Apex e-zine

mkritzinger Welcome to the #theapexshow http://tiny.cc/welcome509 brought to you by Interactive Dental Media http://tiny.cc/5YCoO

mkritzinger Our featured guest on #theapexshow is @LauraHorton1 on the TCO role watch this intro: http://tinyurl.com/Lauraintro

mkritzinger Hi @LauraHorton1 thanks for your time we are thrilled to interview you on #theapexshow tonight!

LauraHorton1 @mkritzinger Thank you I am very happy to be on here again! #theapexshow

mkritzinger Let’s begin round one of the questions! #theapexshow

mkritzinger @LauraHorton1 What are the main responsibilities of a TCO? #theapexshow

LauraHorton1 @mkritzinger Providing outstanding customer service and leading the team to do the same, build relationships with patients #theapexshow

LauraHorton1 @mkritzinger help patients enjoy dentistry as well as dealing with all of their appointments and payments #theapexshow

LauraHorton1 @mkritzinger they help the dentists to place tmt plans onto the software, collate estimates and consent forms and follow up #theapexshow

mkritzinger To read Laura’s detailed answer about this visit http://tiny.cc/1laura #theapexshow

mkritzinger Does anyone have a question for @LauraHorton1 on this topic? #theapexshow

mkritzinger RT @timothyives: I have a question for Laura. How does the role of a TCO work in an NHS practice with a UDA system? #theapexshow

LauraHorton1 @mkritzinger @timothyives If the practice is fully NHS it does still work! The TCO will take time off the dentists #theapexshow

LauraHorton1 @mkritzinger @timothyives so they are still productive. I make sure the role fits in with the practice with an effective system #theapexshow

mkritzinger Ding Ding end of round ONE all unanswered questions will be answered at the end #theapexshow

mkritzinger Round 2 @LauraHorton1 What is the first thing you teach any new TCO? #theapexshow

LauraHorton1 @mkritzinger that to be successful we must implement systems such as a patient experience and their role has to be systemised #theapexshow

LauraHorton1 @mkritzinger We begin by organising their diary and confirming what patients they see and the time length of the consultation #theapexshow

LauraHorton1 @mkritzinger this is then followed by learning and role playing all sorts of communication skills that take #theapexshow

LauraHorton1 @mkritzinger us to the beginning of the consultation #theapexshow

LauraHorton1 @mkritzinger it is so important that we get the first impression of the TCO correct #theapexshow

mkritzinger To read Laura’s detailed answer about this visit http://tiny.cc/2laura #theapexshow

mkritzinger @LauraHorton1 What should a TCO never do? #theapexshow

LauraHorton1 @mkritzinger They should never ever recommend treatment and they should not hold a clinical consultation. #theapexshow

LauraHorton1 @mkritzinger Most dentists fear this when starting with a TCO which is why TCOs need training to make sure they get it right #theapexshow

mkritzinger @LauraHorton1 has an extended answer about this which you can read here http://tiny.cc/6laura #theapexshow

mkritzinger Ding Ding end of round TWO #theapexshow

mkritzinger Round 3 @LauraHorton1 What selling tools do a TCO need, ie biz cards, brochure, laptop etc? #theapexshow

LauraHorton1 @mkritzinger The TCO doesn’t need a business card but it is a nice touch to have one, I do recommend that they have one! #theapexshow

LauraHorton1 @mkritzinger The practice needs to have portfolios of treatment to show to patients preferably that are their own patients #theapexshow

LauraHorton1 @mkritzinger They can have posh presentations but often it is nice to keep things simple! #theapexshow

mkritzinger To read Laura’s detailed answer about this visit http://tiny.cc/3laura #theapexshow

mkritzinger @LauraHorton1 What is some of the feedback from the TCO you’ve trained? #theapexshow

LauraHorton1 @mkritzinger Postive regarding the patients. They love their role and the relationships that they build with them #theapexshow

LauraHorton1 @mkritzinger it’s often hard for the associate dentists not to take over, which is the only challenge #theapexshow

mkritzinger To read a longer version of this @LauraHorton1’s reply follow this link http://tiny.cc/7laura #theapexshow

mkritzinger Ding Ding end of round THREE #theapexshow

mkritzinger Round 4 @LauraHorton1 Once trained, does a TCO need a refresher course at some stage? #theapexshow

LauraHorton1 @mkritzinger TCOs keep in touch with me and report to me as often as they like about the role and the patients they see #theapexshow

LauraHorton1 @mkritzinger As with anything we learn we can always refresh ourselves and learn more #theapexshow

