Your Named Patient Coordinator, One Person Across Your Whole Journey

What Does "Named Coordinator" Actually Mean?

International dental treatment fails most often not at the surgical chair but at the seams between stages, between enquiry and booking, between booking and travel, between visits, and between final restoration and ongoing NZ aftercare. Each seam is a place where information drops and patients feel alone.

Our solution is structural: every NZ patient is assigned a named coordinator at the point of first written enquiry, and that same coordinator remains your single point of contact through every stage.

Your coordinator personally:

• Reviews your medical history and all records you provide
• Writes your indicative quote and discusses it with you in detail
• Books your treatment slots, hotels, and transfers
• Answers your questions throughout the full treatment timeline
• Meets you at the clinic on day one and day final of your visit
• Writes your post-discharge summary and forwards your records pack to your NZ GDP
• Checks in with you at 1, 3, 6, and 12 months post-treatment

Assignment criteria: coordinators are assigned based on case type (some specialise in implant cases, some in cosmetic, some in revision/complex cases), language preference, timezone capacity (Auckland-business-hours and Sydney-business-hours rotations to cover NZ enquiries during normal working hours), and current caseload. We cap coordinators at 30 active cases at a time.

If your coordinator is on leave during a critical window, you are introduced to a named cover coordinator who has been briefed on your case in advance. You will not at any point be handed to "whoever is on duty."

What Response Times Do You Commit To?

These are operational standards audited monthly and reported in our annual patient experience review. If we miss one in your case, raise it. We track misses internally.

What Does Your Coordinator Do Each Week?

Pre-booking (weeks 1–4):

• Triages enquiry within 4 hours; first call within 24 hours
• Routes records to clinical team for indicative review
• Writes indicative quote within 5 NZ business days of receiving records
• Walks you through quote in 30–45 minute scheduled call; all answers in writing
• Books your video consultation with the treating clinician
• On booking confirmation: sends confirmation, deposit invoice, welcome pack, and medical invitation letter within 24 hours

Booking to travel (weeks 5–12):

• Reviews draft visa application before you pay the fee
• Books hotel at block rate; confirms room category and special requirements
• Schedules airport transfers; sends driver name, photo, and mobile 72 hours before flight
• Books flights if requested (at cost, no mark-up)
• Reviews pre-travel dental work with your NZ GDP if required
• Confirms travel insurance includes dental complication cover
• Sends pre-travel checklist 14 days before departure; final reminder 48 hours before

First India visit (10–18 nights):

• Meets you at hotel within 24 hours of arrival
• Present at your day-one initial consultation
• Checks in at hotel each evening during surgical/post-surgical phase
• Coordinates soft-food meal programme with the hotel
• Manages any unscheduled clinic visits
• Handles discharge briefing on final day; ensures all documentation is complete

Integration interval (weeks 16–40):

• Schedules video check-ins at 4-week intervals (fortnightly for final 8 weeks pre-visit-two)
• Coordinates NZ-side reviews: panoramic radiographs, hygienist visits, occlusal checks
• Escalates any clinical concern to the surgical team for video review

Second India visit (10–14 nights):

• Same pattern as first visit
• Coordinates records pack handover: hard-copy clinical summary, digital files on USB, emailed copy
• Calls your NZ GDP practice directly within 7 days of your discharge to introduce the case

Post-final-restoration (months 1–12):

• Calls at 7 days, 1 month, 3 months, 6 months, 12 months
• Coordinates 12-month panoramic radiograph via your NZ GDP
• Closes active case at 12 months with final written summary and warranty registration confirmation

What Can and Cannot Your Coordinator Do?

Your coordinator can:

• Discuss your case in detail, including clinical scope, timeline, and what to expect
• Quote, re-quote, and explain pricing and inclusions
• Coordinate every logistical aspect from booking through 12-month review
• Translate clinical information from your treating team into plain English
• Escalate any concern to the right clinician within minutes
• Advocate for you internally

Your coordinator cannot:

• Make clinical decisions, those are made by the clinical team
• Adjust treatment scope or timeline without clinical sign-off
• Bypass payment terms or warranty terms (practice-wide policies; coordinators can advocate but not grant exceptions)
• Provide clinical advice on issues outside our care
• Promise specific clinical outcomes

What Is the Escalation Pathway?

Most questions resolve at coordinator level. The escalation pathway when they do not:

1. Coordinator, raises and attempts to resolve your concern; routes it if clinical

2. Treating clinician, for clinical questions about your specific case; video or phone consultation within 24–48 hours (faster for urgent matters)

3. Clinical director, for complex cases or multi-specialty matters; reviews and convenes a discussion

4. Practice principal, for matters of policy, dispute, or significant patient concern

Every escalation is documented. If you reach the practice principal level and remain unsatisfied, we offer external mediation through an independent NZ dental review service at our cost.

What Happens If a Coordinator Reassignment Is Needed?

In rare circumstances (extended absence, parental leave, departure from the practice), we transition your case to a new coordinator:

• Written notification at least 7 days in advance (immediately if sudden)
• Formal handover briefing between outgoing and incoming coordinator covering your full case history
• Incoming coordinator phones you within 48 hours to introduce themselves and confirm continuity
• Clinical team notified of the change

This transition has occurred for approximately 4–5% of patients across our seven-year history with NZ patients. Patient feedback on the process has consistently described it as professional and reassuring rather than disruptive.

People Also Ask

Q: Is my coordinator based in New Zealand?

Coordinators work on Auckland-business-hours or Sydney-business-hours rotations specifically so that NZ patients can contact them during normal NZ working hours. Not all coordinators are physically based in NZ, but all respond within NZ business hours and are familiar with the NZ healthcare system, NZ insurers, NZ GDP structure, and common NZ patient concerns.

Q: What if I want to change coordinators?

If you have a specific reason for preferring a different coordinator, raise it with us. We take these requests seriously. We do not provide a self-service transfer option but will manage a transition if the current relationship is not working.

Q: Can I contact the surgeon directly without going through the coordinator?

Your coordinator is the designed first contact. For clinical questions, your coordinator will escalate to the surgeon within 24–48 hours. For cases where you want direct surgeon access, particularly for complex revision cases, we accommodate direct video consultations booked through the coordinator.

*Support Hub | Treatment Timeline | Emergency Support | Ella Watson | May 2026*