Diary of a TCO: What Is the Role of a Treatment Care Coordinator in Dentistry?

In all areas of healthcare, successful daily function requires staff in a variety of disciplines to work together to deliver the best care possible, and dentistry is no different.

With more people prioritising their dental health, practices are busier than ever, with more appointments and higher expectations. Therefore, it is imperative that patients don’t fall through the cracks; more and more often, the nation’s top dental care providers are employing treatment care coordinators (TCOs) to holistically manage the patient experience.

What is a Treatment Care Coordinator?

Within dentistry, the treatment care coordinator wears many hats to ensure patients are satisfied with their experience, and it allows dentists to concentrate on their work.

While in the past the patient journey would have been managed entirely by their dentist, recent rises in activity have created a need for additional support to ensure maximum peace of mind and satisfaction for everyone involved.

From establishing relationships with patients to advocating for treatments and explaining their complexities, as well as advising on administrative matters like costs and timelines, many vital moments in dental care occur before and after the patient leaves the chair.

The role of the TCO ensures that patients and their families receive the care, knowledge, and peace of mind they need, while also enabling dentists to focus solely on providing the best dental treatment possible.

Now that we know more about the role, let’s meet Clyde Munro’s TCO!

Who are you & what is your role at Clyde Munro?

My name is Laura Wood, and I’m the Group Treatment Coordinator at Clyde Munro Dental Group!

As the group’s TCO, I’m responsible for lots of different aspects of the patient treatment journey.

For those outside the world of dentistry, quite a few specific terms might be unfamiliar; my job is to make their experience as simple as possible and find the right treatment for their needs.

This primarily involves managing enquiries across the group, from choosing the correct clear aligners to the ins and outs of dental implants and crowns.

Even if they identified an issue but have no idea what the next step to take is, I’m the first port of call before referring them to a dentist for their treatment.

What made you want to work in dentistry?

My mum was a dental nurse, and her enjoyment of the job inspired me to get involved. I started in 2001, and since then, I’ve gained all sorts of experience across dentistry.

I’ve been a chairside nurse, managed patient engagement at reception, and mentored trainee dental nurses. All this experience was really important to my position as TCO, as it helped me understand all the different roles within dentistry.

I’d always been interested in the TCO role but knew it would be challenging.

After completing a City & Guilds qualification in Preparing to Teach in the Lifelong Learning Sector, I had the confidence to jump in at the deep end at a highly reputable practice.

It’s taught me so much more than I could have ever realised it would, and it never stops being interesting.

How important is a TCO in dentistry?

I might be biased, but I think it’s very important! It requires a lot of technical knowledge of the dental industry, of course, but as a public-facing job, TCOs have to deliver that knowledge in a way that makes sense for clients.

With more options than ever, patients really appreciate having a hand to guide them through treatment options prior to their appopintment. It requires a lot of empathy and strong communication skills so that we can help to measure and meet treatment expectations, while also helping to ease the strain on our dentists and other members of staff.

We know that dental care can be daunting at times, especially for those who might have deprioritised visiting their practice for any reason, so it brings me a lot of satisfaction to give people that extra peace of mind and find the treatment that can be life-changing for some clients.

To speak with a Clyde Munro TCO about available treatments, where to find your nearest practice, or to book your next appointment, contact us at smiles@clydemunrodental.com today.