In the fast-paced environment of a dental practice, ensuring seamless communication and optimal patient care is paramount. Enter the patient care coordinator (PCO)– a key role that significantly enhances the patient experience and practice efficiency.
A PCO serves as the bridge between the clinical team and patients. From the initial consultation to post-treatment follow-ups, they can help manage the entire patient journey. The role involves explaining treatment plans, discussing financial options, answering any questions patients might have and, where necessary, confirming information with the clinical team, thereby alleviating anxiety and building trust.
PCO or TCO?
While both "Treatment Coordinator" (TCO) and "Patient Care Coordinator" (PCO) refer to the same essential role, we prefer "Patient Care Coordinator" because it emphasises our commitment to the patient's overall care. This includes facilitating treatment uptake, but it also encompasses a broader focus on ensuring a smooth, comfortable, and informed patient journey. We believe this term is more reassuring for patients, highlighting our dedication to their holistic care.
Ultimately, both terms aim to enhance the patient experience and contribute to the success of the dental practice. Whether you choose PCO or TCO, the fundamental goal remains the same: to provide exceptional care and support to every patient.
Having a dedicated PCO brings numerous benefits to a dental practice:
- Improved case acceptance: By clearly presenting treatment plans and financial options, PCO’s help increase acceptance rates, contributing to the practice’s growth.
- Streamlined daily operations: With a PCO handling administrative tasks and patient communications, clinicians can focus more on clinical work, reception teams can focus on diary management resulting in improved overall practice efficiency and ensuring a smooth patient journey.
- Personalised patient care: PCO’s build strong relationships with patients, providing a consistent point of contact and personalised care that improves patient loyalty and satisfaction. Not only this, but the existence of the role can help to demonstrate to the CQC the commitment of the practice to a patient-centred approach to care.
- Improved patient attendance: Regular follow-ups and reminders from a PCO help ensure patients adhere to their appointments, reducing short-notice cancellations and missed appointments.
Incorporating a PCO into your practice not only enhances patient care but also boosts the practice's productivity and profitability. The role is indispensable in creating a supportive and efficient environment where both patients and the dental team can thrive.
For those practices looking to elevate their service and streamline operations, the addition of a PCO is a step in the right direction. Investing in this role is investing in the future success of your practice.
