The Complete Patient Journey - Perth

202010aug8:30 am5:00 pmThe Complete Patient Journey - PerthPRESENTED BY Chris Barrow 8:30 am - 5:00 pm(GMT+10:00) View in my time Event Organized ByDental Events AustraliaDisciplineCommunication

Event Details

Chris Barrow is back in August 2020 for his first trip to Singapore and his third visit to Australia.

This time – it’s different.

Chris will be presenting a 1-day interactive workshop designed to help teams to decide on 18 ways that they can improve their existing patient experience.

Morning session – 6 moments of truth

The first half of the day will be a presentation of “The 6 moments of truth” in the patient journey that can make all the difference between:

Your patient saying “yes” to a treatment plan and

Your patient spreading the word via word of mouth and/or digital recommendation

What are those 6 moments of truth?

First digital contact – how you are seen on the internet;

First human contact – what happens the first time that a patient communicates directly with a member of your team;

First consultation – how the first meeting with a TCO/clinician is structured;

Treatment co-ordination – how an effective TCO can improve your conversation rate by 30%;

Treatment plan presentation – moving away from traditional Tx plans to a visual experience that hugely increases your chance of success;

The end of Treatment Review – perfecting the most important conversation you will ever have to grow your business.

Afternoon session – 18 ways to get even better

The second half of the day will be 100% interactive with all team members present.

In this live coaching session, you will creatively destroy your own existing patient journey and, as a team (with Chris’s help) re-build that journey with a MINIMUM guarantee that you will leave the room with 18 improvements that can be implemented as soon as you get back to work.

That’s why it’s important to have as many team members as possible at this one-day event – so that you can get maximum buy-in to the new ideas that you will take away from the day.

Aims and Objectives


To deconstruct the patient journey and identify moments of truth where the patient experience can create advocates for the practice

To demonstrate the communication skills required to ensure that patients’ reach decisions on treatment that are appropriate and affordable;

To explain the role of the treatment co-ordinator in the patient journey, identifying why TCO works and how it is delivered.


A step by step guide to a better patient journey;

An explanation of precisely what best practice looks like at every moment of truth in the patient journey;

A clear explanation of the characteristics of and duties for a successful treatment co-ordinator;

An explanation of the conversation process that helps a patient to make informed decisions.

Learning outcomes

understanding the customer service moments that create advocates from within your patient list

understanding the role of the treatment co-ordinator in the patient experience


Speakers for this event

  • Chris Barrow

    Chris Barrow

    Dental Business Coach

    Chris has been in full-time employment for 49 years. He has operated his own businesses for 32 years and has been a trainer, consultant, coach and mentor to the UK dental profession for 23 years.

    Chris combines long experience and deep expertise with the originality and independence needed to resolve the thorniest problems.

    Naturally direct, assertive and determined, he can reach conclusions quickly, as well as possessing the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. As a speaker, he is dynamic, energetic and charismatic.

    Chris spent the first 17 years of his working life in the corporate sector and followed this with 30+ years of business ownership. The different dynamics of both worlds have given him the valuable gift of knowing how to operate – and communicate – in both.

    In 1987 Chris was active in the establishment of the Institute for Financial Planning, an organisation representing the first fee-based Financial Planners in the UK; Chris specialised in working with small businesses.

    In 1993 Chris decided to make the transition to business coaching and became one of the first UK students at Coach University, from where he graduated as a certified coach. Recognising the opportunity in the dental profession, 1997 saw the creation of The Dental Business School (DBS) and the development of a 12-month business coaching programme for dental practice owners and their teams, delivered to over 1000 UK dental practices in the following 10 years.

    The first decade of the 21st Century saw Chris in a variety of roles including Non-Executive Directorships as well as continuing his training, consultancy and coaching work for dental corporates, PCTs, dental retailers and, of course, independent practices.

    Chris has co-authored Profitable Dental Practice (with Prof. Phil Newsome) and The E-Myth Dentist (with Michael Gerber) and is a prolific contributor to dental journals as well as author of his own e-books and blog since 2004.

    In 2014 Chris experienced a “brief but enjoyable” summer of celebrity after appearing as one of the first castaways on the TV survival show “The Island with Bear Grylls”, abandoned with 12 others on a Pacific desert island and left to fend for themselves for a month.

    His own day to day work as Coach Barrow with The Extreme Business programmes is still focused on strategic coaching with the owners of dental practices and micro-corporates.

    URL https://www.coachbarrow.com/

    Dental Business Coach


Dental Events Australia

Dental Events Australia has been delivering successful event outcomes for over 4 years within the dental industry. Whether you are hosting a national or international conference, DEA understands how important delivering a truly innovative and memorable conference is for you and your organisation. With our group of experienced and creative professionals, we will work with you every step of the way, acting as both your dedicated mentor and partner

Learn More


(Monday) 8:30 am - 5:00 pm AEST(GMT+10:00) View in my time


Roe St

Roe St, Perth, WA 6000 Australia


$309.07 – $721.24

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