BSBCUS301: Bright White Smiles is a well-established Dental Practice located in the CBD It currently employs a Practice Manager: Deliver and Monitor a Service to Customers Case Study, VU, Australia

Bright White Smiles is a well-established Dental Practice located in the CBD.  It currently employs a Practice Manager, two junior receptionists, 1 senior receptionist, a clinical coordinator, six dentists, three allied dental personnel including two hygienists and one oral health therapist, six senior full-time dental assistants 2 junior dental assistants, and one sterilization assistant.

You are the clinical coordinator and you look after the reception staff and dental assistants.  Critically, Bright White Smiles continues to receive an increasing number of complaints.

The staff at reception are young and inexperienced.  Recently, a couple of face-to-face and phone complaints have been made by particularly irate patients at times when more senior staff members were unavailable to help the reception staff.  The complaints rattled the young staff members, and one team member ended up crying.

Based on your knowledge in customer care, and to enhance the customer service delivery you plan to develop a customer survey. This will identify areas for improvement and enhance the level of customer service within the dental practice.