Join Laura Horton for this exclusive webinar and discover how to handle patient calls, complaints and cancellations with confidence!
About the webinar
Handling patient calls, complaints, and cancellations can make or break the day in a dental practice. When conversations go well, diaries stay stable, patients feel heard, and the practice runs more smoothly.
In this practical webinar, Laura Horton will share proven techniques for managing even the most challenging patient conversations, from the very first hello to navigating a positive outcome. Packed with practical examples and easy-to-apply tips, this webinar is ideal for front of house teams, practice managers, and clinicians who want calmer calls, fewer escalations, and a more efficient practice.
Tune in and learn how to…
- Gain control of every patient call using a clear, structured approach
- Confidently manage patient concerns and complaints at first contact
- Escalate complaints at the right time, using the correct procedure
- Review and refresh your late-cancellation system for 2026
- Understand when to charge, and when not to charge, for late cancellations.
You’ll also gain 1 hour of CPD, covering development outcomes A & B.
Meet Laura Horton
Laura Horton is a trailblazer in Treatment Coordination with almost three decades of experience in dentistry, beginning her career as a dental nurse. Her passion for advancing treatment coordination and supporting clinic and team growth is unmatched.
A General Dental Council (GDC) registrant, Laura has spent the past 17 years transforming dental practices through her consultancy, becoming a trusted figure in the dental community. Her proven track record includes working closely with practices to refine their patient communication strategies, particularly in the care of high-value patients, where seamless experience delivery is paramount.
Laura is renowned for helping dentists and their teams master the art of co-diagnosis and treatment presentation. Her training programs are grounded in real-world experience and designed to enhance clinical communication, build trust, and improve case acceptance.
She possesses a profound understanding of the patient journey and exceptional communication skills that enhance every aspect of it, ensuring that each interaction reflects clarity, empathy, and professionalism.
Her educational influence spans thousands of treatment coordinators, and her bespoke content creation has positioned her as a sought-after expert by leading international dental brands.
Book your place
| Location | Date & Time | |
| Live Webinar: Take Control of Calls, Complaints & Cancellations | Tuesday 3rd February 2026 | 1:00 pm - 2:00 pm | Book Now |