E veryone talks about meeting and exceed- ing customers’ expecta- tions yet it is rarely achieved. Despite it being inexpensive to implement and requiring only the most basic of approaches, it is rarely well executed in prac- tice in this country. However, achieving true customer satis- faction probably generates the greatest return of any sales or marketing activity a practice can undertake. To address this yawning gap, Lina Craven of Dynamic Perceptions is staging a series of two-day workshops this au- tumn aimed at the entire team. During the course, participants will learn how to create and de- liver the kind of culture, proc- esses and practices that un- derpin an effective new patient process and truly utilise the role of treatment coordinators. Lina set up Dynamic Per- ceptions after arriving from the USA, where the role of treat- ment coordinator is highly val- ued, to find that no such func- tion existed in UK practices. She set about educating dental professions about the benefits of improving the efficiency and profitability of the practice by training members of the team to become treatment coordina- tors. As a result the practices saw an upswing in case accept- ance ratios and a marked im- provement in patient satisfac- tion and recommendations. The two-day workshops Lina is running are designed for practices looking for ways to maximise the effective- ness of their team and keen to introduce the role of treatment coordinator. They are equally applicable for anyone new to the role looking for ways to fully embrace their new function. There are three parts to the workshop and in the first, delegates will learn about the function and benefits of a treat- ment coordinator; those best suited to the job and their roles and responsibilities. Phase two addresses the customer and sets out to explore what the ‘new’ dental patients of today expect; how to meet and ex- ceed their expectations; to un- derstanding the true nature of the products and services prac- tices provide and the role of the entire team in the new patient process. Stage three tackles the busi- ness approach needed by the dental practitioner and treat- ment coordinator from the verbal skills needed to pro- vide a powerful case presenta- tion; the techniques that break down barriers before and af- ter case presentations; how to create a winning ‘pa- tient journey; how to uti- lise technology for enhanced case presentations and fi- nally how to schedule the treatment coordinator into the practice appointment diary for maximum benefit. Delegates will be able to earn 10 hours of verifiable CPD over the two days of the workshop which are taking place in the autumn: Orthodontic practices: Septem- ber 1st and 2nd - Henley on Thames - Hotel Du Vin Dental practices: October 14th and 15th - Henley on Thames - Hotel Du Vin Dental practices: Octo- ber 13th and 14th - Bel- fast - Stormont Hotel As places are limited and with entire teams attending, reserving a place early, before the summer break, is strongly recommended. For more information Dy- namic Perceptions can be con- tacted on 01296 748692 or cra- ven@dynamic.fslife.co.uk DT A no-nonsense approach www.thedbg.co.uk For more information and a quote contact the DBG on 0845 00 66 112 Please Note: Errors and omissions excluded. Any prices quoted are subject to VAT. The DBG reserves the right to alter or withdraw any of their services at any time without prior notice. Are you waiting to find out when the Care Quality Commission* inspect your practice? Your compliance with Clinical Governance and Patient Outcomes will be questioned with the introduction of the Care Quality Commission*, HTM 01-05 and the increase in PCT practice inspections. Would you like to know how you would fare when your practice is inspected and have the opportunity to take corrective action? The DBG Clinical Governance Assessment is the all important experience of a practice audit visit rather than the reliance on a self audit which can lead to a false sense of compliance. The assessment is designed to give you reassurance that you have fulfilled your obligations and highlight any potential problems. We will provide help and advice on the latest guidance throughout the visit. • Your premises including access, facilities, security, fire precautions, third parties and business continuity plans. • Information governance including Freedom of Information Act, manual and computerised records, Data Protection and security. • Training, documentation and certificates. • Radiography including IRR99 and IR(ME)R2000 compliance. • Cross infection and decontamination including HTM 01-05 compliance and surgery audits. • Medical emergencies including resuscitation, drugs, equipments and protocols. • Training, documentation and certificates. • Waste disposal and documentation and storage. • Practice policies and written procedures. • Clinical audit and patient outcomes including quality measures. The assessment will take approximately four hours of your Practice Manager’s time depending on the number of surgeries and we will require access to all areas of your practice. A report will be despatched to you confirming the results of our assessment. If you have an inspection imminent then we suggest that you arrange your DBG assessment at least one month before the inspection to allow you time to carry out any recommendations if required. Following the assessment you may wish to have access to the DBG Clinical Governance Package with on-line compliance manuals. The areas the DBG assesses are: Clinical Governance including Patient Quality Measures - Is your practice compliant? Have you addressed all 28 CQC outcomes? ? *England only. 20YEARSYEARS 20 9361 DBG ClinicalGov The probe 338x244.qxd:Layout 1 1/7/10 13:39 Page 1 May 16-22, 201130 Events United Kingdom Edition