The Patient Journey Design Programme
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A bespoke programme to improve patient experience, team confidence, and treatment acceptance.
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Where Excellence Becomes Habit
The Triple Win Impact
Our proven methodology creates sustainable success through three interconnected outcomes:
Patient Wins
- Reduced anxiety and stress
- Better understanding of treatment options
- Improved health and treatment outcomes
- Genuine sense of being valued and heard
- Confidence in treatment decisions
Team Wins
- Enhanced job satisfaction and purpose
- Improved communication and collaboration
- Reduced workplace stress and conflict
- Professional development and skill growth
Business Wins
- Increased case acceptance rates
- Higher patient retention and referrals
- Improved practice profitability
- Enhanced practice reputation
- Resources to invest in team development
Patient journey design focuses on people: your patients and your team, carefully designing touchpoints and interactions to lead to exceptional patient experiences. Â
This exclusive training programme combines service design, advanced psychology-based communication with proven team development strategies, creating unified practices that patients rave about and refer to.
The Patient Journey Design Programme
A guided programme using the principles of service design to improve patient experience, team confidence and treatment acceptance.
The programme begins with Insights Psychometric Profiling for self-discovery, moves into patient journey design, and culminates in communication mastery training for your clinicians and TCOs.
Investment: Starting from ÂŁ5,497
Your programme is customised based on your team size, development goals, and the level of hands-on facilitation and coaching that will deliver the best results for your practice.
Designed for Lasting Transformation
After years of studying how behaviour truly changes and learning becomes embedded, this programme is strategically designed as a blended learning experience that maximises retention and real-world application.
Programme Duration
This is a programme of work, typically delivered over six months and fully tailored to your practice, team size, and goals. All sessions are planned upfront so you have complete clarity from day one. For the changes to become genuinely embedded across your whole team, full implementation takes 12–18 months, and we support you throughout.
You are unique, your patients are unique, and your development and ongoing support will be structured to your needs.
Phase 1: Insights & AlignmentÂ
- In-practice team insights day
- Map the current patient journey
- Identify friction points + missed revenue moments
- Align the team on why change matters
Outcome:
The whole team understands the gaps and the solutions to improve the operations supporting amazing patient experiences in the process.
Phase 2: Design & EmbedÂ
- Modular Online Programme
- Guided support through video calls to facilitate learning and implementation per module.
- An action plan is set after each call
Outcome:
The team learn the tools and communication skills to manage each touchpoint that your patients interact with.
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Phase 3: Case Presentation MasteryÂ
- Teach clinicians how to elicit conversations and establish high levels of trust.
- Clinicians (or TCO) will learn a treatment presentation process and be able to present treatment confidently
- Align language, expectations, and patient understanding
Outcome:
Clinicians/TCO feel confident and empowered to have conversations with patients that support co-diagnosis
Patients feel informed, not sold to, and able to make confident treatment decisions.
This multi-modal approach recognises that sustainable behaviour change requires both initial intensive learning and ongoing reinforcement.
The combination of in-person delivery with comprehensive online support creates the perfect environment for lasting transformation.
Founder and Lead Trainer
Flora Couper RDH
Flora is a specialist in patient education and communication training, with a passion for helping clinical teams connect with their patients in meaningful ways.
As an Insights Discovery accredited practitioner, Flora brings a behaviourally-informed approach to learning and development. She understands that effective communication starts with understanding how different people think, process information, and make decisions.
With hands-on clinical experience (including as a dental hygienist) and years of training teams across dental, aesthetic, and medical practices, Flora bridges the gap between clinical excellence and patient connection. She translates complex communication principles into practical frameworks that teams can implement immediately.
Flora's philosophy is simple:Â When teams communicate with clarity, confidence, and care, everyone wins.
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"I've seen too many talented dentists and individual team members struggle because of poor team dynamics and operations they are working within. Given the high-pressure environment that dentistry can be, it is critical to create a solid infrastructure, good team dynamics and positive team culture before you can truly deliver a high level of care and service to your patients. This programme covers the heart of practice development because it considers people first; you, your team and your patient!Â
Be the high-performing team that you know will make it all worth it!!
Who is this course designed for?
Does this course cater for the business needs?
Is there any one-to-one support?
Can I pay in installments?
Does the course provide verifiable CPD?
Patient Journey Design Programme
I am interested in finding out how this training programme can help my practice!
Not sure if you’re ready for the full programme?
Start with the free Practice Evaluation, and your personalised report will show you exactly where your practice stands across all four areas.
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Take the free evaluation →Want to Improve Your Patient Experience Without the Full Programme?
Not every practice needs a complete journey redesign right now. Whether you're testing the waters or focusing on one specific touchpoint, we have options that fit where you are:
