BIRMINGHAM The 100 - Manager's Workshops for client members only

Sheila Scott trained in Psychology and Marketing and spent 28 years as a business consultant, coach, trainer and mentor, helping practices develop and profit.

Almost every project started with an in-depth examination of the needs and wants of the recipient of services – the patients of each practice. Services and communications were tailored to – profitably - deliver exactly what patients were asking for and could tell their friends about. A time honoured and simple philosophy in action and the subject of a highly successful, but now out of print wee book ‘Putting Health at the Heart of your Practice’.

Sheila has been retired for 7 years but has agreed to come out of retirement to remind us of what it is that patients really do want from dentistry, and to discuss strategies for making absolutely sure that our dentistry is seen to be the best possible match to these wants.

This year, Sheila has enlisted the help of a small number of practices to check that her register of ‘what really matters’ to patients is bang up to date and will be presenting the results of patient surveys throughout the last three decades – but particularly, those from 2024.

In light of the data and drawing on her experience working with practices over the last three decades, Sheila will then discuss how practices can best plan for future patient care and communications to ensure the happiest of patients, likeliest of ambassadors for the practice and the highest acceptance of advice from the practice for individual patient's dental health, function and appearance.

Outcomes

• The key determinants of happy patients – and the key pitfalls
• Measuring and monitoring how individual practitioners are satisfying patient's wants
• Improving patient satisfaction - strategies to ensure that you impress more patients in key areas of the practice
• Building on success - how the most appreciated practices take advantage of great patient scores
  
  In detail

Clinical essentials

• building value in every patient appointment – re defining communications
• reclaiming the focus on health to keep patients coming back
• revisiting and communicating about prevention
  

The nonclinical essentials

• Some little things that reduce patient appreciation and some big things where many practices miss a trick
• Good and bad language in dental practices