Laura Horton – Communication & Patient Experience Educator

ABOUT LAURA HORTON

Laura Horton has dedicated more than 25 years to the dental profession, beginning her career as a dental nurse before progressing into leadership, business development and dental consultancy. As a successful clinic owner, she has built and led high-performing teams with a focus on exceptional patient care, treatment coordination and sustainable practice growth.

Over the past 15 years, Laura has worked with dental practices across the UK, helping clinicians and teams improve patient communication, strengthen customer service and optimise the patient journey. Her expertise spans marketing, treatment acceptance, patient care workflows and team development, enabling practices to create seamless experiences from a patient’s very first enquiry through to treatment completion.

Drawing on decades of real-world experience, Laura has developed practical training programmes that empower clinicians and dental teams to communicate with greater confidence, build stronger patient relationships and deliver an outstanding patient experience.

COMMUNICATION & CUSTOMER SERVICE EDUCATION WITHIN THE EVOLVE FLAGSHIP PROGRAMME

At Private Dental Mentor, Laura is our Communication & Customer Service Educator, delivering the Advanced Communication & Customer Service module as part of the Evolve Flagship 12-Month Programme.

Outstanding dentistry is about more than clinical excellence.

Patients remember how they were made to feel.

Laura’s interactive training helps delegates develop the communication skills needed to build trust, manage expectations and create exceptional patient experiences that lead to greater confidence, stronger relationships and improved treatment acceptance.

Through practical exercises, real-world scenarios and proven communication frameworks, delegates learn how to communicate more effectively throughout every stage of the patient journey.

CO-EDUCATOR ON THE LEVEL-UP COURSE

Laura also co-delivers Day One of the Private Dental Mentor Level-Up Course alongside Dr Ahmad Nounu.

Designed for dentists looking to accelerate their transition into private practice, Level-Up combines clinical, communication and business principles to help delegates build confidence both inside and outside the surgery.

Laura’s sessions focus on the non-clinical skills that underpin successful private dentistry, including patient communication, consultation excellence, customer service and creating memorable patient experiences that build long-term trust and loyalty.

WHY MASTER COMMUNICATION & CUSTOMER SERVICE?

Excellent clinical skills alone do not create exceptional patient experiences.

The ability to communicate clearly, build rapport and guide patients through treatment decisions is fundamental to modern private dentistry.

Developing advanced communication skills enables dentists to:

• Build stronger relationships based on trust and empathy.
• Improve patient understanding and informed consent.
• Increase treatment acceptance through ethical communication.
• Manage patient expectations with greater confidence.
• Create memorable patient experiences that encourage loyalty and referrals.
• Improve confidence during consultations.
• Strengthen teamwork and communication across the practice.
• Deliver a consistently high standard of patient care.

Exceptional communication transforms not only the patient experience but also the confidence and satisfaction of the clinician.

WHAT DELEGATES LEARN

During Laura’s communication modules, delegates develop practical skills in:

• Patient-centred communication
• Consultation excellence
• Building rapport and trust
• Active listening techniques
• Ethical treatment conversations
• Managing patient expectations
• Customer service excellence
• Treatment coordination principles
• The digital patient journey
• Handling difficult conversations with confidence
• Team communication and collaboration
• Creating exceptional patient experiences

Every session combines practical exercises, interactive discussions and real-life scenarios to help delegates immediately apply their learning within practice.

WHY LEARN FROM LAURA HORTON?

Laura brings together decades of experience as a clinician, clinic owner, consultant and educator, offering a unique perspective on what truly drives successful dental practices.

Her engaging and practical teaching style equips delegates with communication strategies that can be implemented immediately, helping dentists improve patient confidence, strengthen relationships and create practice experiences that patients genuinely value.

By combining business insight with exceptional interpersonal skills, Laura helps clinicians understand that great communication is one of the most powerful tools they possess.

DEVELOP CONFIDENCE THROUGH BETTER COMMUNICATION

Every successful patient journey begins with a conversation.

By mastering communication and customer service, dentists can build stronger relationships, create greater trust and deliver an experience that complements outstanding clinical care.

Through both the Evolve Flagship Programme and the Level-Up Course, Laura equips delegates with the skills, confidence and mindset needed to communicate more effectively, improve patient experiences and thrive in modern private dentistry.