Many dental practices are starting to employ Treatment Care Coordinators (TCOs) as one point of contact for patients. It is proving to help dentists streamline their services for better efficiency but also ensures patients have continuity before, during and after treatments.

What is the role of a TCO?

The role of the Treatment Care Coordinator (TCO) is many faceted. As well as taking pressure off the dentist, their role is to also look after patients and help with their treatment plans. Whereas in the past, a patient would discuss the details of their treatment, including fees, with the dentist, a TCO is now able to take on this responsibility. This not only means the dentist has more time to focus on carrying out the treatments, but patients are able to build a relationship with the TCO as one point of contact.

The duties of a TCO include:

• Managing the patient’s journey.
• Treatment presentation, i.e. explaining the ins and outs of all types of treatments.
• Discussing treatment plans with all patients.
• Following up on treatments performed with patients.
• Advising patients on the cost of treatment.

At our award winning dental practice in Essex, we have a highly knowledgeable team of friendly professionals. We recently chatted to Sarah, our new TCO, about her role.

How long have you been a TCO at The Essex Smile Centre?

I actually started at The Essex Smile Centre in March 2020 as a dental nurse but was promoted to the role of TCO in August 2020.

How does your previous dental nurse role help with your TCO role?

I had been a dental nurse for 11 years before taking on the role of TCO and I strongly believe that the skills and knowledge I gained as a dental nurse have helped me enormously in being a good TCO. I really think it would be difficult to do this role without extensive dental knowledge and experience.

Why should a dental practice have a TCO?

I think it’s beneficial for patients coming to the practice to have one main person as their point of contact. It’s someone they can discuss treatment types, treatment plans, length of treatments and cost of treatments with in confidence. They can ask any questions they wish, and we can help to allay their fears or nervousness. We call it the VIP experience here and it is proving very beneficial for patients and everyone at the practice.

What are the benefits of having a TCO to the patients?

We offer our patients a VIP service; they feel important and cared for. Having just one person, along with the dentist, that understands their treatment, what it involves and can help them get through it is really important for our patients.

What three qualities do you believe a great TCO should have?

• Able to listen and talk to patients based on their socio-economic status
• Extensive dental knowledge
• The ability to be understanding, sympathetic and empathic

At our award winning dental practice in Essex, we truly believe that Sarah’s role of TCO is hugely beneficial to our patients, and our dentists.