may be entitled to sickness benefits for a period of time but these might not cover the full length of your illness or give you the level of income you need to maintain your standard of living.

Here Morna Beattie, a Financial Consultant with Wesleyan, the financial services specialist for dentists, gives a four-step guide to what you should do to protect your standard of living.

1.Protect your income and your savingsWhile many dentists have a rainy-day fund, even large savings pots can run dry if you have to use them to cover your regular expenses. That’s why an income protection policy, which pays you a tax free sum each month if you are unable to do your job because of injury or ill health, should be an integral part of any financial plan right from the start of your career. It could allow you to maintain your standard of living should anything happen to you.

You may think that you don’t need income protection as you’ll receive sick pay from your employer. Your employer may have a good sick pay scheme but it’s likely that you will only receive payment for a limited period. If you work in the NHS, the maximum ill health benefit you can receive is six months full pay and six months half pay once you’ve been in service continually for five years. You should also remember that this only takes into account your NHS work and does not protect any income you might receive from private work. Locum dentists are unlikely to have any workplace benefits to fall back on.

Without an income protection policy, once your sick pay stops you may have to

Protect your incomeMorna Beattie talks about income protection and where you may be vunerable if you do not have the correct cover.

draw upon any savings you might have or, if eligible, rely on state support. The Employment and Support Allowance currently pays out a maximum of £110.75 a week, which is likely to be some way short of your regular income and your spending needs. The average weekly household spend in the UK is £554.20* and as higher earning professionals, dentists are likely to spend more than this.

Income protection policies are generally based on your full earnings and will pay you a regular tax-free income, typically up to 50% of your pre-incapacity level. Most policies pay out until you are well enough to return to work, are no longer suffering from a loss of earnings (such as if you start receiving your pension), you reach the maximum age for your policy, or you die.

2.Find the right policy for your needsWith competing policies offering different levels of cover and types of premiums, it can be tricky to know what to look out for. Before you purchase an income protection policy it is important to consider the benefit term and how long it will pay out for, the type of premium – be it guaranteed or renewable – and whether it covers you for ‘own occupation’. Watch out for anything with an ‘any suited occupation’ definition, as it often means you won’t get a pay out if you could do other types of work based on your knowledge and experience.

Some policies like the Wesleyan Personal Income Protection Plan, will include career break options so that you can reduce or suspend your cover if you need to put your career on hold while you’re on maternity/paternity leave or if you want to take a sabbatical for example. Our plan could also cover you even if you have a fall or injury outside of the UK.

And once you’ve got your policy in place, make sure you review it regularly. Your circumstances change and so the level of cover you require will fluctuate too. For example, if you’re working in the NHS your ill health retirement pension will grow alongside your length of

service, which might reduce the level of cover you’ll need to pay for.

3. Consider additional protectionThere are other policies available to help protect yourself further in the event of illness. Critical illness cover will pay out a tax free lump sum if you are diagnosed with one of a list of predefined health conditions. This could provide a lifeline to help you pay off your mortgage for example or make adaptations to your house if you are no longer able to


get around easily. If the worst was to happen, life insurance cover would pay out a lump sum and/or provide regular payments to your family in the event of your death.

As a practice owner you might want to consider a policy that will provide a monthly income to your practice if you are unable to work through injury or illness. You can use the income to cover either the ongoing fixed costs of your practice or to pay a locum to temporarily fill the gap. And if you’re an associate check your contract to see if you have to pay for a locum if you are off sick.

4.Get financial adviceArranging insurance can be a complex and time-consuming task. If you need support or have any financial queries, speaking to an expert can help alleviate some of the external pressures and allow you to concentrate on what matters most. Wesleyan provides specialist financial advice and services to dentists.

If you’d like to speak with Morna Beattie about any aspect of your financial planning, please call 07769640580 or email [email protected]

The above information does not constitute financial advice. For further information, please speak to your financial adviser.

