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"Teaching business etiquette as the subtle, redefining confidence which enables people to excel and succeed in today's corporate culture."~ Cindy Grosso, Founder

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Promoting Professionalism -
Medical/Dental Office Protocol

Healthcare is changing are you?


Promoting Professionalism -
Creating the Excellent Patient Experience

Today in the competitive medical arenas, proper medical office protocol is expected by patients and fellow professionals. The first contact with your office can set the tone of the professionalism of your office. The best office personnel are educated in the social skills that make a professional impression of you and your practice. Promoting Professionalism will teach your staff to represent you and your office in a highly personal, yet professional manner.

Impressions are powerful in any meeting or professional treatment. They are intuitive behavior, read by the conscious and subconscious mind and can be made over the telephone as well as in person. It is difficult for any physician/dentist to overcome a poor first impression made by his/her staff or surroundings. As a result, physicians and dentists may be losing patients and patient referrals everyday.

Studies indicate that the patient's perception of the office staff and environment is an extension of the physician/dentist and that a choice to change their professional care was often not attributed to the healthcare they received. For most healthcare professionals, soft skills are one of the most underestimated, yet most important areas to improve upon in their offices. Why leave yourself open to the problem?

Charleston School of Protocol and Etiquette has developed "Promoting Professionalism", which is a program designed to teach the skill of the "Total Excellent Patient Experience" and professional courtesy. The successful implementation of this program will improve the way you conduct business and affect your overall surroundings.

The concept of customer care is part of the future in the medical profession. The phrase "customer care" was chosen to focus on the fact that patients are paying customers that have a choice. In this day and age, there is more competition than ever. Many physicians are using advertising such as radio, television and print ads to broadened public awareness. As a result, the medical profession "Is not what it used to be." This increase in competition, patients who are very knowledgeable, higher patient expectations, along with more of the pie being shared by insurance companies, coupled with the need for more staff to do the added paperwork, all contribute to a decrease in the bottom line. In an effort to help maintain and grow a practice many healthcare providers are looking harder at the professionalism of the staff and the total patient experience.

Success is measured by the whole office encounter which includes treatment and the total patient experience. A smooth running office requires people skills which allow you to be immediately liked, trusted and respected. In today's competitive medical arenas, proper medical and dental office protocol is expected by patients. Each contact with your office can set the tone of the professionalism.

Promoting Professional - Medical/Dental Office Protocol is divided into three sections:

- The Healthcare Professional

- The Successful Team

- Delivering Excellent Patient Care

The program can be delivered three ways:

1. As a live in-office program

2. An online program - the online program can be taught as 14 lunch learn segments or individually as part of an employee on-boarding/orientation program.

3. As a combination of the live in-office program with the online portion as a follow-up program.

Ms. Grosso teaches from a value based perspective of "what is in it for me". Understanding the "why" is often more important then understanding the "how". In her programs, both are emphasized.

In the "Promoting Professionalism - Medical/Dental Office Protocol" the office personnel will learn the social skills that make a professional impression of you and your practice. It will also improve relationships with patients and help build a successful team.



  • The Number One Complaint in a Physicians/Dentists Office and How to Avoid it
  • How Well You Listen
  • How to Speak in a Way that Motivates Others
  • How to Come Across Better to your Patients
  • How to Maximize the Reception Room Experience
  • How to Work with the Team
  • The Number One Way Doctors and their Staff Show Respect
  • How to Handle Difficult Patients
  • Persuasive Use of Your Voice
  • Your Center of power
  • Proper Telephone Etiquette, Your Other Front Door
  • The All Important Meeting and Greeting of Patients
  • The WOW Experience
  • How to Make a Positive Impression over the Telephone


  • Total Office Perception
  • The Number One Reason Patients Come to You
  • How You Come Across to Others
  • Why Patients Leave Your Practice
  • How to Improve Your Patient Return Rate
  • The Power of Thank You
  • How Well You Communicate with Your Patients and Your Office Mates
  • Office Presence
  • The Concept of Through the Uniform
    ... and Much More!

For more detailed information about the program please click here.

For options on how to book this program live, Please click here or call (843) 207-1025 in the Continental USA.

To book a medical online program, please click here.

To book a dental online program, please click here.

Please use this listing only as a guide, as most seminars are customized to suit customer's needs. To ensure the maximum benefit, seminars are available at the location of your choice.

*Note - This seminar has been approved by the South Carolina Board of Dentistry for 5 hours of continuing education credit.

Cindy's Bio

Cynthia spoke to our group at the South Carolina Academy of General Dentistry Winter Meeting. Wow...what an hour! I wished we could have listened for 24 hours. Just about everyone in attendance asked when she will be speaking in the future. It helped all of us to be better people.
William J. Biggins, DMD
South Carolina Academy of General Dentistry

We have implemented all of your suggestions. We have received rave reviews on everything, including my staff's new, coordinated, maroon with black trim uniforms.
Thank you!

Dr. Harman

How you conduct yourself, the professionalism of your staff and your ability to treat patients with style, grace and respect is part of the new measure of success.


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