“Before I started training with Susan I had a lot of patients put the phone down on me either claiming we were too expensive or that they  were looking for NHS care so didn’t give our practice a chance- as soon as they heard the word ‘private’ the phone would be put down. I found it quite hard to convert patient numbers and the conversion rate was quite low. I also didn’t feel the most confident when talking to patients when these common objections came up into conversation as I didn’t always know how to react to them.

During the training, Susan gives some really great advice on how to react and shut down the common objections I get when speaking with new patients. Susan is really supportive and encouraging, often going the extra mile. Nothing is ever too much and Susan even posted a pointer card for me to put up in my office, which really helped me to remember all the steps to take whilst on the phone to a patient. Susan also recently sent me a card to say well done, which really does motivate you to keep improving. Susan is always finding ways to help improve the number of patients I can convert.  As I start to put the advice to work, I notice a change in my confidence whilst talking to patients and I find it much easier to build more of a rapport with our patients too.

After having some training with Susan, our patient conversion has improved massively. The skills she has taught me have helped with converting patients who were originally wanting NHS care into private patients with us- with a lot less patients putting the phone down, if any at all. The patient experience has massively improved, making it a better experience not only for our patients, but for me as well. Thank so much Susan, I look forward to developing the TCO role further with you in the future”.