Walk of the Patient: From Learning to Action

Transform your business with lasting results with an In-Practice Training and Coaching Bundle.

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Benefits of bundling training and coaching

An experienced trainer for your team only, on your terms

Safe environment to address your team challenges

Programs designed to align your team and optimise systems

Onsite Implementation 1:1 Coaching with a specialist Practice Manager

Why Take the Walk of the Patient?

Why Take the Walk of the Patient?

Minimal downtime, staff turnover or prolonged periods of being short-staffed mean that many teams are no longer on the same page about how to carry out the daily operations that consistently create a 'wow' patient experience.

Get your team aligned with our half-day patient journey workshop, resulting in practical actions for each department in the practice to implement.

From Actions to Implementation

From Actions to Implementation

Immediately following your Walk of the Patient experience, our trainer will work one on one with practice leaders to discuss observations, recommendations, and develop the structures that will allow the team to implement the actions just learned, successfully. Enquire to learn more.

Program Features


Approximately six hours. CPD hours applicable.

Who Should Attend

Suitable for all members of a dental team.

When / Where

In person or virtual, at a convenient time for you & your team.

Popular Customised Training Programs

Below are some examples of the most popular programs that address common issues experienced by dental practices. Alternatively, we can create a customised program that is right for your practice.

Select topic here





  • Leading with clarity & purpose.
  • Key drivers that contribute to creating a high performing team.
  • Building an environment where team members want to contribute and collaborate.
  • Understanding the importance of psychological safety.
  • Embracing responsibility & accountability.
  • Identifying all points of contact in a dental practice
  • Look at each point through a patient’s eyes
  • The influencing principles at each touchpoint
  • Communication skills, demonstrated by each team member
  • Systems to create consistency between all team members
  • Creating a first impressions checklist
  • Primespeak techniques in the treatment rooms
  • Delegating actions
  • Laws of Patient behaviour
  • Communication zones – how to build or break trust
  • Strategic thinking
  • Tools for the pre-clinical discussion
  • Practice your skills
  • Tools for the clinical exam
  • Practice your skills
  • Tools for the consultation
  • Practice your skills
  • Discover what an ideal day in your practice should look like.
  • Learn the difference that Pre-Blocking and running on time will make to your patient experience.
  • Control your appointment book with our proven 4 step approach.
  • Identify the industry trends that will best support your patient booking needs.

Your Customised Training Facilitators

Our team of industry expert advisors have decades of experience in guiding practice owners and their teams. Prime Practice coaches and industry expert advisors can empower you and your team to improve your results.

Louise Howlett

As a trainer, my passion lies in connecting with and supporting dental teams to enhance their skills and practice culture. Through system optimisation and efficiency improvement, I strive to enable consistently exceptional patient care, leading to happier staff and patients.

Brett Churnin

For many years, Brett has delivered empowering and motivating workshops to dentists in the USA, UK, Singapore, Australia and NZ. His keynote speeches focus on how to build trust-based relationships with patients, using clear communication strategies.

Jen Cox

Being a business Coach with Prime allows me to make meaningful change for the business owner and their teams by implementing systems and procedures that ease pressure and stress on the whole team.

Maya Carson

I love supporting clients to thrive at work. Through enhancing people's skills, knowledge and insight, they begin to enjoy what they do, from understanding practice numbers, to having difficult conversations, to providing an unmatched level of patient care.


I can’t recommend the ‘Walk the Patient’ experience highly enough.  The trainers were amazing.  We walked through our surgery together discussing all the various contact points for our patients, this has enabled us to become more patient centric and give patients an exceptional experience through practice.

Invaluable for the entire team.

Todd Horan | Oar and Horan Dentists


We were so lucky to have our old coach Patric to lead us on the day. He organised a program addressing our concerns and tailoring it to make everyone feel included.

All the new staff said it was such a great day, and the others said it was so good to have a refresher on Prime principles and to have everybody talking from the same page.

It made me so happy to watch people come to work the next day beaming and happy to be at work, realising the importance of our systems and also how all staff are different and how to work in a team.

Dr. Agim Hymer | FirstBite Melbourne


Prime offered a carefully structured program engineered in a way to implement changes within your practice in the best sequence to achieve your ideal practice. Upon joining the program and with the support from my coach I was able systematically implement structured protocols into my practice with very little interruption. I can honestly say that without the support and guidance from Prime, I wouldn’t be practicing the level of dentistry I am performing and certainly wouldn’t have the business knowledge I have. I would highly recommend to anyone who owns a dental practice to join the prime practice management program, it will be life changing.

Dr. Justin Ward | Arthur Street Dental


The staff running the training are so professional and passionate about what they do. I would highly recommend Prime Practice.

Dr. Nima Fedowsi


I first started the Prime workshops about 15 years ago through my workplace at the time. After 11 years in practice, I changed professions and became a lawyer. Still to this day, I am constantly grateful for the professional and interpersonal skills that Prime taught me. I have consistently used the skills taught by Prime across both professions and pride myself on making sure clients can make informed decisions based on what is right for them. This to has led to a consistently more enjoyable experience for clients and for me as a professional.

Carrie Payne


I highly recommend Prime Practice for all the practice owners, new and old, fantastic points on marketing.

Dr. Naledi Mosarwa

Interested in up-skilling your team with Customised Training?

Drop us a note to talk to one of our trainers about your specific needs.