A study exploring the health and wellbeing of dental practice managers and receptionists found that one in four (40.8%) were experiencing emotional exhaustion.
More than one quarter (27%) were considered to be exhibiting the symptoms of depression. A further 28% said they were suffering from depersonalisation – a feeling of disconnection from their bodies and feelings.
Around one third (32%) of the administrators reported a low sense of personal accomplishment, defined as feelings of competence and achievement at work. Roughly 8% were displaying signs of burnout.
One in four (25%) of the practice managers and receptionists were found to have above normal levels of post-traumatic stress. The study said this is possibly due to ‘residual trauma from the pandemic and the subsequent impact on dental provision’.
An administrator from Northern Ireland emphasised the continued impact of the COVID-19 pandemic. They said: ‘The backlog still from COVID means lists aren’t being cleared and patients take out their anger over lack of appointments on the reception staff.’
Another respondent said: ‘Patient numbers and demand are much higher than dentists are now able to cope with and it’s affecting all levels of staff from reception to surgery.’
A receptionist/practice manager from Scotland felt that the level of pressure was unsustainable. They said: ‘I am totally burned out at work at the moment and every day seems to be getting worse. Is it going to get any better? I feel that we can’t continue with this pressure for much longer.’
Are dental administrators undervalued?
The survey also revealed that many of the administrators felt their roles were not valued highly enough. One response said: ‘In my opinion, admin seems to be the least important members of staff in the department. I often feel like we are not given the same considerations as higher-grade staff. But we should be as we play a very important role.
‘Sometimes automatically lower bands are seen this way but do a great amount of work which supports and makes higher grade jobs easier for them.’
Pay and benefits were also identified as points of dissatisfaction. One administrator said: ‘What’s even more disgusting is staff carrying out full NHS work do not get any NHS perks! Doctors’ staff get it – it’s time dental staff are recognised as NHS staff. If practices do 40% NHS then the staff should receive 40% NHS banding salary, pension and so on.’
Some of the practice managers and receptionists felt that this was contributing to recruitment and retention problems in dentistry. For example: ‘The problem is privately-owned dental practices do not pay their staff enough to warrant the amount of work and passion that is required. It is no wonder that there’s a lack of interest in the industry because the pay doesn’t match the job requirements.’
The study concludes: ‘The ability of the system to keep administrative staff well and at work is fundamental to the efficient and effective running of dental services. Yet, many of these staff are operating in increasingly challenging and pressurised work environments.’
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