Progress: 0 of 0
ProgrammeAccess and vision›
✓
Onboarding call complete✓
Vision plan confirmed with line manager and shared with management✓
Place on programme confirmed✓
Access to online training programme complete and programme videos toured HR & adminSetup tasks›
✓
Monday 1:30pm blocked for weekly TCO meeting✓
Welcome letters and emails updated✓
Induction document reviewed with line manager✓
Job description reviewed with line manager and skills gaps identified✓
Practice email set up (TCO name @) and access confirmed✓
Website updated with TCO name, photo, and role✓
TCO meeting system agreed with management
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DailyDaily duties›
✓
Practice cleanliness and clutter checked throughout the day✓
Diary coordinator role active — correct block bookings in place✓
Morning huddle prepared and delivered✓
New patient trackers updated✓
New leads checked and followed up per the system✓
Finance applications processed, checked, and added to software✓
NP aftercare letters sent WeeklyWeekly duties›
✓
Weekly meeting with principal/PM held — follow-up updates, recall patients, Google reviews discussed✓
All consultation forms, options meeting forms, and checklists reviewed for correct completion✓
All tracking grids reviewed — follow up leads, treatment acceptance, action points confirmed MonthlyMonthly duties›
✓
Conversion grid completed for prior month — quarterly, half-year, and year wrap-ups included✓
Outstanding treatment reports printed and cross-checked against follow up grid✓
Conversion data reported to each dentist — wins, losses, and figures discussed
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DocumentsCore documents›
✓
Pre-data exercise complete✓
"How much time do I need" exercise complete✓
FAB document complete — benefits listed first for every treatment✓
USPs document complete — practice, treatments, and each dentist✓
DISC reviews complete — team and self-assessment done✓
Triage flow chart complete✓
Opening scripts written for each appointment type✓
Patient information leaflets reviewed and amended✓
Smile questionnaire saved and ready for use✓
TCO prep checklist complete✓
Before and after photo portfolio organised — location known and accessible
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CommunicationLive communication skills›
✓
Opening script in use and adapted to patient type at each appointment✓
Benefits delivered first — features and advantages only when patient asks✓
4 relevant USPs selected and delivered per patient✓
DISC personality type identified and communication style adapted✓
Verbal proof stories used with before and after photos at the right moment✓
Objection handling in use: clarify → empathise → overcome (feel/felt/found)✓
Triage flow chart followed for all new patient enquiries✓
Morning meeting prepared, delivered, and targets tracked with the team
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SystemsDiary and systems›
✓
Free consultation start date confirmed✓
Diary zoned — 60-minute free consultation slots set up✓
SMS reminder service enabled — triggers 72 hours before appointment✓
Confirmation call system in place — 24-hour call script ready✓
New patient letter template ready to post on booking✓
Treatment planning time blocked in diary when options meeting is booked✓
Options meeting system defined and agreed with dentists✓
Follow up tracker and treatment acceptance tracker in place ResourcesMaterials and manuals›
✓
Free consultation form saved✓
Typodonts in place for demonstrations✓
Before and after photo portfolio organised and accessible✓
Visual aids prepared for each treatment type offered✓
Free consultation manual reviewed and updated Same-dayRoom preparation›
✓
Patient notes reviewed — reason for visit and drink preference confirmed✓
PowerPoint and visual aids set up for this patient's specific concern✓
Consultation form, MH form, smile questionnaire, and GDPR consent placed in room✓
Patient's drink prepared and ready in the room before arrival✓
Room clutter free, enough chairs, air freshener on✓
Thank you card or letter printed, ready to post first class while patient completes forms
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Step 1Arrival and welcome›
✓
In reception 10 minutes before patient — no distractions, phone not answered✓
Patient spotted and greeted with smile, handshake, and correct introduction✓
Practice tour given, team members introduced on the way to the consultation room✓
Patient seated with drink, forms explained, left to complete for 5 minutes✓
Thank you card or letter posted first class while patient completes forms Steps 2–6Consultation delivery›
✓
Step 2 — Interview: long-term goals confirmed, emotional needs explored, budget established✓
Step 3 — Demonstrate: visual aids shown lowest-fee first, benefits only at this stage✓
Step 4 — Validate: verbal proof story with before and after photos — pause after post-op photos✓
Step 5 — Negotiate: ballpark quote, finance discussed, comprehensive assessment recommended✓
Step 6 — Close: next step explained, "what would you like to do next?" asked AfterBooking, notes, and follow up›
✓
Next appointment booked in the room — options meeting pre-booked at the same time✓
Estimate printed and signed, consent form signed, deposit collected at front desk✓
Consent for photographs completed✓
Full clinical notes written: goals, DISC type, MH, budget, objections, social history, leaflets given✓
New patient tracking form completed and trackers updated✓
Patient placed in follow up system if not booked — call scheduled
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SystemsDiary and systems›
✓
Diary zoned for initial consultation (TCO and dentist same day)✓
Initial consultation form saved and ready✓
SMS reminder service enabled — 72 hours before appointment✓
New patient letter or brochure posted on booking✓
Intraoral scanning system defined and documented✓
Gum health / relevant presentation slides prepared✓
Initial consultation manual created✓
Role clarity confirmed — communication process agreed if multiple clinicians involved Same-dayRoom preparation›
✓
Consultation room checked — not been used, housekeeping confirmed✓
Patient notes reviewed — reason for visit and drink preference noted✓
Patient drink prepared and ready✓
Consultation form, MH form, smile questionnaire, and GDPR consent placed in room✓
Thank you letter or card printed, ready to post while patient completes forms
