Advanced Communication & Customer Service Course | Laura Horton

Build Trust, Improve Patient Communication & Enhance the Patient Experience

Delivered by Laura Horton

MODULE 4 of 16 on the EVOLVE Flagship 12-month programme with Private Dental Mentor

Book Laura's Short Course  Explore the Evolve Programme

Course Highlights

• FULL DAY SESSION: 9AM – 5PM
• 7 HOURS OF CPD
• REFRESHMENTS AND LIGHT BUFFET LUNCH INCLUDED
• HIGH QUALITY WORK BOOKLETS AND RESOURCES PROVIDED
• INTERACTIVE SEMINAR STYLE

📍Private Dental Mentor Institute, located within Black Swan Dental Spa, Somerset, TA18 7JS

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Exceptional Dentistry Begins with Exceptional Communication

Outstanding clinical dentistry alone is no longer enough.

Today’s patients expect clear communication, empathy and confidence throughout every stage of their journey—from their first telephone call to treatment completion.

This comprehensive one-day course, delivered by Laura Horton, equips dentists and dental teams with practical communication strategies that strengthen patient relationships, improve trust and create an exceptional patient experience.

Through evidence-based communication techniques and real-world systems, delegates will learn how to communicate with greater confidence, support co-diagnosis and improve treatment acceptance without adopting a sales-focused approach.

Why Communication Matters in Modern Dentistry

Patients rarely choose a practice based solely on clinical ability.

They choose practices where they feel listened to, understood and confident in the recommendations they receive.

Strong communication improves every aspect of the patient journey, including:

• Building trust from the very first appointment.
• Reducing patient anxiety.
• Improving understanding of treatment options.
• Supporting informed consent.
• Strengthening long-term patient relationships.
• Increasing treatment acceptance ethically.
• Creating an outstanding patient experience.

For clinicians and dental teams alike, communication is one of the most valuable clinical skills you can develop.

How will a Communication Course improve my dentistry?

Build Greater Patient Trust

Learn practical communication techniques that help patients feel comfortable, understood and confident throughout their treatment journey.

Improve Treatment Acceptance

Discover structured conversations and consultation systems that allow patients to make informed decisions without feeling pressured.

Create a Consistent Patient Experience

Develop communication systems that ensure every member of the practice team contributes to an exceptional patient journey.

Strengthen Team Communication

Understand how dentists, nurses, treatment coordinators and reception teams can work together to deliver a seamless patient experience.

What You Will Learn

Throughout this interactive course you’ll explore:

• Communication styles and personality profiling
• Adapting communication to different patient personalities
• The Trust Equation and its application within dentistry
• Building confidence through effective patient conversations
• Creating an outstanding patient experience
• Meet and greet communication
• Effective patient introductions
• Handover to reception
• Post-treatment communication
• Understanding different assessment pathways
• Co-diagnosis communication skills
• Nurse-led examinations and patient value
• The role of the dental nurse within consultations
• Structuring an effective options meeting
• Treatment planning conversations
• Systems that support successful options meetings
• Practical verbal skills for every stage of the patient journey
• Communication tools that improve treatment acceptance

Learning Outcomes

By the end of this course you will be able to:

• Understand how personality profiling influences patient communication.
• Adapt communication styles to different patient personalities.
• Apply the Trust Equation to build stronger patient relationships.
• Improve every stage of the patient experience.
• Deliver more effective co-diagnosis conversations.
• Structure successful treatment options meetings.
• Implement communication systems that improve patient understanding and confidence.
• Support ethical treatment acceptance through clear, patient-centred communication.
• Return to practice with practical communication techniques that can be implemented immediately.

GDC Development Outcomes

This course contributes towards:

• A – Effective communication with patients and the dental team.
• C – Maintenance and development of professional knowledge and skills.
• D – Professionalism and patient-centred care.

Meet Your Faculty

Laura Horton

Communication Master

Laura Horton has more than 18 years’ experience in both dental practice management and working as a Treatment Coordinator.

In 2008, Laura founded Horton Consulting, supporting dentists and dental teams through business coaching, communication training and practice development.

Laura is recognised internationally for introducing and developing the Treatment Coordinator role across practices throughout Europe, helping dental teams improve communication, strengthen patient relationships and create outstanding patient experiences.

Her practical, engaging teaching style combines real-world experience with proven communication systems that can be implemented immediately within practice.

Laura’s Role Within Private Dental Mentor

In addition to leading the Advanced Communication & Customer Service course, Laura Horton is a key faculty member on the Essential Gateway Level-Up Programme at Private Dental Mentor.

Within the programme, Laura helps delegates develop the communication skills that underpin successful private dentistry, including building patient trust, delivering exceptional patient experiences and communicating treatment recommendations with confidence and clarity.

Her teaching complements the programme’s clinical training by demonstrating how outstanding communication supports ethical treatment acceptance, strengthens long-term patient relationships and contributes to the success of a modern private dental practice.

Whether delegates are attending this standalone course or progressing through the Essential Gateway Level-Up Programme, which leads onto our flagship Evolve 12-Month Programme,  Laura provides practical frameworks and communication systems that can be implemented immediately within everyday clinical practice.

Who Should Attend?

This course is ideal for:

• General Dental Practitioners
• Associate Dentists
• Practice Owners
• Treatment Coordinators
• Dental Nurses
• Reception Teams
• Practice Managers
• Entire Dental Teams

Whether you are looking to improve patient communication, strengthen your consultation skills or create a more consistent patient journey, this course provides practical techniques suitable for every member of the practice team.

Why Learn with Private Dental Mentor?

At Private Dental Mentor, we believe exceptional communication is just as important as exceptional clinical skills.

Our programmes combine practical education, evidence-based learning and real-world implementation to help clinicians and dental teams deliver outstanding patient care while building long-term patient trust.

Small-group teaching and interactive learning ensure every delegate leaves with practical communication strategies that can be introduced immediately within practice.

Book Your Place

Join Laura Horton and Private Dental Mentor for this engaging one-day communication programme and discover how exceptional communication can transform the patient experience, strengthen trust and improve the success of your practice.

Reserve Your Place

Secure online booking through our official Ticket Tailor booking portal.