Communication and Customer Service - Laura Horton

This is a full day Customer Service Skills course delivered by Laura Horton

Communication Master

Laura has over 18 years’ experience in practice management and 18 years’ experience working as a Treatment Coordinator. In 2008, Laura left her full time practice management role and founded Horton Consulting, a business that works with dentists and their teams, providing business coaching and training support. Laura is well known for implementing the role of the treatment coordinator into practices across the European continent, supporting clinics in their quest to achieving their dream practice.

Aim:

The aim of this session to do address styles of communication with the Dentist’s patient experience. To enhance communication with patients and build trust in the experience.

Learning outcomes:

GDC development outcomes A C D

1. Understand personality profiling and how to adapt communication to the patient
2. Learn the trust equation and how this tool will support you in clinic with your patients
3. How to develop your patient experience with:
   1. Meet and greet / introduction
   2. Handover to the desk
   3. Post treatment

1. Understanding the different types of assessments your practice may need
2. Learn the verbal skills to support you with co-diagnosis
3. Understand how the nurse led examination brings tremendous value to patients
4. Learn how your dental nurse can support this appointment
5. Understanding the structure of an options meeting with a patient
6. Review treatment planning methods to support you
7. Learn the systems that can be implemented to support effective options meetings
8. Learn verbal skills to support you in each area of the options meeting
9. Review the tools you can use in an options meeting