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today EAO Paris Sep. 28

science & practice 25th EAO Annual Scientific Meeting 11 tually only 15 minutes, there is po- tentially 15 minutes still available. Think about the impact an additional 15 minutes for every new patient in the appointment di- ary could have. A good TC will manage all as- pects of the patient journey, from referral to case start, and poten- tially increase your case starts. He or she is the first point of contact. People buy from people, so the de- velopment of a relationship and es- tablishing of rapport between the TC and the new patient are crucial to the success of your conversion from referral to start of treatment. The TC informally chats to the new patient prior to consultation. This helps not only to foster rapport but also to gain a better idea of the patient’s needs and wants. I recommend to all my TCs to be present at the consultation to listen and understand clinically what is and is not possible in order to allow the TC to determine how he or she will conduct a top-notch case pres- entation. The TC carries out the case presentation, reiterates the treat- ment options available to the pa- tient, discusses these, answers any questions the patient may have, and clarifies proposed treatment. He or she also discusses the in- formed consent, shows before and after photographs of similar cases, and addresses any barriers or con- cerns the patient may have. The TC also explains the finan- cial options and determines the most suitable payment method for the patient’s needs, as well as pre- pares the walk-out pack. The value of a walk-out pack should not be underestimated and should reflect the values of the practice, includ- ing all information the patient needs, the finance agreement or contract, diagnostic report, photo- graphs of the patient (an excellent marketing tool), informed consent and anything else the practitioner feels adds value to the consulta- tion. Too many new patients are lost due to lack of follow-up. A good TC follows up and provides monthly information on patient conversions to assist with strategic planning. All practices should have a patient journey tracker. Filling the role: An internal solution? There are no hard and fast rules. It depends upon the size and aspirations of your practice and the qualities of existing members of your team. If you have a team mem- ber who fulfils the characteristics of a TC and he or she wants the challenge, then the answer is yes. Keep in mind that you may well need to fill that person’s current po- sition. Some practices streamline job descriptions allowing them to create the new role without having to hire another staff member. Whether it is a full-time role or not depends upon various factors, including the size of the practice; the number of practi- tioners, chairs and patients; and the profit aspirations. Many practices implement the role and monitor its progress and impact. This often helps the team to accept the change and gives the practitioner the oppor- tunity to assess any training needs of the TC and to access how remu- neration will be affected. The role of your TC should fit in with your practice’s culture and aspirations for patient care. How- ever you choose to implement the role, the only guarantee is that you will benefit enormously. Augment- ing your team with a well-trained TC can reap tremendous rewards for you, the team and your pa- tients. A TC’s tailored and personal ap- proach to care, follow-up and com- munication with patients fosters trust and increases patient satis- faction and retention. Lina Craven is founder and Director of Dyna- mic Perceptions, an management consutancy and training firm in Stone in the UK, and has many years of practice-based experience. She can be contacted at info@linacraven.com. Online Advanced Mentoring and Clinical Program in Periodontics Advanced clinical online learning with the Masters This course includes a variety of live-patient dental procedures and on-demand lectures that will enhance your distance learning experience. Learn from the Masters of Periodontics: Advanced clinical online training with the Masters Curriculum fee: €995 Online Access at any time from any of your web enabled devices. Registration information: contact us at tel.: +49-341-484-74134 email: request@tribunecme.com Details on www.TribuneCME.com Tribune Group GmbH is an ADA CERP provider. ADA CERP is a service of the American Dental Association to assist dental professionals in identifying quality providers of continuing dental education. ADA CERP does not approve or endorse individual courses or instructors, nor does it imply acceptance of credit hours by boards of dentistry. Tribune Group GmbH is designated as an Approved PACE Program Provider by the Academy of General Dentistry. The formal continuing dental education programs of this program provider are accepted by AGD for Fellowship, Mastership and membership maintenance credit. Approval does not imply acceptance by a state or province board of dentistry or AGD endorsement. The current term of approval extends from 7/1/2014 to 6/30/2016. Provider ID# 355051. Collaborate on your cases and access hours of premium video training and live webinars Online access to our library of Lectures & Clinical Videos São Leopoldo Mandic this course is created in collaboration with São Leopoldo Mandic University of Campinas C.E. 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