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ePaper created 2015-11-12, 17:51:56 | version 1.38.0
I practice management _ TC role _Youmightthinkthatinfinanciallychallenging times the last thing you need is a new member of staff. For a practice to thrive and prosper in a dif- ficult financial climate, however, it has to become more efficient, more competitive and more prof- itable.Onewaytodothatistointroduceatreatment coordinator(TC)intotheteamorifyoualreadyhave one then to offer appropriate training. This is a re- latively new role to the European market, but in the US,wheretheroleisacentralpartofanypractice,it has proven to dramatically add value to the patient experience, reduce in chair time and increase case acceptance. Theintroductionofawell-trainedTCwillchange your entire approach to new patient care, as well as increase profitability. While many practices know how to attract patients, their case acceptance ratio is low. The first contact, first visit and follow-up are the most important elements of the new patient process, yet they frequently represent a wasted opportunity because of a lack of skill, focus, time or all three. In my experience, a major downfall of practices is the unwillingness of practitioners to delegate the new patient process to staff, or what we call the TC role. This is often due to a wide range of factors, including the practitioner’s perception that the pa- tient wants communication on his or her treatment to come from the practitioner, the perception that patientspaytoseethepractitioner,alackoftrustto empower staff or time to train staff, and the finan- cial implications of introducing the new role. Relinquishing new patient management to well-trained staff is not a new trend, although its application has been limited in Europe. However, patients’expectations,competitionforprivatework and the team’s demand for career progression and job satisfaction are key drivers for introducing the TC role. Treatment coordinator: The bridge to case acceptance Author_Lina Craven, UK 34 I CAD/CAM 4_2015 CAD0415_34-35_Craven 06.11.15 12:15 Seite 1 CAD0415_34-35_Craven 06.11.1512:15 Seite 1