From enquiry to treatment start: the patient journey most practices have never mapped

Most practices invest heavily in generating leads, but very few have ever properly mapped what happens once those leads arrive.

This webinar walks through the full patient journey from first enquiry to treatment start, exposing the touch points where most practices are silently losing patients and the small, specific changes that consistently turn more enquiries into treatment starts – often without spending another pound on marketing.

It will:

• Reposition the patient journey as a growth lever in its own right, not a back-office function
• Show practices where conversion rates are typically being lost between enquiry and treatment start
• Share the specific touch points, scripts, and timings that separate high-converting practices from average ones
• Demonstrate the revenue impact of small, measurable improvements in conversion at each stage of the journey
• Equip practices with a practical audit they can run on their own patient journey within a week.

Learning outcomes

• Map the full patient journey from first enquiry to treatment start, identifying the key touch points that influence conversion at each stage
• Apply the 10-minute rule for first-contact response and understand why response speed is the single most important conversion factor most practices are getting wrong
• Diagnose the four most common revenue leakage points in a typical practice – unbooked follow-ups, stalled treatment plans, failed recall, and underpriced services – and apply specific fixes for each
• Introduce patient finance and membership plans confidently and consistently in a way that increases case acceptance without ever feeling pushy
• Calculate the revenue impact of small conversion improvements and understand why a five percentage-point lift at the consultation stage can deliver tens of thousands of pounds a year
• Build the practical systems and team scripts needed to deliver a consistent, high-converting patient journey across every member of the team - reception, TCOs, nurses, and clinicians alike.