LauraHorton1 @mkritzinger my course is intense so they learn everything they need to, role-play is a big part of the training #theapexshow

mkritzinger To read Laura’s detailed answer about this visit http://tiny.cc/4laura #theapexshow

mkritzinger Ding Ding end of round FOUR #theapexshow

mkritzinger Round 5 @LauraHorton1 What is the ideal ‘workspace’ for a TCO to see new patients? #theapexshow

LauraHorton1 @mkritzinger Ideally a consultation room – a non clinical environment however. But this is not an option in all practices #theapexshow

LauraHorton1 @mkritzinger Also the office (once de-cluttered) is a good place to begin or a spare treatment room #theapexshow

mkritzinger To read Laura’s detailed answer about this visit http://tiny.cc/5laura #theapexshow

mkritzinger @LauraHorton1 I have a question – do TCOs have to wear a uniform? what do you recommend? #theapexshow

LauraHorton1 @mkritzinger Thats a good one, I like them in business dress it shows they are serious! It also makes a TCO feel good #theapexshow

mkritzinger This ends our 5 rounds of the show and now there is a general Q&A to ask @LauraHorton1 re TCO #theapexshow

mkritzinger @LauraHorton1 is there professional recognition of TCOs right now – can they win awards etc? #theapexshow

LauraHorton1 @mkritzinger The award they could enter is the outstanding achievement dentistry award, I really want the role to be recognised #theapexshow

LauraHorton1 @mkritzinger so i have created the TCO club which is an online social network for all TCO’s to join, the can network, blog #theapexshow

LauraHorton1  have discussions and learn from other TCO’s. In time there will be an emagazine – there’s lots in the pipeline #theapexshow

mkritzinger @LauraHorton I think that you being placed in Dentistry top 50 has also put TCOs in the spotlight a bit more #theapexshow

mkritzinger @LauraHorton1 where can people find out more about the TCO club? #theapexshow

LauraHorton1 @mkritzinger I hope so. That is my background and it is a career option for nurses as well as being a PM and hygienist #theapexshow

LauraHorton1 @mkritzinger When people want to register they email me for the registration details info@tcolcub.com #theapexshow

mkritzinger GONG! That’s the end of this week’s show I hope you enjoyed it – please join us for the next one http://tiny.cc/schedule17 #theapexshow

mkritzinger @LauraHorton1 lovely having you as a guest again and for sharing this very useful info with our audience #theapexshow

LauraHorton1 @mkritzinger Thank you for having me as a guest Marita!! #theapexshow

#theapexshow: @LauraHorton1 What is the ideal ‘workspace’ for a TCO to see new patients?

Laura Horton: I have been into practices that have different set ups.

If a practice contacts em and they do not have a consultation room the majority have a space that they can either convert into a consultation room. examples of this mainly are the practice office. Again some practices do not use a TCO full time until the role grows they may only use a TCO 1 -3 days a week. When you use the office it must be completely clutter free, it has to be a homely environment.

The same as when you use a spare treatment room. This is also what other practices are doing. This room must be cleared of clutter on the work tops, have nice music playing when the patient walks in. Some practices have then covered their dental chair with throws and cushions so patients do not see it as a clinical room – which is very good for nervous patients.

I have two practices that just do not have the room. What they have both done is to use a coffee shop across the road from their practices. They know the staff who work there which has two benefits: 1. they have private corner of the shop reserved for them 2. If the TCO was to see a male patient out of the practice they are safe.

The reason the last two practices use outside facilities is because they know that having the role of a TCO in the practice is good business sense. The patients really enjoy going to the coffee shop especially the nervous ones and it is a story they tell their friends about too!

#theapexshow: @LauraHorton1 Once trained, does a TCO need a refresher course at some stage?

Laura Horton: The two day programme is very intense yet teaches so many verbal skills to the team involved that they find the approach softer. Role play is such a huge part of the programme, repeating processes and verbal skills again and again until the TCO can say the right words but in a fashion that flows. The words I may use do not flow for everybody. I am always on hand for my TCO’s to contact me and ask me any advice they may need. However if I can go back to practice after the TCO has been working for a couple of months and to complete and observe and learn that is often beneficial!

#theapexshow: @LauraHorton1 What is some of the feedback from the TCO you’ve trained?

