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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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Medical and Dental Office Managers

Healthcare is changing.

Are you?

Promoting Professionalism -
Creating the Excellent Patient Experience

Are you a manager of a medical and dental practice
in the new reality of healthcare...
then this information may be of value to you.

Charleston School of Protocol and Etiquette, Inc, has developed "Promoting Professionalism," which is a program designed to promote the "Total Excellent Patient Experience" and professional courtesy. The successful implementation of this program will improve the way you conduct business, teach your team to represent you and your office in a highly personal, yet professional manner and enhance your overall practice through patient satisfaction.

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 and that the experience may include more than just the patient. In this day and age, there is more competition than ever and consumers have a plethora of information to make informed decisions. 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, online customer satisfaction surveys, higher patient expectations, along with more of the pie being shared by insurance companies, coupled with the need for more personnel 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 team and the total patient experience.

Studies indicate that the patient's perception of the office team 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. 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/doctor to overcome a poor first impression made by his/her team or surroundings. As a result, physicians and doctors my be losing patients and patient referrals everyday that they are unaware of.

Today, 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. However, 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?

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

The focus of the Promoting Professionalism program is to keep you from being the best kept secret in your area of expertise.

The program is taught in three modules:
Module 1 - The Healthcare Professional
Module 2 - The Successful Team
Module 3 - Delivering Excellent Patient Care


  • The number one complaint in a physicians/doctors 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 healthcare providers 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
  • How to market the physician/doctor


  • Total office perception
  • Internal and external expectations
  • 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 team members
  • Office presence
  • The concept of through the uniform
    ... and much more!

The program can be delivered three ways:

1. As a live in-office program
To learn more please click here

2. A distance program - this program can be taught as 14 lunch and learn segments or individually as part of an employee on-boarding/orientation program.
To learn more please click here

3. As a combination of the live in-office program with the distance learing portion as a follow-up program.
To learn more please click here

For a free telephone consultation to see if this is the right program for your office, live, distance learning or a combination of both, please call us at 843.207.1025 or for more detailed information about the distance learning program please click here.

Cindy has spoken to many medical associations, conferences and private practices. See see a partial list Cindy's Client List.

This is a photo of Cindy speaking at a North Carolina Dental Study Club meeting.

See video samples of the Promoting Professionalism program
from the three different modules:


Here is a three minute clip from Module 1 - The Healthcare Professional


Here is a two minute clip from Module 2 - The Successful Team


Here is a three minute clip from Module 3 - Delivering Excellent Patient Care


Options on how to book this 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.

For the live program, 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.

To read about Cindy please click here Cindy's Bio

Cindy Grosso came to our medical center and spoke to our staff a couple of years ago. Her sessions on professional etiquette were positive and uplifting. She reminded each of us that we should take pride in what we do...that we are all important... that we have a responsibility to be a positive part in the day of each and every person that is put in our path. Cindy has since spoken at two of our state meetings and received outstanding evaluations from all attendees with many requests that we invite her back. She reminds us that professional etiquette and great customer service have been and will always be essential in the workplace, especially in healthcare. She makes you want to be the best that you can be.
Janet Sheheen
President--Elect, SC Association of Medical Staff Professionals

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 reality of healthcare.


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