The Patient Journey Design Programme
Where Excellence Becomes Habit
This exclusive training programme is where your team's good clinical skills are refined into exceptional patient experiences through service design, advanced psychology-based communication and proven team development strategies.
Patient journey design focuses on people: your patients and your team, carefully designing touchpoints and interactions to lead to exceptional patient experiences.
This exclusive training programme combines service design, advanced psychology-based communication with proven team development strategies, creating unified practices that patients rave about and refer to.
The Real Cost of a Poor Performing Team
Never Reach Full Potential - People are critical to a service based business and the best clinical skills are not enough for the practice to reach it's potential.
Loss of Income - Missed treatment uptake, poor scheduling, and inefficiency reduce room production.
Increased Staff Turnover - Inconsistent service creates a risk to your ongoing reputation which hinders word of mouth and patient retention.
Wasted Resources - Time, energy and resources that are used to recruit, train or correct issues is lost time that could be spent on growing the business and enhancing your performance.
The Patient Journey Design Programme
Our Most Comprehensive Transformation Programme
This exclusive training programme combines advanced psychology-based communication with proven team development strategies, creating unified practices that patients rave about and refer others to.
The programme begins with Insights Psychometric Profiling for self-discovery, moves into patient journey design, and culminates in communication mastery training for your entire clinical team.
Investment: Starting from £5,497
Your programme is customised based on your team size, development goals, and the level of hands-on facilitation and coaching that will deliver the best results for your practice.
Schedule Your Strategy Call!Designed for Lasting Transformation
After years of studying how behaviour truly changes and learning becomes embedded, this programme is strategically designed as a blended learning experience that maximises retention and real-world application.
Programme Duration
Typically 6 months, customised based on your team size and goals. All sessions are scheduled upfront, so you'll have complete timeline clarity from day one. After completing the core programme, you can continue refining your skills through our online platform or optional workshops and coaching.
You are unique, your patients are unique, and your development and ongoing support will be structured to your needs.
In-Person Intensive Training
Dynamic, interactive sessions delivered directly to your team in your practice environment. Real-time coaching, role-playing, and immediate feedback ensure concepts are understood and practised correctly from day one.
Workshops or Coaching
To deliver the patient communication mastery piece, we explore the colour energies again, but this time in connecting with patients and each clinician will have an opportunity to learn and master treatment presentation skills.
Online Training Videos
Comprehensive video library for ongoing reference and skill refinement. Detailed modules covering every aspect of the programme, allowing team members to revisit key concepts and techniques whenever needed.
Interactive Workbooks & Resources
Structured workbooks with practical exercises, reflection prompts, and implementation guides. Designed to support continuous learning and ensure new behaviours become ingrained habits over time.
This multi-modal approach recognises that sustainable behaviour change requires both initial intensive learning and ongoing reinforcement.
The combination of in-person delivery with comprehensive online support creates the perfect environment for lasting transformation.
The Triple Win Impact
Our proven methodology creates sustainable success through three interconnected outcomes:
Patient Wins
- Reduced anxiety and stress
- Better understanding of treatment options
- Improved health and treatment outcomes
- Genuine sense of being valued and heard
- Confidence in treatment decisions
Team Wins
- Enhanced job satisfaction and purpose
- Improved communication and collaboration
- Reduced workplace stress and conflict
- Professional development and skill growth
Business Wins
- Increased case acceptance rates
- Higher patient retention and referrals
- Improved practice profitability
- Enhanced practice reputation
- Resources to invest in team development
Founder and Lead Trainer
Flora Couper RDH
Flora is a specialist in patient education and communication training, with a passion for helping clinical teams connect with their patients in meaningful ways.
As an Insights Discovery accredited practitioner, Flora brings a behaviourally-informed approach to learning and development. She understands that effective communication starts with understanding how different people think, process information, and make decisions.