Laura Horton: Becoming a TCO is a career move for a member of your dental team. To be given this responsibility, alongside having such a fun and varied role to perform creates job satisfaction in itself. Dentists are overworked and need to be spending less time doing non-clinical work. The forward thinking dentists (usually the principal) wants a TCO, which is why they contact me. The only challenge for the TCO arises if the other dentists have not been involved in the training and therefore they A. do not understand and know the depth of training the TCO has had and B. do not like to delegate and let go of anything. Communication is always the key with any change in a business and this is why I like the treatment coordinator implementation to become a team training event.

#theapexshow: @LauraHorton1 What selling tools does a TCO need, ie biz cards, brochure, laptop etc?

Laura Horton: Visual aids are important in a consultation. We need to be able to prove to our new patients exactly what we can achieve. Portfolios take time to create and if you do not have one already then sooner you start to create one the better. Tools such as Caesey and Medivision are great too, especially in treatment presentations when root canal treatments or fillings are needed.

#theapexshow: @LauraHorton1 What should a TCO never do?

Laura Horton: Every time I go into a practice that is already embarking on using a TCO, or if I meet a TCO and ask them how they hold their consultation they are recommending treatment and talking clinically. This is not what the new patient consultation is about! It is about building a rapport and listening to the patient as well as validating the solutions that your practice has to offer. This is why training has to occur not only to ensure the first impressions are correct but that they hold a structured consultation that is a process!

#theapexshow: @LauraHorton1 What is the first thing you teach any new TCO?

Laura Horton: The treatment coordinator (TCO) aims to remove 90% of non-clinical dentistry from the dentist, to provide a high level of customer service and to build excellent relationships with the patients. But to do this we must start with the basics – the theory of the role and its requirements, how this role can be used in your practice for each patient and then we begin to learn all the communication skills that we need. I teach TCOs about body language and actively listening. In dentistry we talk too much to our patients we need to stop talking and begin to actively listen to our patients needs and wants.

First impressions are everything and if a TCO gets this wrong then they will not be as successful, we need to practice and confirm that everything the TCO does in relation to impressions and customer service is consistently correct.

#theapexshow: @LauraHorton1 What are the main responsibilities of a TCO?


Laura Horton: @mkritzinger Providing outstanding customer service and leading the team to do the same, build relationships with patients. Help patients enjoy dentistry as well as dealing with all of their appointments and payments. They help the dentists to place treatment plans onto the software, collate estimates and consent forms and follow up
Alongside this list of responsibilities, the TCO has a huge responsibility because in effect, they are dealing with all new business. A detailed job description is given to all TCO’s but it is of great importance that systems are implemented and followed to ensure that the TCO is successful. They must have a structure in the consultation too.

mkritzinger Hi everyone, the first ever #theapexshow will start in 10 mins, pls join and introduce yourselves! http://tiny.cc/welcome509

mkritzinger If you want to tweet a question to our guest, pls include #theapexshow More guides for following, click here http://tiny.cc/followertips

mkritzinger Share your LIGHTBULB moments about today’s #theapexshow on www.theapextribe.com

RichardCharon Logging in/on or whatever. Evening gang at #theapexshow.

mkritzinger Welcome to the very first #theapexshow http://tiny.cc/welcome509 brought to you by Interactive Dental Media http://tiny.cc/5YCoO

mkritzinger Our featured guest on #theapexshow is @LauraHorton1 on the Treatment Coordinator role watch this intro: http://tiny.cc/LauraHorton



mkritzinger Hi @LauraHorton1 thanks for your time we are thrilled to interview you on #theapexshow tonight!

LauraHorton1 @mkritzinger Good evening -It is an honour to be doing the first ever #theapexshow Thank you for asking me!!

sylviesturrock #theapexshow – here we go!! Best of luck Laura

LauraHorton1 @RichardCharon #theapexshow Thanks for joining in Richard

mkritzinger Let’s begin round one of the questions #theapexshow

mkritzinger @LauraHorton1 What is a Treatment Coordinator? #theapexshow

LauraHorton1 @mkritzinger A TCO = a team member who sees all new patients (NPs) for first appointments #theapexshow

LauraHorton1 @mkritzinger A TCO ‘sells’ the practice and its treatments to every NP #theapexshow

LauraHorton1 @mkritzinger A TCO pre-qualifies all NPs so if they cannot afford TMT they won’t be booked in to see the dentist #theapexshow

mkritzinger #theapexshow followers, to read Laura’s detailed answer about this visit http://tiny.cc/round1

mkritzinger Does anyone have a question for @LauraHorton1 on this topic? #theapexshow

RichardCharon #theapexshow. How RU finding patient acceptance of TCOs?