Some fact and stats about sickness in the UK 25.7 million working days were lost due to a work related illness in 2016/17 (Heath and Safety Executive) 12.5 million working days were lost due to stress, depression and anxiety related illnesses (as above) 25,000 people of working age suffer a stroke each year (Stroke Association 2017) 175,000 people of working age are diagnosed with cancer each year (Cancer Research UK 2016)

Some facts and stats about Wesleyan’s Personal Income Protection Claims 98% of all personal income protection claims were paid out by Wesleyan in 2017 compared to an industry average of 85%** This equated to £25.7m Mental health was the most common

reason for claims in 2016 for both men and women. Wesleyan’s Personal Income Protection Plan has been awarded a 5 Star Rating by independent financial research agency Defaqto. This means the Plan is rated as an “excellent product with a comprehensive range of features and benefits”.

*Office for National Statistics: 2017 figure** Association of British Insurers 2016

Morna BeattieAs you may be aware, Wesleyan specialise in providing tailored personal and commercial advice to dental professionals throughout their career and into retirement.

I have over 16 years’ experience working with dentists at all stages, from VDP to retirement. I cover the East of Scotland and enjoy meeting up with clients old and new offering our course of treatment for your finances from buying your first home to planning retirement

Please get in touch with me for more information 07769640580


Online media platforms are popular methods of professional and per-sonal interaction and include social media sites such as Facebook,

Instagram, Snapchat and Twitter, net-working sites such as LinkedIn, internet-based forums specifically for dentists such as GDPUK, Dentinal Tubules and Dental Circle, blogs, and practice or professional websites considering that many associates have their own. Practice websites are intended to be public-facing and are significantly less dynamic than the dental professional online forums, some of which have thousands of mem-bers and a considerable number of posts each day. The GDC deal with their stand-ards for marketing and websites in their Guidance on Advertising, therefore, this article will focus on the issues surround-ing the use of social or ‘online’ media.

A recurring point of discussion is whether a social media profile is personal or public, and why the GDC feels entitled to have any interest on the matter. The GDC’s overarching remit is to maintain public trust and confidence in the profession and declare and uphold proper professional standards. This is arguably balanced with an individuals’ human rights, specifically the rights to privacy, and to be allowed to hold unpopular opinions. However, that a social media profile is in the public domain means that consequently they are therefore part of a public image. This is irrespective of how much personal information is locked down or classed as unidentifiable. Having a Facebook profile picture of being obviously worse-for-wear and pole-dancing naked may not give out the best impression to the general public or show a dental registrant observing an appropriate standard of professional behaviour duly expected from a practising dental professional.

The GDC is clearly conscious of the potential perils that may occur in the use of online media, as they have drafted guidance specifically on the matter. The standards that apply to the use of social media encompass protection of patients,

Online Media

A recurring point of discussion is whether a social media profile is personal or public, and why the GDC feels entitled to have any interest on the matter

behaviour towards colleagues, and expectations of an individual registrants’ behaviour. The relevant principles and standards are:

Principle 4: Maintain and protect patients’ information

4.2.3 You must not post any information or comments about patients on social networking or blogging sites. If you use professional social media to discuss anonymised cases for the purpose of discussing best practice you must be careful that the patient or patients cannot be identified.

Principle 6: Work with colleagues in a way that is in patients’ best interests

6.1.2: You must treat colleagues fairly and with respect, in all situations and all forms of interaction and communication. You must not bully, harass, or unfairly discriminate against them.

Principle 9: Make sure your personal behaviour maintains patients’ confidence in you and the dental profession

9.1.3: You should not publish anything that could affect patients’ and the public’s confidence in you, or the dental profession, in any public media, unless this is done as part of raising a concern. Public media includes social networking sites, blogs and other social media. In particular, you must not make personal, inaccurate or derogatory comments about patients or colleagues.

It is extremely simple and quick for anyone to take screenshots on smart phones and computers and distribute them wherever they feel inclined to do so. The reason that this has been done, or who may have done this and their motives for doing so may never be clear. Where that screenshot may end up, whether it be at the GDC out of genuine concern/malice/spite/retribution (delete as necessary), or in some silly meme production on the other side of the world is another concern. For this reason alone: if you are posting photos of patients on any form of online media you must make sure that the patient is

unidentifiable, the image filename is anonymised, and that you have explicit written signed consent from that patient for their photos to be uploaded to the internet to a social media forum. Having said that, to my knowledge there has not yet been a hearing relating to a patient complaint over breach of confidence but that may change with the heightened awareness of privacy that is coming with GDPR.

