Overview
The aim of this accredited course is to provide an overview of the key roles and skills of a patient care coordinator (PCO) – also known as a treatment coordinator (TCO) – in dental practice. It covers:
- Communication skills.
- Working with the team.
- Fitting a PCO/TCO into an existing practice.
- Treatment plans and consent-gaining.
- Record-keeping.
- Ethical marketing, selling and financing.
- Patient care and service.
- Resources for appointments.
- Planning appointments: new patients.
- Planning appointments: existing patients.
The course is designed for those currently working in a dental practice setting who are considering their career progression and are keen to work more closely with patients and form an important link between their patients and the clinical team.
It is not essential to be a GDC-registered/qualified dental nurse, but a good understanding of dental treatments is required, as you will be expected to demonstrate the ability to explain treatment options to patients clearly.
Student Feedback
Benefits
Starting in February 2024, enrolled students can now access our Level 1 Certificate in Essential Learning Skills at no additional cost. Developed by Melanie Pomphrett RDH, who holds a Masters Degree in Professional Dental Practice and a Postgraduate Certificate in Education, this course is carefully designed to empower students for successful completion of their course.
The major benefits of the course include:
- Online tutorials.
- Downloadable course work pack, including templates.
- Affordable.
- Excellent tutor support.
- Flexible learning.
- Nationwide availability.
- 20 hours of verifiable CPD.
- Free access to a Level 1 Certificate in Essential Learning Skills.
- Level 2 Accredited Certificate in Patient Care Coordination upon completion of the course and assessments.
Structure and Objectives
Blended learning:
- Online reading and video tutorials;
- Online multiple choice quizzes;
- Written assessments.
General Assessment Information
Each unit will be assessed through an online quiz. Every quiz must be completed, and the pass mark is set at 80%.
You also need to carry out three PCO/TCO appointments in total. You will need to cover a range of patient groups; details of these groups are below.
If you are unable to see a range of patients in practice, you can arrange to carry out a Zoom simulation PCO appointment with your course assessor. If you do need to arrange one or two simulation Zoom appointments, please contact your assessor, who will provide you with a ‘patient profile’ and book the appointments with you.
Patient Groups
Module 1
Unit 1: Course Introduction
Aim
To provide an overview of the role of the Patient Care Coordinator (PCO)/Treatment Coordinator (TCO).
Objectives
- At the end of this unit, students will be able to:
- Explain the role of the PCO in a dental practice.
- Explain the key skills a PCO needs to have.
- Explain the potential benefits of having a PCO in the practice.
- Start having team discussions about how to incorporate this role into an existing team.
Unit 2: Communication Skills
Aim
To consider the importance of effective communication in PCO appointments and the ways in which we may overcome any barriers to effective communication with the patient or the rest of the dental team.
Objectives
At the end of this unit, students will be able to:
- Define the term ‘effective communication’.
- Explain different types of communication styles.
- Describe the Shannon-Weaver model of communication.
- Consider appropriate methods of communication.
- Identify barriers to effective communication and be confident in using methods to overcome them.
Unit 3: Working with the Team
Aim
To consider the ways in which the dental team can work effectively together to improve patient care and the patient’s experience.
Objectives
At the end of this unit, students will be able to:
- Explain the GDC Standards for the Dental Team with regard to team-working to provide patient care.
- Explain the different extended skills and competencies the team can develop.
- Identify ways in which the different skills of the whole team can be utilised to improve patient care and service.
Unit 4: Fitting a PCO/TCO into an existing practice
Aim
To consider how the role of a PCO can be developed to benefit an existing practice.
Objectives
At the end of this unit, students will be able to:
- Understand how to introduce a PCO to existing patients.
- Understand how the PCO can develop procedures and processes to allow them to work alongside existing teams.
- Understand how the PCO role can help develop the practice’s business.
Module 2
Unit 1: Treatment Plans and Consent-Gaining
Aim
To consider the importance of treatment plans in the consent-gaining process and the role of the PCO in supporting the team with gaining consent.
Objectives
At the end of this unit, students will be able to:
- Explain the information that a treatment plan should contain.
- Identify ‘good’ and ‘poor’ treatment plans.
- Work with the clinical team to ensure they have appropriate treatment plans that they can present to patients during PCO appointments.
- Understand how to manage a situation where there is any confusion over the recommendations on a treatment plan.
- Understand the importance of gaining informed consent.
- Understand the role of the PCO in gaining informed consent for treatment recommendations.
- Know how to handle a situation where a patient refuses or withdraws consent for treatment.
Unit 2: Record-Keeping
Aim
To provide an overview of the importance of record-keeping in the dental practice.
Objectives
At the end of this unit, students will be able to:
- List the information that should be included in the notes for a PCO appointment with a patient.
