Welcome to Reception LIVE. RECEPTION LIVE is a communication-based workshop (with staged live role-plays) from Laura, who demonstrates precisely how the words we use and the way we portray ourselves can either win a patient over or send them elsewhere.
Laura has years of experience communicating with patients, and will show you the good, the bad and the ugly sides of communication on the front desk.
You will leave equipped with verbal skills to ensure your communication is at its best, guaranteeing that your patients become raving fans.
And many more situations that are relevant to the front desk – we even have dealing with smelly patients on our list!
Laura and Leanna deliver over 40 role-plays in this course!
Horton Consulting’s unique LIVE courses give you the skills you need through a series of staged role-plays – delivered by Laura Horton.
Delegates will be expected to sit back, listen and take notes.
Course duration and CPD
The course provides the student with 5hrs 15mins verifiable enhanced CPD outcomes A, B, C and D.
Learning Objectives
- 1. Learn how to convert new patients on the telephone, by email, and walk in
- 2. Master verbal skills for the many difficult situations you face such as:
- -Complaints
- -Late running diaries
- -Late patients
- -Late cancellations
- -Lab work
- -IT issues
- -Bad news
- -No availability
- -Emergency patients
- -Smelly patients
- -Sales calls
- -Difficult names
- 3. Expand your current patient experience
- 4. Dealing with busy phones and desks
- 5. Customer service in all situations
- 6. Ideal language to build value in the practice in relation to the fees handling treatment plans at the front desk
- 7. Verbal skills for treatment descriptions
- 8. Words you should not be using!
Book now to save your space on the course
Book before 12th September and save £95 using the code RECLIVELONDON.
After payment you will be sent an email providing you with a welcome pack.
The fee for this course is £495.
The only consultancy with 100% grass roots knowledge and experience in the development of dental businesses.
Horton Consulting is a company that was built from a love of dentistry.
A GDC registrant, Laura has dedicated 16 years to augmenting clinics via her consultancy, standing as a linchpin in the dental community.
The Horton Consulting team live and breath the USP of being from the grass roots of practice.
Laura and Leanna’s proficiency in patient communication is unparalleled, both imparts their grassroots knowledge to both clinicians and their teams through comprehensive training. Their methodologies are forged from extensive, real-world patient interactions.
Laura Horton
Laura Horton is a trailblazer in Treatment Coordination with a robust 25-year tenure in dentistry, starting as a dental nurse. Her zeal for enhancing treatment coordination, along with clinic and team growth, is unparalleled. As the owner of a dental clinic, Laura spearheads her team, integrating a state-of-the-art digital patient journey from the first point of contact to in-depth consultations, ensuring a flawless experience. Her expertise in marketing and patient care workflows is central to this process, all pivoting around the Treatment Coordination model. A GDC registrant, Laura has dedicated 15 years to augmenting clinics via her consultancy, standing as a linchpin in the dental community. Laura’s proficiency in patient communication is unparalleled, and she imparts her grassroots knowledge to both clinicians and their teams through comprehensive training. Her methodologies are forged from extensive, real-world patient interactions. Renowned for her educational prowess, Laura has mentored thousands of treatment coordinators. Her reputation for crafting custom content has made her a go-to resource for international dental brands.
Leanna Best
Lead trainer for Horton Consulting. Leanna brings an extensive background and practical expertise from her employment at Clifton Dental Studio under Dr. Neil Gerrard. Registered with the GDC, she has excelled as a Dental Care Professional (DCP), Treatment Coordinator, and leader of the TCO team. Since 2018 Leanna has been instrumental in supporting Laura, earning the role of lead trainer not just for her knowledge and ability to train team members, but also for her infectious enthusiasm and commitment to developing the skills of her clients teams. Her contributions extend beyond her immediate responsibilities, as Leanna is highly sought after for her training and consultancy services. Her workshops are acclaimed by both business owners and staff for their impact and effectiveness. Currently, Leanna serves as a Treatment Coordinator Manager for the Smile Store brand, under the guidance of Dr. Sandeep Kumar. In this role, she supports TCOs across multiple locations, continuing her commitment to excellence while maintaining her GDC registration. Outside of her professional life, Leanna is dedicated to her children, Drew and Desi. Family is her cornerstone, and she treasures the moments spent with her loved ones and close friends. Additionally, Leanna attributes her positive outlook to her regular gym routine, underscoring the importance of physical well-being in achieving mental health.
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