Leanna Best details how a skilled treatment coordinator can elevate patient understanding to build business growth.
Effective communication builds trust, increases treatment acceptance and improves patient satisfaction. This creates a positive cycle that attracts high-quality patients and improves treatment outcomes. True success lies in balancing clear explanations with active listening and genuine empathy.
One of the most significant revolutions in dentistry has been its digitalisation – and this is especially the case with patient communication. Digital scanners are now an essential tool in everyday dentistry. They enhance our clinical understanding but, just as importantly, empower patients to make informed choices.
The integration of digital scanners facilitates detailed discussions about treatment options by providing clear visualisations of dental conditions. It also ensures that patients fully understand their choices, promoting informed consent and collaborative decision-making.
Scanning every patient enables a practice to maintain a consistent level of service, which is key to building a strong reputation and a robust business model.
However, considering the time constraints that dentists often encounter, a well-trained treatment coordinator (TCO) can prove invaluable in managing these scans.
A TCO facilitates a seamless transition into the clinical setting by guiding patients through the scanning process and gathering essential information.
A consultation with a TCO also provides the opportunity for more in-depth, meaningful conversations, resulting in:
- A clearer understanding of the patient’s motivations
- Personalised communication tailored to their needs and preferences
- A relaxed, pressure-free environment that fosters trust and confidence.
Scanning and communication
Any GDC-registered TCO is qualified to assist with scanning procedures within their scope of practice as a dental care professional. To integrate scanning into any patient-centred approach, a TCO must make it engaging and interactive. The process should feel like an experience, not just a routine step.
Scanning a patient also presents a wealth of opportunities. It is a perfect moment to plant essential seeds because, in that chair, they have no choice but to listen. We’re not breaking any relationship barriers here; instead, we’re engaging them in a way that adds value.
A TCO can make the scan exciting by showing patients the images and explaining them in a way that sparks interest – most patients are fascinated by seeing their own mouths for the first time.
A TCO can explain, share insights and guide patients while they are fully attentive.
It’s all about creating excitement and tying the scan results to their treatment goals. For example, highlighting misaligned teeth and explaining how the scan can help guide treatment creates a sense of collaboration.
Patients appreciate feeling involved in their journey, making them more likely to engage in their care. This investment motivates them to move forward with their treatment and continue their journey with us.
Three steps to scanning communication
- Before the scan: a TCO should clearly explain the process before they begin scanning. The word ‘scan’ can mean different things to different people. Demonstrating the equipment beforehand reassures them, regardless of their initial reaction. Ensure the TCO explains how the scan is essential in planning their treatment and outlines what they should expect. Patients will need reassurance that the process is quick, painless, and highly accurate. It’s also helpful to give a rough idea of how long the scan will take. With different comfort levels, mouth sizes and saliva production, giving them an estimate, such as ‘around 10 minutes’, sets expectations
- During the scan: maintain communication at every step. A TCO should avoid using overly clinical language and focus on positive reinforcement. Keep the tone light and engaging. Create a script covering FAQs to pre-empt any patient questions requiring a clinical diagnosis. TCOs can also use this moment to discuss the hygienist and their role. This avoids putting the TCO in a position beyond their scope of practice
- After the scan: once complete, the TCO can review the digital images with the patient to help them understand how the scan contributes to the dentist’s treatment planning process. By encouraging conversation and inviting questions, patients are more likely to voice any concerns or curiosities that the TCO can share with the clinician. Although diagnosis is the dentist’s responsibility, the TCO is integral to ensuring clarity between dentist and patient and plays an active role in the co-discovery process. By focusing on the next steps, the TCO highlights the positive aspects of the treatment journey, leaving the patient feeling informed and excited. Positive language and encouraging conversation ensure the patient feels confident and prepared for what lies ahead, setting the stage for a smooth treatment experience.
Personalised education
Education is, of course, an essential component at every stage. The use of visual aids, digital presentations and simulations is growing increasingly important as our patients expect more from their appointments.
Patients want a modern, interactive experience that enhances their understanding of treatment options and gives them their desired results.
The goal is, therefore, to educate patients in a way that suits individual needs. This means adapting an approach. Some may respond well to typodonts, while others engage better with digital tools. The key is to read the audience and adjust communication style accordingly.
Building rapport is equally personal. Some patients openly share their concerns, while others prefer minimal conversation. Recognising these differences and creating an environment where each patient feels comfortable and heard is important. Taking the time to address their concerns, build trust and ease any anxiety makes a significant impact.
Consistency is everything
Every team member – from the front desk to the clinical team – must communicate the same key points. Mixed messages create doubt and uncertainty, which can erode patient trust. Instead, a dental team should reinforce key information at every stage of the patient journey, ensuring they feel informed and reassured.
A strong follow-up system is just as important. Regular check-ins after scans and treatment stages help patients feel supported, valued – and special. And, who doesn’t like to feel special?
By prioritising clear and consistent communication, dental teams can transform the scanning experience from a purely technical process into a meaningful and engaging part of the patient’s treatment journey. Ultimately, this leads to higher satisfaction and better treatment outcomes.
A TCO fosters trust, which is harder to lose once established. This trust improves patient confidence in your practice and its processes, reinforcing why they chose you. A TCO can also guide patients through financial options, which is especially crucial in today’s climate.
Ultimately, their involvement ensures continuity of care with open communication across all touchpoints. I’ve never heard a patient regret meeting a TCO. It’s a win-win on every level!
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