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Map your perfect patient journey

The Institute of Dental Business

Friday, 29 September 2017 from 09:00 to 17:00 (BST)

Map your perfect patient journey

Ticket Information

Ticket Type Sales End Price Fee VAT Quantity
Dentist or Practice Owner 25 Sep 2017 £250.00 £9.24 £51.85
Hygienist, Therapist, Technician FD 25 Sep 2017 £150.00 £5.74 £31.15
DCP, Practice Manager, Receptionist 25 Sep 2017 £125.00 £4.87 £25.97

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Event Details

Maximal patient satisfaction requires on optimal patient journey


Do you want

  • More success?
  • More time/
  • More clinical freedom?
  • More money?
  • More patients
  • A more engaged team?
  • Rapid and sustainable results?


A key stepping stone to achieving this is mapping your perfect patient journey.

If "More than 60% of all complaints do not involve error"– Hopcroft and Sandujat 2001, this implies that they are a result of inadequate communication and customer care.

 "Up to 50% of customers who experience problems are not satisfied with how they are managed after the event" Levesque 2000

Imagine that you do have a clinical mistake, adverse outcome or non-clinical error in your practice, how could this be compounded in your practice if studies show that 50% of your patients will not be happy with how it is handled?

 "In many service industries only 5-10% of dissatisfied customers complain - the rest silently switch to a different service provider" Dube and Maute 1996 Sing1990

 If this is true in your practice what impact is it having on your appointment book and bottom line?


This workshop is one of our portfolio of specialist courses that are designed specifically to

  • Increase patient satisfaction
  • Increase patient numbers
  • Enable you to charge more
  • Reduce complaints
  • Improve patient care
  • Minimise medico-legal risk
  • Build an engaged, reliable and loyal team
  • Build confidence 
  • Increase the success of your practice


Dates Various throughout the year -please view Eventbrite for the next date.

 Venue Various- Please check Eventbrite for locations

 Time 9:00 – 17:00 (Registration 8:30- 8:45)

vCPD 8.0 hours

Lunch and refreshments provided.


What the day brings

Courses delivered by the Institute of Dental Business give you a refreshing approach to Dental Practice Management.


To give you tips and tools that are guaranteed to keep you safe
To give you a ROBUST framework, that will ensure that your shared decision making and consent processes are complete and compliant
To give you greater confidence when planning and delivering treatment and care


For you to have a plan and a framework to use with your team.
For you to reduce the medico-legal risks in your practice.
For you and your patients to have shared expectations.

Who will benefit this workshop?

  • Practice owners and partners
  • Associates
  • Foundation Dentists
  • Hygienists, therapist and technicians
  • Patient care-co-ordinators
  • Practice Managers
  • Dental nurses and receptionists
  • Anyone involved in the consent process and delivery of patient advise, care or treatment.


 “Great things in business are never done by one person. They're done by a team of people.”

Steve Jobs


What to expect from the day

  •  The day is designed to ensure that it provides you will excellent value for money and uses the principles of evidence based learning techniques. It will be mixture of informal lectures, self-guided learning and group discussions.
  • You will leave with bags of enthusiasm and confidence and lots of tips and tools you can implement immediately and will have a map for your perfect patient journey
  • If you chose to bring all your team, you will leave with a more committed, eager and supportive team who are more able to support you in the growth and development of the practice.
  • You will have strategies to minimise complaints and litigation, and increasing patient commitment.
  • Ways to ensure that that your patient is in the best position to make decisions about their treatment and care.
  • Increased treatment plan uptake
  • Increased referalls
  • Reduced complaints
  • This course has a limited number of delegates to ensure that you get individual attention, and your questions answered.


The main themes are:

  • The consequences of poor customer service
  • The benifits of awesome customer service
  • What is a perfect patient journey
  • Who is involved in a perfect patient journey
  • Mapping your perefct patient journey.


What will the difference be when I get back to practice?

  •  Your team will be stronger and more engaged
  • You and your team will be much more confident.
  • Your trust level will increase
  • Your patients will be more inclined to accept treatment and refer new patients
  • Your patients will be less inclined to complain or sue
  • You will feel safer and worry less.
  • treatment plan uptake, revenue and profits will increase
  • Improved team morale


“It was worth the money spent and can be implemented achievably.”

Dr Michelle Wyngaard – Principal dentist- Suffolk

 About your trainer:

 Your trainer and coach, Dr Jane Lelean, is the only dentist in Europe who has been accredited by the International coach federation as a Professional Certified Coach. Jane Currently works with Dentists and other entrepreneurs in UK, Europe and as far away as USA and Australia, helping them achieve more patients, more money, more time, a significantly better quality of life and achieving results in 3-6 months. Jane has a unique blend of experience and expertise combining her roles as a dentist, practice owner, commercial experience and coach.


“I have got everything I was looking for and most importantly I now have clarity and I know where I am going.” Dr C Reynolds, Principal Dentist, Eire


Frequently asked questions

 I don’t have time to do all this extra stuff, can’t I just do the dentistry?

Yes, I know many others have felt this way. What would happen if you drove from Land’s End to John O’Groats and were too focused on the driving to stop for fuel? Not stepping away from the tools, to develop your knowledge and skills will curb your potential or your practice to grow and fulfil its potential you will need to invest as much time and money into the non-clinical aspect of your practice as you have learning and developing your clinical skills. Investing in your team will enable you to keep focused on the dentistry.


“Interesting and inspirational to improve working methods.”

Maria Keady, Principal Dentist, Norfolk


Could I just send my Manager?

Yes, you could, if you are satisfied that your practice manager can convey in a practice meeting all that she has learnt over 8 hours. Are you sure that delegating Robust consent and shared decision making is the best way to mitigate risks? I would strongly encourage you to come with all your team.


“Very Inspiring”

Garrett MacEnri, Practice Manager, Co Fermanagh


I have never been sued, do I need to come?

That is great news, and what we also know is that litigation rates are rapidly increasing and patients become more litigious and the Dental Law partnership become more influential. We would like to keep your reputation in tact.


“Thank you Jane, for opening my eyes, before working with you I feel I was walking around with my eyes and ears shut, you helped and encouraged me during very hard times in my business. Because of your guidance, training, coaching and knowledge that you have given me, today I am much healthier and wealthier person.”

Forouzan Pessian, Prosthodontist, London


Can I bring my team?

I love your style, yes of course you can, it will make your life so my easier the transitions smoother and will save you time and money. Bring them all, nurses, receptionists, managers, hygienists, therapists, associates and your life partner and spouse too.


“Jane brings it to a level that everyone can understand. Thank You”

Zelda Palmer, Dental Nurse, Northern Ireland


View our terms of service on line here


If you have any questions that you want to ask Jane before you sign up

Call 07989 757 884


e mail

Do you have questions about Map your perfect patient journey? Contact The Institute of Dental Business

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When & Where


United Kingdom

Friday, 29 September 2017 from 09:00 to 17:00 (BST)

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The Institute of Dental Business

Today Dr Jane Lelean is a successful international dental business coach and trainer working with clients in 57 market sectors. With her background as a dentist and experience of running her own successful practice, she has a passion for working with dental practices and their teams. Jane works with clients all over UK, Eire, Europe and as far away as Australia.

Jane has an engaging, informal and inspiration style to her presentaions, which will enable tou to learn lots whilst having fun.

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