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#4 Customer Relationship Management
Keep your existing patients happy, investing and referring.
Case Study
Coventry PCT
I was contacted by Carol Reece who is the Primary Care Contracting Manager for NHS Coventry and asked to submit a proposal for team training for the 36 member practices of the PCT.
There is no doubt that this is an innovative approach by the PCT – bringing me in as a trainer and coach to work with the individual dental practices within the PCT’s remit to help them to develop modern customer service systems.
The background to this was feedback that they had received following a mystery shopper exercise in the area who encountering barriers when trying to gain access to NHS Dentistry.
Over a period of six training workshops we worked with well over 300 people from the practices involved, first of all training them on modern standards of customer service in NHS dentistry and then implementing follow through systems to make sure that the ideas agreed during the training days were implemented in practice, leading to individual brand standards.
Testimonial
Carol Reece, Primary Care Contracting Manager, NHS Coventry
NHS Coventry commissioned the services of Chris Barrow/The Dental Business Club some 9 months ago in order to provide customer service training for NHS Dental practices. During this period he has developed and delivered a bespoke customer service training programme for the 36 NHS Dental practices within Coventry. This has resulted in improved quality of customer service delivery along with the benefits of a low cost marketing tool to encourage new patients to access NHS dental care. Feedback from practices suggests that they have a raised level of feeling valued and supported along with the added value of liaising with peers within different practices. 
