- A treatment coordinator will enhance your customer service, leading to outstanding excellence in patient care.
- Creating a unique patient journey from start to finish will provide a tailor-made patient experience encouraging patient retention.
- By developing relationships, a treatment coordinator can encourage patients to undertake treatments.
- A positive dental experience also increases patient referrals, generating new patients to the practice, which increases practice turnover.
- Time is money and dentists need to spend their time focusing on the dentistry.
Clinicians are always looking for ways to attract more patients, provide better care and create an environment that boosts team morale. Sometimes the answer can become obfuscated, especially at a time when advertising saturates every arena. Is it then much of a surprise that the most effective way to communicate comes from the most obvious of places?
Investing in a treatment coordinator instead of expensive adverts can unlock untapped potential and the opportunity to completely change your practice and the way you work.
It simply comes down to nurturing patient experience. Creating a unique patient journey from start to finish will provide a tailor-made patient experience like no other. Patients will enjoy the quality time spent with them and a one-to-one relationship will be built whilst enabling the patient to feel well cared for.
A treatment coordinator is the conductor for this and will enhance your customer service, leading to outstanding excellence in patient care. They are the patient ambassador.
Award-winning practice manager, Rachel Dilley from Town Hall Dental, outlines her own experiences and success where a treatment coordinator has revolutionised their practice.
She explained: “In my own practice, people arrive as patients and leave as friends. They describe their experience as magical and feeling like part of a family.”
Rachel went on to explain the two guiding principles that are often questioned.
How does the practice benefit from a TCO?
Rachel: “It’s proven that people buy from the people they like, and word of mouth is the most powerful tool any business can have. It’s this foundation in which positive dental experiences increase patient referrals, generating new patients to the practice, and thus, increasing the practice turnover.
"Having a treatment coordinator within your practice will introduce a clear pathway for new and existing patients. This relieves stress from the entire team, enabling practice success.
"Relationship building is the key to this: it can be the game-changer to the patient and the doorway to confirming their decision to go ahead with treatment. The TCO is there to build such relationships and share their knowledge, enabling everyone to say yes to treatment.
"We have become the talk of the town since introducing our patient journey. We are the practice that everyone is talking about and due to our success I now have two full time treatment co-coordinators and the practice has become multi award-winning.”
How does the dentist benefit from a TCO?
Rachel: “Remember - time is money and dentists need to spend their time doing what they love: the dentistry.
"The treatment coordinator will empower the dentist and together they will create success to guarantee the best patient care and experience, ensuring the patient chooses you and your practice.
"I have realised that having a treatment coordinator is now an essential need for forward-thinking dental practices who want to stand out from the crowd and if you want to take your practice to the next level of success, can you afford not to have a treatment coordinator?"
About the author
Rachel has been a dental nurse for 25 years and a practice manager for 8 years. Rachel’s role is to ensure the efficient running of Town Hall Dental practice on a day to day basis. She is also the business development manager and CQC lead. Rachel was recently awarded Practice Manager of the Year 2016 in the Towergate Care Awards.
Wired Orthodontics is an award-winning company created by specialist, Ian Hutchinson and technician, Sue Bessant. Together they provide a series of high quality training courses and have currently opened a new two day Treatment Coordinator course aimed specifically at nurses. For more information on treatment and coordinating training visit: www.wired-orthodontics.co.uk.