In clinic training

In-Clinic Training by Dental Professionals Who Walk the Talk, have been there and have the T-shirts.

We do not just teach theory at Horton Consulting—we train from real, hands-on experience. As dental professionals who have worked in the roles we train for, we understand the everyday challenges of running a smooth, patient-focused practice.

Our custom-designed, in-clinic training is tailored to the unique needs of your business and team. It provides practical, immediately applicable strategies that enhance your patient experience and team development.

Why Choose Our Training?

• Real-World Experience – We only teach what we have personally delivered in practice as team members
• Patient-Centred Approach — We aim to support your team in strengthening their communication, efficiency, and care to enhance the patient journey.
• Tailored for Your Team – Every training session is designed around your practice’s goals and challenges.
• On-Site and Hands-On – We work with your team in their working environment for maximum impact.
• Systems That Work – We do not just provide training; we create structured approaches, including verbal skills guides and conversation frameworks, to ensure consistency and confidence across your team.

Common Challenges in Dental Practices

1. Low Conversion from Enquiry to Appointment

   • Enquiries come in, but too many potential patients fail to book.
   • Front desk teams struggle with handling objections or explaining treatment options effectively.
   • Patients hesitate due to unclear communication or lack of confidence in the process.

2. A Stressed and Overwhelmed Team

   • Staff feel constantly under pressure, leading to burnout and low morale.
   • Lack of transparent systems means team members work reactively rather than proactively.
   • High staff turnover due to frustration and lack of support.

3. Queues at the Reception Desk and Phone Lines

   • Patients waiting too long to be greeted or checked in affects the overall experience.
   • Front desk teams simultaneously juggle phone calls, in-person queries, and admin tasks.
   • Missed opportunities as potential patients hang up due to long wait times.

4. Disorganised Operating Systems

   • Inefficient workflows lead to confusion and wasted time.
   • Lack of clear roles and responsibilities within the team.
   • Essential tasks are missed or duplicated due to poor communication.

5. Inconsistent Patient Journey

   • Every patient gets a different experience depending on who they speak to.
   • No standard approach to handling enquiries, presenting treatments, or following up.
   • Patients feel uncertain or less valued, reducing trust and retention.

6. Lack of Confidence in Conversations

   • Team members struggle to explain treatments or handle challenging patient questions.
   • Lack of verbal skills training means opportunities are missed to build rapport and trust.
   • Patients leave without a booking because they don’t feel fully informed or reassured.

Our 3-Step Approach: Consult – Train – Coach

We do not believe in a one-size-fits-all approach. Every practice is unique, so our training is tailored to your specific challenges. Our process follows three key steps to ensure long-lasting improvements:

Step 1: Consult – Understanding the Root of the Problem

Before delivering any training, we take the time to understand your practice’s challenges. This means analysing current processes and identifying gaps in efficiency, communication, or your patient experience.

Example:

A practice struggling with low enquiry-to-appointment conversions might have a front desk team that lacks confidence in handling patient objections. We would assess their current approach, listen to phone calls, and identify areas where conversations could be more structured and persuasive.

Step 2: Train – Providing Practical, Hands-On Solutions

Once we have identified the key challenges, we design bespoke training for your team. Our training is practical, delivered in-clinic, and focused on real-world application, ensuring your team learns skills they can use immediately.

Examples:

For a team struggling with long queues and phone delays, we would implement a structured patient flow system, train reception teams on verbal efficiency techniques, and introduce conversation frameworks to streamline enquiries.

To create a more proactive approach, a dental practice with a stressed, reactive team might need more precise role structures, improved communication, and daily huddles. We would guide them in establishing these habits, ensuring the team feels supported and confident.

Step 3: Coach – Embedding Lasting Change

Training alone is not enough; it has to be implemented and sustained. We support your team in embedding the new skills into their daily routine, helping to refine processes and ensure long-term success.

Ready to Transform Your Practice?

Whether you want to improve your patient experience, increase conversions, or streamline your systems, we are here to help. Book a call today and take the first step towards a more efficient, confident, and successful dental team