Includes bibliographical references and index

The characteristics of services -- Building the practice-client relationship -- The practice communication mix -- The 7 Ps of marketing services -- The costs and benefits of marketing -- Recruiting and selecting staff -- Induction, staff training and development -- Performance appraisal -- Motivation -- Leadership and management : do you have what it takes? -- Practice protocols and procedures -- Principles of health and safety / Alan Jones -- Managing health and safety in a clinical environment / Alan Jones -- Effective stock management -- Managing computer systems / Michael Coates -- Profitability -- The trading and profit and loss account -- The balance sheet - - Accounting ratios and financial performance indicators -- Pricing products and services -- Planning -- Preparing a business plan -- Evaluating capital investments -- Managing projects.