- Understand the importance of record-keeping for the protection of the dental team for medico-legal reasons.
- Understand how to structure notes within patient records.
- Understand how to store records.
- Know when, how and by whom records can be accessed in accordance with data protection rules.
Unit 3: Ethical Selling and Financing
Aim
To consider the importance of ethics with ‘selling’ treatment to patients, and to consider the different options that can be made available to the patient with regard to financing treatment.
Objectives
At the end of this unit, students will be able to:
- Define the term ‘ethics’ and explain the GDC Standards.
- Understand the difference between ‘selling’ and ‘ethical selling’ to dental patients.
- Understand the role of the PCO in marketing.
- Understand the roles that trust and transparency have in building long-term relationships with patients.
- Understand the role of the PCO in ethical marketing and selling to improve the business’s reputation and profitability.
- Understand the different ways in which a patient can pay for treatment and consider how this can affect the practice’s business plan.
Module 3
Unit 1: Patient Care and Service
Aim
To consider the importance of patient care and service within the dental industry.
Objectives
At the end of this unit, students will be able to:
- Define the terms ‘patient care’ and ‘patient service’.
- Consider patient expectations when looking for ways to improve patient care and service.
- Understand how the PCO can help support the team to deliver superior patient care and service.
- Look at ways to develop existing procedures to improve patient care and service.
- Identify ways to monitor patient care and service.
- Understand how to gain and use patient feedback to progress the practice’s patient service.
Unit 2: Resources for Appointments
Aim
To provide an overview of the resources that a PCO can use to support the information they provide to patients.
Objectives
At the end of this unit, students will be able to:
- List the different learning styles.
- Consider the different resources that patients might need to support their understanding of information provided.
- Understand where they can locate different resources and identify when they may need to create their own resources.
- Plan appropriate resources to provide to patients.
Unit 3: Planning Appointments: New Patients
Aim
To consider how to plan and run PCC/PCO consultations for new patients.
Objectives
At the end of this unit, students will be able to:
- Communicate with new patients to plan and book a new patient PCO consultation.
- Understand the importance of the ‘first impression’ for a new patient and how the PCO creates this impression.
- Gather the required pre-appointment information from a new patient to enable an effective new patient consultation.
- Develop a strong rapport with new patients to build a lasting patient base for the practice.
- Develop a ‘new patient’ procedure for the whole team in order to provide outstanding patient service and care.
- Present the patient with treatment plans and options.
Unit 4: Planning Appointments: Existing Patients
Aim
To consider the different requirements an existing patient will have for a PCO appointment compared to a new patient.
Objectives
At the end of this unit, students will be able to:
- Understand the difference between an existing patient and a patient who is new to the practice.
- Understand how the PCO should present themselves to an existing patient.
- Understand how the PCO should prepare for an appointment with an existing patient and plan the resources required.
Tutors
Stephanie Carter RDT, RDH
Registered Dental Hygienist and Therapist: 119601
Qualifications: Diploma Dental Hygiene and Therapy, National Certificate Dental Nursing, Level 5 Diploma in Education and Training, Level 4 National Certificate in Internal Quality Assurance, Level 3 Certificate in Assessing Vocational Achievement, NEBDN Certificate Dental Radiography, ILM Level 3 Award in Leadership and Management, Smoking Cessation Counselling Levels 1 and 2, Young Counsellors Certificate
Hilary Urry RDN
Registered Dental Nurse: 139277
Qualifications: Foundation Degree in Advanced Dental Nursing (University of Kent), Certificate Dental Radiography (City University London), Level 3 Certificate in Education and Training, Level 3 Certificate in Assessing Vocational Achievement, Level 2 Mental Health Lead.
Competency Training: Fluoride Varnish Application
DATES
- Monday 20 May 2024 - Available
- Monday 24 June 2024 - Available
Payment
Payment Plans
We now offer the option to pay over three months. Please be aware, this increases the fee to £264.00 inc. VAT.
Payment due dates:
- 20 May 2024 £88.00 (Non-refundable deposit)
- 20 June 2024 £88.00
- 20 July 2024 £88.00
We will NOT send reminders of payment due dates. Failure to make payment by the due dates will result in automatic removal from the course.
Please note, your certificate of competence will not be awarded until full payment is made.
Discounts
Please note that discounts are applied to the VAT-exclusive fee. Discounts cannot be applied to payment plans.
Multiple applicant discounts
- Two applicants: 5% discount
- Three applicants: 10% discount
- Four or more applicants: 15% discount
Multiple course discounts
- Two courses: 5% discount
- Three courses: 10% discount
- Four or more courses: 15% discount
Please apply by telephone or use the application form here. DNN will send you an invoice.
ENROL
Please note, you should only request an invoice if your practice is paying for you, therefore requires an invoice.