Complaints to the GDC have occurred involving comments or material posted on online media. Those that have resulted in hearings have originated from complaints from both members of the public and from other registrants. Therefore, it is not the case that comments posted on closed dental groups will be ignored by the GDC in the event that they receive a complaint as simply a business dispute or professional fall out. Hearing charges usually include one or more of the following stems, that the conduct was: Offensive/racially offensive; Racially motivated; Discriminatory; Unprofessional; Inappropriate.

As a rule, it seems that a single episode of inappropriate public comment(s) will lead to a reprimand. This will be visible on the public record for 12 months, even if the comment(s) were posted several years before. Registrants have also received letters from the GDC warning about their conduct on online


Victoria qualified in 1999 from Sheffield University and has worked in general dental practice ever since. She has been practising at The Briars Dental Centre in Newbury since 2007. Since graduating she has been awarded the MFGDP(UK), Diploma in Implant Dentistry and the Fellowship of the Faculty of General Dental Practitioners from the Royal College of Surgeons of England, and more recently an LLM in Medical Law from Northumbria University. She has experience as an expert witness in both clinical negligence and Fitness to Practise cases.

With her clinical background and legal experience Victoria is ideally placed to advise on dental queries and concerns.

Non-discretionary dental indemnity

coverOur cover includes

• £10m malpractice & legal expenses • General dentistry, sedation, botox/filler &

implant placement cover at no extra cost

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t: 07577486909 w: www.taylordefenceservices.co.uk

media where there has been use of inappropriate language, reminding them about the standards expected. To avoid attracting unwanted attention from the regulator I would suggest veering away from conversations about religion and politics given their tendencies to become heated quickly, and removing oneself from any groups that are negative or contain inappropriate content.

In a recent case where the charges related to alleged racist comments posted online, the registrant tried to show that they were of good character by submitting references at the outset of the hearing. The application was rejected. Counsel for the GDC made it clear that the case was not about whether the individual registrant was ‘unprofessional, discriminatory or racist’, but whether the conduct as alleged in the charges was ‘unprofessional, and/or discriminatory and/or racially offensive’. This is an extremely important point to finish on, as you can spend as much time as you want being an upstanding citizen, but one rant of inflammatory comment could easily leave you with an avoidable negative Fitness to Practise history.

Victoria Holden BDS MFGDP(UK) DipImpDent RCS(Eng) FFGDP(UK) LLM Senior Dental Advisor Taylor Defence Services England & Wales [email protected] 07802 693 734


It is important for all businesses to monitor their financial performance, not only for cash flow purposes, but also for growth and future planning. With the advent of Cloud

Accounting, it is possible to keep track of your practice financial performance.

The convenience of a Cloud Accounting system means access to this information is available at the click of a button. Cloud Accounting provides opportunities for the accounts and management function of a business.

With the introduction of Making Tax Digital (MTD) looming, it is more important than ever that your accounting records are kept up to date. Not only will it help you meet your obligations under MTD it will ensure that you are aware

Practice Financial Performance and Making Tax DigitalRoddy Anderson from Johnston Carmichael discusses the importance of monitoring financial performance in your business.

of your tax liabilities as they arise and enable you to budget for them.

By using Cloud Accounting software, practice owners will start to benefit by having real time information instantly available for them to make decisions. This is by preparing management accounts throughout the year which in turn will provide more relevant and up to date information to take action and plan for the future.

Here are five reasons why you should consider a Cloud Accounting solution – 1. Ease of use – a number of new providers have emerged who have greatly improved the look and feel of accounting software, making accounting information accessible and understandable to not just the accountant.2. Accuracy – not only is manual processing tedious, it is also prone to errors and compliance risks. With Cloud-based Accounting, duplicated entries, fraud and other discrepancies can easily be detected because the whole process is fully automated. You also save on time that would have been spent on checking or locating errors.3. Flexibility – As the software is accessed over the internet, there is no need to install software and you can view information on a range of devices such as tablets, PCs and mobiles.4. Low cost monthly pricing – most of the software options for SMEs have monthly billing, with no long term contracts and no user number restrictions.5. Better collaboration with your advisers – we are able to view, discuss and work on the accounting information at the same time as our clients, which is ideal for areas such as pre year-end tax planning.

It is clear that performance monitoring is a vital component to a practices success and using Cloud Accounting for monitoring performance is key.

“ “

Making Tax Digital – what you need to do

Making Tax Digital (MTD) is the most fundamental change to the administration of the tax system for at least 20 years.

The essential elements for businesses are: Paper records will no longer be sufficient: It will become mandatory for almost all businesses (self-employed, partnerships and companies) to use software or a spreadsheet to keep accounting records. Paper accounting records will cease to meet requirements of tax law. Quarterly reporting: There will be a requirement to submit updates to HMRC each quarter directly from accounting software, within one month of the end of each quarter.

However, the changes are so fundamental that it will be necessary to review your current record keeping systems.

Although there is not an immediate deadline, this is a good opportunity to start thinking about moving your records and reporting online, that way you will be ready well in advance of other reporting requirements in the future.

The timing of MTD for non-VAT registered businesses have yet to be confirmed, but they will not become mandatory before April 2020.

By using Cloud

Accounting software,

practice owners will

start to benefit by

having real time

information instantly

available for them to

make decisions.


“ “

At WhiteWash Laboratories we believe that clinicians should have the ability to treat their patients based on

their individual requirements. This might sound obvious but how many UK dentists can honestly say their teeth-whitening offering is patient led?

The majority of U.K. practices still offer one whitening product for one price, this is a ‘product lead’ approach that leaves little room for consultation and will never be a successful model for meeting patients needs.

We believe in treating the individual based on a full consultation, covering budget, issues with sensitivity, gag reflex, past experience, desired result etc. Once the dentist has established the patient’s

Patient Led Teeth Whiteningwhitening strips, tray whitening gels and are soon to launch a new “in clinic” package. Whitening strips are an ideal introduction to whitening for patients who are a little nervous, have issues with gag reflex, sensitivity and of course , budget. The idea is not to replace the traditional tray whitening offered in most practices . Introducing strips can actually increase whitening sales by offering an entry level product to give more people their first experience of whitening. Once patients see the results for themselves they are more likely to invest in future treatments. Strips are also ideal for topping up after tray whitening. Whitening adhesive strips are pre loaded with 6% Hydrogen peroxide. You simply peel, apply and wear for just one hour. 14 sets , so you can wear once a day for 2 weeks in a pack . WW strips

needs they are able to pick from a full suite of products to create a bespoke treatment plan (essentially informed consent).

To anyone that knows anything about meeting and exceeding patient expectations this will be music to your ears. This is the model used in every successful industry; by treating patients as individuals you are able to sell more treatments while increasing patient satisfaction.

The WhiteWash Laboratories Professional Range offers six peroxide treatments as well as maintenance products that allow you to build bespoke treatment plans. Presenting products from a complimentary range makes explaining individual treatments, their capabilities and costs much easier.

Whitewash offer a full range from

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To arrange a visit from Julie or Alexisplease contact us on 01737 765400

PLUS many more EXCLUSIVE BRANDS

use a patented dry solution which makes the strips stick better and means they are active for longer than other strips. If you would like to try them for yourself, CTS can offer you a special offer trial price for one box of just £19.99 if you quote ICPMay2018 .

We are experts in maximising the patient experience with luxury packaging personalised with your practice logo, gift bags, marketing materials and so much more all included as standard.

Our combo price for a kit and lab work is just £54, making it one of them most competitively prices systems on the market.

Our products are unique and so is our training for practices; making the change to patient-lead teeth whitening could revolutionise your whitening sales and boost patient perception of the practice.

If you would like to hear more about our products and services and how we can help introduce patient led teeth

whitening to your team please contact the fantastic team at CTS to arrange a lunch and learn on 01737 765 400. CTS are the exclusive distributor of WhiteWash Laboratories products in Scotland.

To learn more about WhiteWash Laboratories you can visit us online or please contact our Sales Director Chris McPhillips on

m: 07951672754 e: [email protected]

by treating

patients as

individuals you are

able to sell more

treatments while

increasing patient

satisfaction


It’s a serious question. This year so far we have had:

New GDC requirements on personal development planning and verifiable CPD

Mandatory retention of at least 95% of amalgam particles for separators installed from Jan 2018 Announced phasing out of use of amalgam in certain categories IRR17 and IRMER 18 with changed requirements Registration fee payable to HSE for registration for use of X ray equipment General Data Protection Regulation starting 25th May Changed fees payable depending on your tier of data protection Changes to CQC 2018 inspection focus started in April

Now hopefully none of the above is new news to you and you have already been working as a team to make sure you have this all taped before one of the many Regulators arrives on the doorstep complete with a clip board and sharp pencil.

The times they are a-changin’ Dentistry looks quite different to how

it looked when I started working in 1978.The CQC didn’t exist, the NHS paid

for any treatment you performed, the patients were grateful and the GDC is too embarrassed to publish the annual retention fee earlier than 1999 (it was £90 then).

I don’t remember dentists being sued and didn’t know anyone who had been suspended or erased. I paid my indemnity provider a few pounds and he bought the beer. That was then and this is now!

So what now?You may have experienced these

regulatory changes first hand. You will almost certainly have seen a CQC inspection or an NHS investigation and you may have been unfortunate enough to have been on the receiving end of a GDC investigation. Hopefully you have picked up the pieces of your life now and vowed to never let it happen again.

Unfortunately, if you haven’t put a system of governance in place, it’s going to happen again!

The CQC have refocussed how they inspect dental practices and use intelligence gathering.

The NHS closely monitors your contract activity using an intelligent system.

The GDC increasingly gathers intelligence from other Regulators, complainants and litigators knowing that we face suspension ahead of the Case even being heard. We can’t even be sure that our indemnity provider will always stand by our side.

In the last few years I have worked with approaching 900 practices in England and together we have produced a simple system to ensure you and your team can always stay ahead of the Regulators.

This means that you can know today whether you are at risk when you have a CQC inspection, can ensure that you have everything up to date without spending £thousands or many hours unproductively and you can be building an even better, more productive, happier and more valuable practice.

The RP4 system was set up to provide a simple 1-2-3 step process to always manage CQC. Today it assists also with GDC, GDPR, managing costs

and improving income flow. We also support individuals 7 days a week, even if that is just wanting a sympathetic and experienced ear.

How can you progress?1. Measure where you are right now (RP4 provides the 2018 Virtual Inspector)2. Think about where you want to be in a years’ time.3. Think about what improvements can be made in your practice.4. Think about who is going to lead on this and who is in the team.5. Think about what resources you need to get there.6. Look at what alternatives there are.

Take a look at https://www.rightpath4.com

RP4 Blueprint normally costs £59.95 (incl VAT) monthly for 24/7 access and advice. There’s no contract tie in either. If you are fortunate enough to be a member of ICP, you can also enjoy membership of RP4 at a 25% discount which equates to just £48 per month, be our guest!

I don’t remember

dentists being sued

and didn’t know

anyone who had

been suspended or

erased..

Do you have time to do any dentistry?


Keith Hayes graduated with BDS 1st Hons from London Hospital Medical College in 1977. He worked in a partnership within a large well-established practice for 25 years and then went on to found a successful private practice from his home. Keith was the Programme Secretary at the West Kent BDA for several years. Always involved in education, he taught Oral Medicine at the Royal London Hospital and also toured internationally (New Zealand, Australia, Japan, Caribbean and throughout UK) presenting on a variety of subjects. In 2001 he completed the Certificate Course in Restorative Dentistry at the Eastman Hospital.He has held several Clinical Directorships and now as an independent advisor on compliance and regulation, he still finds time to take a hands-on approach to individual practices needing help or

advice and has made 200 such visits over the last 2 years. He has written on various subjects, most recently on dental regulation in the Dentists Survival Guide and Dental Masters series by Stephen Hudson. Since 2008 he has contributed to GDPUK (an online discussion forum) more than 7000 times in answering questions from colleagues regarding CQC compliance and is often described as ‘Mr CQC.’ He worked as an ad hoc adviser to the CQC and contributed to Regulatory Development as well as performing numerous CQC inspection visits. The RightPath4 system of governance is currently being used successfully by over 800 practices throughout England. He has provided many presentations to dental professional groups, talking on the subject of ‘Helping People with their Regulatory Engagement.’

From 2016- present, Keith has been appointed Clinical Supervisor and GDC Reporter and regularly provides assistance to those dentists who are practising under GDC Conditions or have accepted GDC voluntary undertakings.

He is actively working with others to establish a Dental Samaritan help line to assist colleagues when they need it most.

Keith Hayes


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