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WelcomeArrival and introduction›
✓
In reception 10 minutes before patient — no distractions✓
Patient greeted with smile, handshake, and tour — 5 practice statements prepared for the journey to the room✓
Patient seated, forms explained, left to complete — thank you letter posted first class ConsultationInterview and handover›
✓
Long-term goals confirmed, questions 1–7 on consultation form completed✓
4 relevant USPs delivered after question 8✓
Dental anxieties, dental history, and referral source recorded (page 3 of form)✓
Dentist fetched — emotional handover delivered, patient goals and concerns summarised✓
TCO present during clinical assessment and supports options meeting if required same day AfterRecords and notes›
✓
Photography, intraoral camera, scanning, and radiography taken as required — all filed correctly✓
Clinical notes written — goals, DISC, MH, social history, next steps documented✓
New patient tracking form completed and trackers updated
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SetupOnline systems›
✓
Online diary set up with virtual consultation slots✓
Automated booking confirmation in place (if required)✓
Zoom account set up — confirmation email template with Zoom link ready✓
Presentation slides prepared — correct slide identified for each stage✓
Process in place to cancel appointment if patient does not send photos in advance
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Before callPre-call preparation›
✓
Patient photos received and reviewed✓
Zoom logged in and ready before patient joins — patient must never wait✓
Correct slides open on screen On the callVirtual consultation delivery›
✓
Consent to record Zoom call obtained at the start✓
Full 6-step consultation delivered: goals, rapport, 4 USPs, budget, visual aids, proof story, investment, next step✓
Patient supported with Zoom if needed — confident to guide them through the platform After callNotes and follow up›
✓
Zoom recording emailed to patient✓
Notes updated: goals, DISC, budget, objections, gum health, next steps✓
New patient tracking form completed✓
Patient placed in follow up system if not booked — follow up call scheduled
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SchedulingDiary and preparation›
✓
Treatment planning time blocked in both TCO's and dentist's diary — booked at the same time as the options meeting✓
Treatment planning form and checklist ready✓
Patient charting, radiographs, photos, scans, and study models collated in advance✓
Finance calculator open and options prepared
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MeetingTreatment planning session›
✓
Planning session held with dentist — periodontal, restorative, endodontic, whitening, ortho, and implant all covered✓
Treatment plan entered on software: separate plans, charted correctly, planned in quadrants, correct fees and times, allocated to correct dentist✓
ETPs on software — estimates, consents, and PowerPoint created✓
Finance options calculated and ready for options meeting✓
Implant coordination checkpoint booked approximately one week before placement (surgical patients)
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Pack prepOptions meeting pack›
✓
PowerPoint created with patient photos and correct treatment information✓
Two copies each of estimates, consents, and report collated into pack✓
Finance calculations ready✓
Correct information sheets and consent/advice sheets for all treatments✓
Visual aids and before and after photos matched to the recommended treatment plan✓
Alternative treatment options planned and ready to discuss if patient declines RoomSame-day room setup›
✓
Dental software on correct patient, PowerPoint ready on screen✓
Room clutter free, three chairs, tissues, air freshener, refreshments ready
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MeetingOptions meeting delivery›
✓
Handover roleplay completed with dentist before patient arrives✓
Concerns presented: EO/IO, periodontal, teeth, cosmetic — patient asked for questions before moving on✓
Recommended treatment presented — benefits first, then alternatives, then risks✓
Investment confirmed, time frames explained, next steps agreed✓
Appointments booked, consent forms signed, payment taken or finance arranged, membership set up✓
Patient placed in follow up system NotesClinical documentation›
✓
Notes: problems discussed and what would happen if left untreated✓
Notes: recommended plan, benefits, guarantees, patient questions and answers✓
Notes: alternatives including doing nothing, risks of chosen option, fees, objections and responses
Progress: 0 of 0
SystemsFollow up system setup›
✓
Follow up tracker and grid set up — colour coding, all tabs, and column rules understood✓
Follow up schedule defined: 3 days (call) → 3 weeks (call) → 3 months (letter)✓
3-month letter template ready✓
Outstanding treatment report system set up — completed monthly✓
Treatment acceptance tracker in place✓
CRM set up and in use for lead tracking
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Active follow upLive follow up duties›
✓
All new patients and options meeting patients entered in follow up grid✓
Grid reviewed daily — calls made to any patient whose journey has stalled✓
Follow up calls made at correct intervals with right verbal skills — calls scheduled and kept✓
Labs and referring clinicians liaised with as required✓
Conversion grid updated and reported to each dentist monthly✓
Final review appointment scheduled — celebration card and gift ready
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Room setupEnd of treatment preparation›
✓
Computer on with pre-op photos ready on screen✓
Flowers ready for patient✓
Champagne and glasses set up on table✓
Thank you card signed by whole team with before photos inside HR (month 5+)Capability sign-off›
✓
Capability documents amended for each workflow✓
Manuals and capability document reviewed with line manager✓
Line manager has observed and signed off all capabilities
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AppointmentEnd of treatment delivery›
✓
Final appointment scheduled for the correct duration✓
Patient feedback requested confidently✓
Testimonial and Google review obtained from patient✓
Recall appointments booked before patient leaves✓
Conversion grid updated — outcome reported at next management meeting
