…a conversation with Nancy Smith, Practice Manager
We’re shining the spotlight on Nancy Smith, Practice Manager with Highlands Dental Centre, who tells us why coming to work is a pleasure and describes how rewarding a great patient relationship can be.
Tell me what it’s like, working at Highland Dental Centre?
I’ve been with the practice for two and a half years and I love it. For me, the people here make the difference. Our team is amazing – and so are our patients! It makes coming to work a pleasure.
How has COVID-19 impacted you?
I feel there are times when Covid has threatened to overwhelm people – all people. There have been a lot of adjustments that we have all had to make. For some, it’s been the pressures of supporting children with virtual school. There’s also been the social deprivation, i.e not being able to see friends and family in times of hardship or celebration. Being apart from loved ones during times of loss or during important milestones – I’ve personally found that to be difficult. In my role I hope I've shown compassion and done my best to make sure each member of my team felt supported while they navigated their lives outside of work.
What are some of the ways you have been coping, personally and as a practice, during the pandemic?
Personally, I've made a deliberate effort to keep busy, choosing to focus on what we can still do rather than on what we can’t. From the practice perspective, we recognize that attitude makes a big difference, so we focus on staying positive, and being confident in our compliance measures so patients feel comfortable coming to see us and know that they are safe.
What does a great patient experience mean to you?
To me, a great patient experience is one where they feel motivated to refer others to our practice, and part of that is ensuring they feel safe and well-cared for. If you do that well, it will keep them coming back. Recently, we had a patient call to tell us that three generations of her family (herself, her daughter and now her granddaughter) love our clinic. She has been coming here for 30+ years and tells anyone who’ll listen to do the same. Hearing stories like this is incredibly rewarding for our whole team.
What’s next for you in your career?
Learning - always learning. This Fall I'll be looking to take a course or train in something new to enhance my role as Practice Manager. I feel fortunate to have access to a vast amount of continuous education, information, and learning opportunities with DC Institute and dentalcorp.
What advice do you have for dental professionals starting their careers?
No matter what your role, work with the whole team. Everyone has a unique perspective and experience that you can benefit from. Collaborate, learn from each other, and take time to build relationships with patients.
Anything else you’d like to add?
Thank you for the opportunity to share in dentalcorp's 10th anniversary! It’s an exciting milestone and I’m happy to be part of this growing organization.