The Patient Journey Design Programme
Where Excellence Becomes Habit
Transform your dental practice into a powerhouse of patient excellence and team synergy. This exclusive training programme combines advanced psychology-based communication with proven team development strategies, creating unified practices that patients rave about and refer to.
Patient journey design places a focus on people; your people, your patients and on helping dental practices and clinics grow and build their business through systemising every process that your patient interacts with.
Using the principles of Service Design there are five stages within any business, and I help you to create systems within these stages to create the best patient experience and one that optimises care, service and business results.
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.
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 What about e-mail or social media enquiries?
Do you have a system to prioritise treatments and patients? Do you have information to help new patients to be excited to visit you?
There is so much detailing of the business team person’s role and finer detailing will enable you to have excellent processes that connect to the clinical aspect of the patient experience.
Ultimately, it is ideal to have the business team so well-rehearsed in every scenario that the clinical team only focus on clinical aspects of care.
Joining Stage
How do you prepare for this Very Important Patient? How do your team prepare for the patients 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 chief concerns prior to 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 art and once you master that and have the business structure to enable it you will see a transformation in your case acceptance.
Using Stage
How do you communicate your treatment recommendations? 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 is 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 they are moving but that they are welcome back.
People sometimes feel awkward going back to a business they have left and the biggest service you can do for them and your business is to make sure they know they are welcome back anytime.
They are more likely to speak positively about you and should they be underserved elsewhere they will feel comfortable returning to see you.
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: Bespoke pricing based on practice size and goals
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.
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.
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 Formula
Our proven methodology creates sustainable success through three interconnected outcomes:
Patient Wins
- Reduced dental anxiety and stress
- Better understanding of treatment options
- Improved oral health 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!!
