A Practice Managers Perspective

The eyes, ears and brains of the business

Lamia MurrayPractice Manager

What is practice management?

Practice management is much more than sitting behind a desk and doing paperwork all day. Ultimately you are the eyes, ears and brains of the business. It’s a role that demands a direct approach to ensure that our patients receive outstanding care. You are responsible for the day-to-day running of the practice, ensuring you are meeting the business needs in the best interest of both the patients and your members of staff.

What career pathway did I take?

I began my dental career back in 2017 as an apprentice dental nurse at a fully private practice in Leicester, gaining experience in oral surgery and implant dentistry. I then went on to broaden my skillset at a busy mixed NHS and private practice not far from Leicester city centre, where I qualified as a dental nurse. I also took on extra duties with reception and helping the owners and my manager develop their second dental practice, which opened in 2021. After four years with this practice, I decided it was time to spread my wings.

In 2022, I became a dental treatment coordinator at an orthodontic practice in Nottingham city centre. During this role I took patients along an enhanced smile journey, making sure that they were looked after and satisfied at all times but also being their first point of call. After working with this practice for over a year, I decided to progress even further by becoming a dental practice manager. Shortly after starting my role, I was faced with the immediate battle of CQC inspections, gaining acceptance from the staff and finding ways of developing the practice.

Five tips for aspiring practice managers

Stay humble

Be approachable

Be understanding

Develop your ability to multitask

Find strategies to manage and balance
stress.

What inspired me to become a practice manager?

I wanted to become a practice manager because I knew I could help people. I enjoy nothing more than helping to coach other people to boost their skillsets, helping them to become the best versions of themselves and even better dental care professionals. I have always considered myself to be a leader who is very supportive and empathetic with other people. My inspiration came from training up trainee dental nurses and new dental receptionists, ensuring they became the very best they could be at their jobs. I have also had the privilege of helping my previous workplaces with their compliance. I am extremely passionate about driving my practice to places it has never been to before. For example, boosting private sales, hosting open days and being open to different and new technology.

What helped me when first starting out?

Having already held most roles within the practice, I was able to relate to my staff well. I understood their challenges and could empathise because I had been in their shoes. This made it easy for my staff to approach me with absolutely anything. Having clinical knowledge massively helps when dealing with issues or queries within the practice and when developing my team. Another thing that helped when me when I first started out was having self-belief and confidence. I always tell myself that it is okay to make mistakes along the way as this makes us better people and gives us room to improve and learn. This mindset is essential for growing into an even better practice manager. It’s also important to go into the role with an open mind and be accepting of what comes your way. When tackling tricky situations or dealing with conflict, I implemented techniques that I had seen from my previous managers that I could adapt with my own twist.