We need an EOTC in our teams

There’s a need for the recognition of a new role in dental practice – the EOTC – End of Treatment Co-ordinator.

I’ve said much about the End of Treatment Protocol, the MRCREST list and the MRCREST SCORECARD in this blog. The requisite sales aids are freely available from the resources section of my web site HERE.

It was brought home to me in a conversation with Irish orthodontist (and client) Dr. Stephen Moore that perhaps a more serious attention to the importance and the detail of the End of Treatment Review might be achieved if a person or persons were recognised to have a special aptitude for and responsibility in the EOTC role.

  • to advise the patient, early in their journey, that an End of Treatment Review will form an important part of their experience;
  • to outline the content of that Review so that the patient can be appropriately dressed, made up (if photography or videography is involved) and primed in advance to answer the right questions (see below for a reminder);
  • to conduct the End of Treatment Review and gain consents;
  • to ensure that the resulting marketing collateral is published, posted, broadcast in appropriate digital and print media channels;
  • to ensure that, where appropriate, the patient is enrolled in your preventative maintenance programme.

To have a robust protocol is to ensure that your business grows through recommendation.

To have a person designated as responsible and accountable for that makes sense.

The four questions to ask a patient who is providing a testimonial:

how did you hear about the practice?
what brought you to us?
can you describe your customer service experience?
what difference has the treatment made?


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Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.

One thought on “We need an EOTC in our teams”

  1. Great idea Chris
    Love the priming aspect, empowerment with delegation and systemising of this crucial part of marketing. Will share this blog!

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