LauraHorton1 @RichardCharon That is a good question and is answered in round three so stay tuned #theapexshow

mkritzinger Ding Ding end of round ONE #theapexshow all unanswered questions will be answered at the end

mkritzinger @LauraHorton1 Round two:  How can a TCO benefit a dental practice? #theapexshow
LauraHorton1 @mkritzinger TCO takes customer service to new level, takes non clinical time from dentists + increases revenue #theapexshow

mkritzinger #theapexshow followers, to read Laura’s detailed answer about this visit http://tiny.cc/round2494

mkritzinger Does anyone have a question for @LauraHorton1 on this topic? #theapexshow



Mouldjon #theapexshow do tco’s increase treatment uptake? Do pts prefer having treatment plans explained by tco and understand them better?

LauraHorton1 @Mouldjon #theapexshow Yes they do, but the dentist still has to legally explain the TMT plan and risks, the TCO role

LauraHorton1 @Mouldjon #theapexshow is more about the beginning and the relationship building aspect, plus selling the skills you own

RichardCharon #theapexshow OK. Are TCOs being paid a flat salary or on cmmison or flat rate + bouns per £ converted?

LauraHorton1 @RichardCharon #theapexshow it depends on where you are based regarding the salary, I always advise the entire team to be incentivised though
sylviesturrock #theapexshow – when I was a TCO it was salary plus % of revenue income

LauraHorton1 @sylviesturrock @RichardCharon #theapexshow however the TCO has a lot of responsibility and should be a top earner in your practice TCO’s should be incentivised for sure, but i never recommend a salary at is varies around the UK

RichardCharon #theapexshow ive hrd sme ideas abt meeting pts at costa coffee or whrver, purple cow & all that- this may well pose a risk tho. Do u agree?

LauraHorton1 @RichardCharon #theapexshow As long as you have a private area to see them it is fine, if you use somewhere daily they allow you that space
RichardCharon #theapexshow. I really meant tht a 1st meet out of the practice is not a good idea IMHO

sylviesturrock @RichardCharon #theapexshow yes i agree there Richard

LauraHorton1 @RichardCharon #theapexshow If you have a consultation room that should always be used, practices that use a coffee shop = their only option



mkritzinger Ding Ding end of round TWO #theapexshow all unanswered questions will be answered at the end

mkritzinger @LauraHorton1 Round 3:  How do patients typically respond to a TCO? #theapexshow

LauraHorton1 @mkritzinger Patients like TCOs because they = friendly, honest, informative and give them a ‘try before you buy’ appointment #theapexshow
LauraHorton1 @mkritzinger TCOs change the old stigma that dentistry is an uncaring profession – we do care and patients see that! #theapexshow

mkritzinger #theapexshow followers, to read Laura’s detailed answer about this visit http://tiny.cc/round3

mkritzinger Remember to share your LIGHTBULB moments (your insights, thoughts and opinions) about today’s #theapexshow on www.theapextribe.com



mkritzinger Does anyone have a question for @LauraHorton1 on this topic? #theapexshow

Mouldjon #theapexshow is it a usually adental nurse who takes on role of tco? Or can reception staff take on roll?
LauraHorton1 @Mouldjon #theapexshow Yes thats right it is important you understand the personlaity of your PT – your TCO can tell you all about the way..

LauraHorton1 @Mouldjon #theapexshow you should be communicating to them (when they have been trained by yours truly that is!)

markoborn @LauraHorton1 #theapexshow other than your training what knowledge or experience does a TCO need? 4 days ago from UberTwitter
mkritzinger @markoborn LauraHorton1 will cover this question in the next round thanks Mark #theapexshow



mkritzinger Ding Ding end of round THREE #theapexshow all unanswered questions will be answered at the end



mkritzinger @LauraHorton1 Round 4:  Do you already need to be a nurse/hygienist/practice manager to become a TCO? #theapexshow

LauraHorton1 @mkritzinger You need be people-focused, have dental knowledge and thorough understanding of your practice to be a TCO #theapexshow
LauraHorton1 @mkritzinger TCOs do not recommend treatment – they listen to the patient and show what solutions the practice has to offer #theapexshow

mkritzinger #theapexshow followers, to read Laura’s detailed answer about this visit http://tiny.cc/round4

mkritzinger Does anyone have a question for @LauraHorton1 on this topic? #theapexshow



Crownspsd #theapexshow hi, is a TCO the sales person/marketer of the practice.
LauraHorton1 @Crownspsd #theapexshow they are a sales person but I have my own definition on sales for dentistry! If you want them to become involved
LauraHorton1 @Crownspsd #theapexshow in marketing they can be and this would be built into their role description, TCO’s are great at networking!!



