Practice feature Continued »
who is in charge of the clinic’s PR and marketing, has a back- ground in five-star hotels and arranged for the staff to be trained in five-star service as well as exposed to a five-star environment. In addition to a tailor-made
service delivery workshop carried out at the clinic by a Hospitality Consultant, the team was also treated to a tour and customised training at the Sheraton Grand Hotel and Spa in Edinburgh. The practice manager, Valerie, spent time with the front of house staff to pick up ideas to take back to the clinic, while the hygiene and nursing team received a customer journey induction at the award-winning One Spa at the Sheraton, which provided the inspiration for their own customer introduction. When a patient attends
the clinic for the first time, they are offered a full tour of the facilities, including areas such as the LDU if they wish, in order to give them a full picture of the care that has gone into providing their dentistry. They will then sit down with David and Grant to ascertain what their expecta- tions are and whether they are realistic, both in a clinical and financial sense. Using Kodak’s R4 Communi-
cator, the specialists can show patients detailed animations of procedures, which they can also be emailed to explain to relatives and also to get a second look in the comfort of their own home. David and Grant are committed to full transparency of treatment and, importantly, finance. Patients and referring dentists are fully informed of what a treatment plan will involve, what is to be paid and when. They promise no additional
extras with the only item on their price list with a “Prices from…” line being their tooth whitening treatments, and this is only because there are three options. David explained that trans- parency and openness at this
for single tooth implants. This will involve David placing the implant and then handing the patient back to the GDP for them to take the impression and fit the crown. This programme has been highly successful down south,
“Patients and referring dentists are fully informed of what a treatment plan will involve”
stage will mean a better patient journey and a more construc- tive relationship with their referring colleagues. David and Grant both
acknowledge that the relation- ship with referring dentists is crucial to their success and, to this end they are working with Ankylos to provide a refer and restore programme
as it makes referring prac- titioners implant-aware, as well as generating extra income for dentists. Working closely with refer-
ring colleagues in genuine clinical collaboration, David, Grant and the team at Vermilion aim to build long and fruitful relationships with their dental colleagues.
38 Scottish Dental magazine
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