#theApexShow 18 February 2010: Laura Horton – Treatment coordinator role

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


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



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



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


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



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

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @mkritzinger Good evening -It is an honour to be doing the first ever #theapexshow Thank you for asking me!!



Face2_normal sylviesturrock #theapexshow – here we go!! Best of luck Laura



Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @RichardCharon #theapexshow Thanks for joining in Richard



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



Funnyface_normal mkritzinger @LauraHorton1 What is a Treatment Coordinator? #theapexshow

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @mkritzinger A TCO = a team member who sees all new patients (NPs) for first appointments #theapexshow

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @mkritzinger A TCO ‘sells’ the practice and its treatments to every NP #theapexshow

Laura__horton__by__catchlight_art_photography__6__normal 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

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


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


Richard_charon5_normal RichardCharon #theapexshow. How RU finding patient acceptance of TCOs?

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @RichardCharon That is a good question and is answered in round three so stay tuned #theapexshow


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


Funnyface_normal mkritzinger @LauraHorton1 Round two:  How can a TCO benefit a dental practice? #theapexshow
Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @mkritzinger TCO takes customer service to new level, takes non clinical time from dentists + increases revenue #theapexshow

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


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



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

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @Mouldjon #theapexshow Yes they do, but the dentist still has to legally explain the TMT plan and risks, the TCO role

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @Mouldjon #theapexshow is more about the beginning and the relationship building aspect, plus selling the skills you own


Richard_charon5_normal RichardCharon #theapexshow OK. Are TCOs being paid a flat salary or on cmmison or flat rate + bouns per £ converted?

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @RichardCharon #theapexshow it depends on where you are based regarding the salary, I always advise the entire team to be incentivised though
Face2_normal sylviesturrock #theapexshow – when I was a TCO it was salary plus % of revenue income

Laura__horton__by__catchlight_art_photography__6__normal 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

Richard_charon5_normal 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?

Laura__horton__by__catchlight_art_photography__6__normal 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
Richard_charon5_normal RichardCharon #theapexshow. I really meant tht a 1st meet out of the practice is not a good idea IMHO

Face2_normal sylviesturrock @RichardCharon #theapexshow yes i agree there Richard

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @RichardCharon #theapexshow If you have a consultation room that should always be used, practices that use a coffee shop = their only option



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


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

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @mkritzinger Patients like TCOs because they = friendly, honest, informative and give them a ‘try before you buy’ appointment #theapexshow
Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @mkritzinger TCOs change the old stigma that dentistry is an uncaring profession – we do care and patients see that! #theapexshow

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


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



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


Twitterprofilephoto_normal Mouldjon #theapexshow is it a usually adental nurse who takes on role of tco? Or can reception staff take on roll?
Laura__horton__by__catchlight_art_photography__6__normal 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..

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @Mouldjon #theapexshow you should be communicating to them (when they have been trained by yours truly that is!)


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



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



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

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @mkritzinger You need be people-focused, have dental knowledge and thorough understanding of your practice to be a TCO #theapexshow
Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @mkritzinger TCOs do not recommend treatment – they listen to the patient and show what solutions the practice has to offer #theapexshow

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


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



Avatar_normal Crownspsd #theapexshow hi, is a TCO the sales person/marketer of the practice.
Laura__horton__by__catchlight_art_photography__6__normal 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
Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @Crownspsd #theapexshow in marketing they can be and this would be built into their role description, TCO’s are great at networking!!



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


Funnyface_normal mkritzinger @LauraHorton1 Round 5: What is a typical ROI a dental practice can expect when hiring a TCO? #theapexshow
Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @mkritzinger Practices that follow all my systems + use verbal skills, often have a 40% revenue inc in month 1 = instant ROI #theapexshow

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


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


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


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



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


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

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @mkritzinger #theapexshow TCO must be a people person, work well on own and in team, MUST believe in the

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @mkritzinger #theapexshow dentistry their practice provides to patients



Ls_2424_angel_face_normal DentalAngels @laurahorton1 @mkritzinger fewTCOs contacted us recently,but not practices 2put them, any ideas increasing awareness of th role?#theapexshow

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @DentalAngels #theapexshow we need to educate dentists and TCO’s. Dentists like to recruit from within their team too

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @DentalAngels #theapexshow I am gathering case studies and promoting the role as much as possible – its about the

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @dentalangels #theapexshow practice having a shift in their direction too and being a forward thinker! Practices do like to recruit from within

Laura__horton__by__catchlight_art_photography__6__normal 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

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @dentalangels #theapexshow have had training who knows what their previous role entails and if it will fit in a new practice
Ls_2424_angel_face_normal DentalAngels @LauraHorton1 #theapexshow Fantastic – I was a TCO and loved it would love to raise awareness!


Face2_normal sylviesturrock #theapexshow the training for 2 days is that just the TCO or whole team?

Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @sylviesturrock #theapexshow It is great if the whole team can embrace the positive change in the practice
Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 @sylviesturrock #theapexshow and be present for the implementation of this vital role


Funnyface_normal 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


Ls_2424_angel_face_normal DentalAngels @laurahorton1 @mkritzinger That was great, thanks Laura and Marita #theapexshow


Richard_charon5_normal RichardCharon #theapexshow. jst a comment. v. smart use of web 2.0. Brilliant. Well done all !
Face2_normal sylviesturrock RT @RichardCharon: #theapexshow. jst a comment. v. smart use of web 2.0. Brilliant. Well done all !


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



Richard_charon5_normal RichardCharon #theapexshow. Excellent use o f web 2.0 everyone. Brilliant!!



Laura__horton__by__catchlight_art_photography__6__normal LauraHorton1 #theapexshow Thank you everybody have a good evening



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



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



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

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