mkritzinger Ding Ding end of round FOUR #theapexshow all unanswered questions will be answered at the end

mkritzinger @LauraHorton1 Round 5: What is a typical ROI a dental practice can expect when hiring a TCO? #theapexshow
LauraHorton1 @mkritzinger Practices that follow all my systems + use verbal skills, often have a 40% revenue inc in month 1 = instant ROI #theapexshow

mkritzinger #theapexshow followers, to read Laura’s detailed answer about this visit http://tiny.cc/round5


mkritzinger Please share your LIGHTBULB moments about today’s #theapexshow to inspire others on www.theapextribe.com

mkritzinger Does anyone have a question for @LauraHorton1 on this topic? #theapexshow

mkritzinger Ding Ding end of round FIVE #theapexshow all unanswered questions will be answered at the end



mkritzinger This ends our 5 rounds of #theapexshow now there is a general Q&A for 15 mins to ask @LauraHorton1 re TCO

mkritzinger @LauraHorton1 Describe the personality/qualities of a TCO? #theapexshow

LauraHorton1 @mkritzinger #theapexshow TCO must be a people person, work well on own and in team, MUST believe in the

LauraHorton1 @mkritzinger #theapexshow dentistry their practice provides to patients

DentalAngels @laurahorton1 @mkritzinger fewTCOs contacted us recently,but not practices 2put them, any ideas increasing awareness of th role?#theapexshow

LauraHorton1 @DentalAngels #theapexshow we need to educate dentists and TCO’s. Dentists like to recruit from within their team too

LauraHorton1 @DentalAngels #theapexshow I am gathering case studies and promoting the role as much as possible – its about the

LauraHorton1 @dentalangels #theapexshow practice having a shift in their direction too and being a forward thinker! Practices do like to recruit from within

LauraHorton1 @dentalangels #theapexshow as they know the TCO personally and feel OK about delegating this vital role to them – unless a TCO can say they

LauraHorton1 @dentalangels #theapexshow have had training who knows what their previous role entails and if it will fit in a new practice
DentalAngels @LauraHorton1 #theapexshow Fantastic – I was a TCO and loved it would love to raise awareness!

sylviesturrock #theapexshow the training for 2 days is that just the TCO or whole team?

LauraHorton1 @sylviesturrock #theapexshow It is great if the whole team can embrace the positive change in the practice
LauraHorton1 @sylviesturrock #theapexshow and be present for the implementation of this vital role

mkritzinger GONG! That’s the end of this week’s #theapexshow I hope you enjoyed it – please join us for the next one http://tiny.cc/schedule17

DentalAngels @laurahorton1 @mkritzinger That was great, thanks Laura and Marita #theapexshow

RichardCharon #theapexshow. jst a comment. v. smart use of web 2.0. Brilliant. Well done all !
sylviesturrock RT @RichardCharon: #theapexshow. jst a comment. v. smart use of web 2.0. Brilliant. Well done all !

Crownspsd That was good fun. #theapexshow. worked well.



RichardCharon #theapexshow. Excellent use o f web 2.0 everyone. Brilliant!!



LauraHorton1 #theapexshow Thank you everybody have a good evening



mkritzinger and thanks to @LauraHorton1 for being a brilliant guest on #theapexshow



mkritzinger #theapexshow thanks to everyone who followed and asked questions tonight!



mkritzinger I uploaded a YouTube video — One small tweet, one giant leap for #theApexShow! http://youtu.be/RVtTSr0A2L4?a

#theapexshow: How do patients typically respond to a TCO?

Laura Horton: A part of my training is to teach TCOs and the team about the personality groups of patients. I use the DiSc system. We all fall into one of these categories and it is important that we understand how to communicate with the patient we have in front of us. I teach the TCO how to spot this patient too.

The role of the TCO is about building relationships with the new patient. If we ask ‘D’ characters how something affects them, you are not going to build a relationship with this person. ‘D’ characters are factual, quick decision makers and want to be dealt with quickly. An ‘I’ character is completely different. To build a relationship with a patient you need to know how they think so you can communicate effectively. Effective communication is the key.

The new patient leaves feeling like they have not only made a new friend at times but that the dentistry in the UK has changed and that your practice is at the forefront of this. The patient knows that the TCO is the person that they can come to at any point in time and they will be on their side to help them find solutions to their needs.

Watch this video of a Treatment Coordinator, being interviewed about her role as a TCO: