Objectives To understand the attitudes, skills and knowledge of dental reception and practice management teams relating to urgent dental appointments and to identify additional training needs.Methods Two focus groups were held with members of dental practice reception and management teams (n = 15). Thematic analysis of the focus group transcripts identified topics, and these were explored in more detail through semi-structured interviews with focus group members (n = 5).Results Approaches to triaging people with acute dental problems varied in relation to individual skills and practice policies/ethos. Balancing the needs and desires of patients, dentists and other members of the dental team was challenging. Helpful practices included: dedicated appointment slots for unscheduled patients and a system of feedback between clinical and non-clinical teams. Formal training for new members of the frontline team, especially those without a clinical background, could include: assessing/interpreting symptoms, managing diary pressures and dealing with patient expectations/conflict.Conclusions Receptionists and practice managers have an important role to play in unscheduled dental care. Improved training to undertake this role should help ensure the safety of patients with acute dental problems whilst also optimising the efficient day-to-day running of the practice.

中文翻译：

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范围更广的牙科团队对急性病患者进行分类的能力：一项定性研究。

目的了解与紧急牙科预约相关的牙科接待和实践管理团队的态度，技能和知识，并确定其他培训需求。方法与牙科实践接待和管理团队的成员举行了两个焦点小组会议（n = 15）。对焦点小组成绩单的主题分析确定了主题，并通过与焦点小组成员（n = 5）的半结构化访谈对这些主题进行了更详细的探讨。结果对急性牙齿问题患者进行分类的方法因个人技能和实践政策而异/ ethos。平衡患者，牙医和牙科团队其他成员的需求和要求具有挑战性。有用的做法包括：专为计划外患者安排的预约空缺，以及临床团队和非临床团队之间的反馈系统。对一线团队新成员（尤其是没有临床背景的新成员）的正式培训可能包括：评估/解释症状，管理日记压力以及应对患者的期望/冲突。结论接待员和业务经理在计划外牙科治疗中起着重要作用。关心。承担该角色的培训应有助于确保患有急性牙科问题的患者的安全，同时还可以优化日常实践的效率。结论接待员和诊所经理在计划外的牙科护理中可以发挥重要作用。承担该角色的培训应有助于确保患有急性牙科问题的患者的安全，同时还可以优化日常实践的效率。结论接待员和诊所经理在计划外的牙科护理中可以发挥重要作用。承担该角色的培训工作应得到改善，以确保患有急性牙科问题的患者的安全，同时还可以优化日常实践的效率。