Let’s talk about why every private dental practice needs a treatment Coordinator (TCO)
“The Hidden Hero of Modern Dentistry“
If you’ve ever found yourself wondering why your diary is full, your team is exhausted, and yet your treatment uptake hasn’t budged, you’re not alone.
Across the UK, more dental practice owners are starting to realise that the missing piece in their growth puzzle isn’t another marketing campaign or a new piece of tech, although those are quite important and nice to have too.
It’s a person; the Treatment Coordinator (TCO).
So, What or Who Exactly Is a TCO?
A Treatment Coordinator is your right-hand person, the bridge between patient, dentist, and the wider team.
They take on the non-clinical parts of patient care: consultations, treatment explanations, follow-ups, paperwork, finance conversations, freeing up the dentist to focus purely on clinical work.
Think of them as the patient’s guide and the dentist’s translator.
They make sure every patient feels heard, every treatment is understood, and every opportunity is followed up.
Why Every Practice Needs a TCO
Here’s a simple truth: most dentists lose more revenue through unconverted treatment plans than through empty chairs.
Thousands of pounds worth of potential cases sit forgotten in your system because no one had the time to follow up properly.
A good TCO changes that and here’s how:
- They increase your treatment uptake. Patients rarely say “yes” after one conversation. A TCO keeps the relationship warm, builds trust, and answers questions that might otherwise stop treatment in its tracks.
- They free up your clinical time. No more unpaid consults or chasing paperwork. You focus on dentistry; they handle everything else.
- They elevate your patient experience. A TCO gives patients a single, friendly point of contact, someone who listens, explains, and supports them throughout their journey.
- They make your marketing work harder. Every lead that comes through your website or ads is managed and nurtured, no more missed calls or cold leads.
- They improve team morale. Receptionists aren’t stuck juggling long phone calls, and dentists don’t have to discuss fees between fillings.
The result? A calmer, more organised practice and happier patients who actually start (and finish) their treatment.
“But Can’t My Front Desk Handle That?”
Not quite.
Your reception team is the first hello, not the full conversation. They’re handling phone calls, arrivals, payments, emergencies… they simply don’t have the time to sit down for a 20-minute treatment discussion.
A TCO gives patients that undivided attention.
They explain complex treatment plans, financing options, and expected timelines, often in a private, relaxed space away from the dental chair.
It’s the VIP experience that patients remember and refer their friends for.
The ROI: Dentist vs. TCO
Let’s do the maths.
If a dentist spends 30 minutes on each free consultation, and gets 10 enquiries a month, that’s 60 hours a year of unpaid time (worth roughly £9,000 in billable work).
A TCO, earning a fraction of that hourly rate, can handle the same conversations and typically converts twice as many treatment plans.
It’s one of the few investments in dentistry that pays for itself, quickly.
What Makes a Great TCO?
Finding the right person matters.
You’re looking for someone with heart and communication skills, not just dental knowledge.
The best TCOs are:
- Warm, positive, and approachable
- Excellent listeners and natural communicators
- Organised and confident in handling treatment conversations
- Trusted by the dentist and respected by the team
- Comfortable talking about money in an ethical, human way
They don’t necessarily need to be a dental nurse but they do need to understand dentistry enough to answer patient questions confidently.
The Real Impact: From “Consultations” to “Commitments”
Picture this:
A nervous new patient books a free smile consultation after seeing your Invisalign ad.
Before meeting the dentist, they sit down with your TCO for a relaxed chat. The TCO explains the process, shares before-and-after photos, answers all the small questions that patients are too shy to ask and checks their eligibility.
By the time they meet the dentist, they’re already half-sold and when they leave, the TCO follows up to discuss finance, book the start date, and handle consent.
That’s what a well-run patient journey looks like and it’s the kind of experience that grows a practice, not just fills a diary.
So, Incase you’re still wondering why you should hire a TCO, here are some points for you –
| Reason | Why It Matters |
|---|---|
| 1. Consistent, Exceptional Patient Experience | A TCO ensures every patient receives the same high level of care, attention, and follow-up, no matter how busy your day gets. |
| 2. More New Patients (Especially Nervous Ones) | Having a friendly, dedicated point of contact helps anxious patients feel comfortable and confident about starting treatment. |
| 3. Offer Free Consultations Without Losing Clinical Time | Your TCO can handle initial consultations, freeing up your chair time for paid treatments and complex cases. |
| 4. Reduced Stress for Your Reception Team | The front desk can focus on managing arrivals and calls, while your TCO handles longer patient conversations privately. |
| 5. Increased Treatment Uptake | TCOs have time to build trust and explain options clearly, resulting in more patients saying “yes” to treatment. |
| 6. Higher Patient Referrals and Reviews | When patients feel genuinely cared for, they naturally tell others, boosting your word-of-mouth growth. |
| 7. Better ROI from Your Marketing | Every lead from ads or your website gets followed up properly, ensuring no opportunity slips through the cracks. |
| 8. Less Non-Clinical Work for Dentists | Dentists spend more time treating and less time on admin, paperwork, or finance discussions. |
| 9. Empowered, Motivated Team | The TCO role bridges communication gaps, supports the dentist, and lifts the entire team’s performance. |
| 10. TCOs Pay for Themselves and Then Some | Between saved clinical hours and improved conversion rates, a great TCO quickly becomes one of your best investments. |
Your TCO Is Not a Trend, It’s a Transformation
This isn’t about keeping up with competitors.
It’s about building a smoother, more sustainable practice, one where dentists do dentistry, patients feel valued, and opportunities never slip through the cracks.
As one principal recently told us:
“The TCO role gave me my evenings back. I can finally focus on dentistry and my patients love having a familiar face guiding them through.”
👉 If your practice struggles with inconsistent new patients, no-shows, or low conversion rates, we’d love to help.