With hands-on clinical experience (including as a dental hygienist) and years of training teams across dental, aesthetic, and medical practices, Flora bridges the gap between clinical excellence and patient connection. She translates complex communication principles into practical frameworks that teams can implement immediately.
Flora's philosophy is simple: When teams communicate with clarity, confidence, and care, everyone wins.
"I've seen too many talented dentists and individual team members struggle because of poor team dynamics and operations they are working within. Given the high-pressure environment that dentistry can be, it is critical to create a solid infrastructure, good team dynamics and positive team culture before you can truly deliver a high level of care and service to your patients. This programme covers the heart of practice development because it considers people first; you, your team and your patient!
Be the high-performing team that you know will make it all worth it!!
The Service Design Touch Points
There is a large amount of detailing within each of the touch points required to implement a robust and highly polished service to your patient. Below will provide you with some of the insights of each stage.
Awareness Stage
Are you known? What are you known for? What is your reputation? What do you want to be known for? What do you need to develop?
Do you have a marketing plan? Is it outsourced or is it an internal business process? How do you measure it?
Marketing can be mind-boggling and you could outsource aspects of it if it’s an area you can’t commit to learning, but regardless of how you do it two main objectives you need to achieve are that you are trustworthy and that you solve a problem that they have, or you offer something they desire. Your people ideally should be involved in marketing your business.
Pre-joining Stage
How are calls handled? What details are collected? What vital information should be passed to the clinical team? How do you manage e-mail or social media enquiries?
Do you have a system to prioritise treatments and patients? Do you have information to help new patients be prepared for their visit?
The front-of-house team doesn't need to be clinical experts, but they absolutely should be comfortable and confident to frame the clinical consultation and answer any questions the patient has about the next stage.
Joining Stage
How do you prepare for this Very Important Patient? How do your team prepare for the patient's first visit? Have you walked in their shoes?
What do you know about this person other than their name and medical history? Do you know the chief concerns before meeting them? Do you know how they found you? Do you know why they selected you?
It’s time to roll out the red carpet and have a good conversation with this person who has selected you to care for them.
Communication and listening are vital; when patients are truly heard, they feel more comfortable and are more open to listening to your recommendations, and it is essential to build trust.
Delivering a new patient consultation is both a skill and an art, and once you master that and have the business structure to enable it, you will see a transformation in your treatment acceptance.
Using Stage
How do you educate your patients? How do you present your treatment plans? How do you validate that the treatment they received was excellent? How do you keep raising the bar to make them feel special? How do you handle any complaints?
How do you retain these patients? How do you follow up on optimum treatment plans that the patient declined or postponed at the beginning? What systems do you have in place to enable this follow-up?
Do you have a process to thank patients who refer new patients to you?
A new patient requires more energy and time and will likely require larger treatment plans with a higher investment, and they are building trust with you all the while and so care and attention are required from the whole team.
Investing your energy, time and resources to create an amazing new patient experience will support you to drive patient success and acceptance of your treatment plans.
Once a new patient has gone through their initial phase of treatment, it is critical that the transition to maintenance care is managed and delivered with the same high level of care and attention.
Never be complacent and keep raising the bar to encourage your patients to be your ambassadors and recommend their friends and family to you.
Leaving Stage
Do you have a process for when a patient leaves you? Do you have a way of following up on patients you haven’t seen for a while?
Do you make them welcome to come back or do you just make them inactive on your patient software?
It’s a process that most businesses don’t think of, but it’s an important one to have in place so that you accept their decision to move and simultaneously welcome them to return.
Aim to leave a good lasting impression that may result in them speaking positively about you, and should they be underserved elsewhere, they will feel comfortable returning to see you.
Who is this course designed for?
Does this course cater for the business needs?
Is there any one-to-one support?
Can I pay in installments?
Does the course provide verifiable CPD?
Want to Improve Your Patient Experience Without the Full Programme?
Not every practice needs a complete journey redesign right now. Whether you're testing the waters or focusing on one specific touchpoint, we have options that fit where you are:
