Horton Hangout Podcast!

In this episode, we dive into the challenges of managing a long-standing reception team and the importance of proper training, documenting mistakes, and building confidence in your staff. Our hosts discuss real-life scenarios from busy dental practices, highlighting the struggles and successes of team development. We also share some hilarious and cringe-worthy Confessions of a Dental Nurse, including the dreaded office fridge and microwave disasters—proving that every workplace has its unique challenges and memorable moments. Whether you’re a practice manager, a receptionist, or just someone who loves a good behind-the-scenes story, this episode is packed with insights, laughter, and practical advice for improving team efficiency while keeping morale high. Highlights include: How to approach training and documenting mistakes in long-term teams. Understanding the “skills gap” and giving your staff every opportunity to grow. Corporate examples of top-tier customer service training and how it applies to smaller

In this combined  guest + cohost edition, you’ll learn: The surprising true history of the TCO role in the UK Why mindset work is essential for team success How to connect with patients on a “soul level” What really happens when a team grows too fast The emotional truth behind resentment, bonuses & fairness How to build a culture that actually works Why gratitude matters more than perks How spiritual practice and routine can change your leadership The power of meditation, chanting, walk routines & stillness Why investing in staff is never wasted — even if they leave How to separate genuine growth from toxic positivity The banned words that always make their way in AND…the confessions you didn’t see coming Send in your confessions, questions and watch the podcast here https://www.horton-consulting.com/horton-hangout-podcast/     Horton Consulting website https://www.horton-consulting.com/ About us https://www.horton-consulting.com/abo... Laura’s instagram  https://www.instagram.com/laurahorton1/ Hort

Laura and Leanna are back for Episode 2 of The Horton Hangout — and it’s packed with laughs, honesty, and their signature segments: The Banned Word, The Confession, and The Horton Hangout Question!

Welcome back to Season 2 of the podcast where Leanna & Laura spill the truth, share the laughs, and break down the realities of midlife, business, and everything in between!

We're bringing something new this season...

In this episode, Laura and Leanna dive into the danger of pretending to be premium. They unpack what happens when practices or businesses talk a five-star game but fall short on substance — and how that erodes patient trust faster than you can say “paper cone cup”. Leanna shares a deeply personal story about hair loss, emotional vulnerability and a clinic that tried to take advantage — emotionally and financially. It's a powerful reminder that the best service comes from empathy, not just a fancy reception. There’s also a dental nurse prank in Confession Corner that could only have happened in the good old days, and a brilliant Hangout Question on managing persistently rude patients. Plus, this week’s banned word is short but deadly — and we’ve got a better one to use instead. In this episode:

This week Laura and Leanna reflect on their brand-new look, fresh colours and all — and why their latest rebrand brings everything full circle. They also chat about business cards, supermarket substitutions, name-blanking etiquette and how Ocado has changed Laura’s life (sort of). The Hangout Question of the Week dives into why it’s so important that the Treatment Coordinator sees the patient first. Laura shares a masterclass in patient experience, patient psychology, and the subtle difference between being helpful and accidentally becoming “the salesperson”. This week’s banned word? A classic that instantly makes your practice feel outdated. And as for Confession Corner — let’s just say it’s one of the most memorable moments yet. In this episode:

This week, Laura and Leanna answer two big listener questions – starting with what to do when your associates resist the Treatment Coordinator (TCO) role, even though it’s clearly beneficial. From communication and workflows to mindset and motivation, they cover it all. Next up: managing your mates. What happens when a dental nurse steps up to practice manager – and suddenly has to lead her friends? They get honest about leadership, friendship boundaries and what really separates good managers from great ones. Then it’s time to ban not one but two common words in dentistry – both of which carry more negativity than you might think. And finally, Confession Corner is back… with a thud. Literally. In this episode:

This week, Laura and Leanna are fresh from the ADI Team Congress and full of energy. From co-presenting treatment coordination to discussing the challenges of being a speaker and a parent, this episode is packed with professional insight — and personal honesty. They also dive into a new banned phrase, help a TCO navigate a tricky dentist dynamic, and wrap up with a confession that’s part horror film, part dental drama.   In this episode: 

In this episode of the Horton Hangout, Laura shares her unexpected journey into dentistry – a tale of cold bus stops, fish and chips, and an NHS dental practice that kick-started it all. Meanwhile, Leanna tackles a listener's question about confidence in new roles, and the pair dive into the difference between managing and leading a team. Oh – and there’s a very curly surprise in this week’s Confession Corner. In this episode:

This week’s episode is a rollercoaster of awkward confessions, heartfelt honesty, and real talk about running a dental practice. Laura and Leanna dive into everything from changing the word “patient” to “client’, to the power of transparency in financial targets, and a dental nurse’s accidental – and audible – bodily moment mid-root canal.  In this episode: 

In Episode 3, Laura and Leanna are back with plenty of laughter and a side of chaos. From speaking surprises (this btw was a wind up) to patients storming in and swinging shirts over their heads — it’s a wild one. Laura teases that Leanna might be speaking at the Dentistry Show, Laura’s idea of having a joke. She did confess to this wind up when filming wrapped up for the day! In this powerful and hilarious episode, Laura and Leanna blend heartfelt discussion with their trademark humour. They open with a moving conversation about miscarriage rights, share banned words that sabotage patient trust, and dive into workplace stories you genuinely won’t believe – including lollipops, expensive sofas, and a nurse accidentally declaring “love you” to a patient. In this episode: Leanna reflects on a brilliant training trip to Ireland – and why interactive clients make all the difference ⚖️ Did you know there’s no bereavement leave in law for miscarriages under 24 weeks? Laura breaks down what’s changing — and why it

In Episode 3, Laura and Leanna are back with plenty of laughter and a side of chaos. From speaking surprises (this btw was a wind up) to patients storming in and swinging shirts over their heads — it’s a wild one. Laura teases that Leanna might be speaking at the Dentistry Show, Laura’s idea of having a joke. She did confess to this wind up when filming wrapped up for the day! They dig deeper into banned phrases in dental practice (hint: "take a seat" is out), explore the controversial plan to get teachers brushing kids’ teeth, and unpack a listener question about transitioning a dental nurse into a TCO role — including how to handle pay, responsibilities and expectations. In this episode:

In this episode of The Horton Hangout, Laura and Leanna open up about the real-life juggle of parenting, running businesses, and staying sane. They continue the banned words in dentistry conversation (spoiler: hygiene might be doing more harm than good) and share side-splitting workplace confessions — including the mystery of a pair of rogue knickers and a dentist who really should’ve chosen his words more wisely. What you'll hear in this episode:

Welcome to the debut episode of The Horton Hangout!  

Join Laura Horton and Leanna Best for a light-hearted catch-up where dentistry talk meets real-life banter. No guests, no scripts — just honest conversations, laughs, and a few surprises. Tune in for our popular features, such as Banned Words and Confessions, where dental professionals share their funniest, most shocking, and downright gross stories for us to read aloud. Fresh, fun, and a little bit cheeky — welcome to the new Horton Hangout podcast 2.0 for the dental team and industry.

Joe worked for 10 years in dental media. For the past 3 years he has owned Catalyst, which supports dental companies with their sales and marketing. He also runs the 'Future of Dentistry Summit' and the 'Fast Tracking Your Future' programme.   5 Areas of Passion Understanding the dental trade Publishing in modern times How to win awards How to best market The importance of networking https://www.horton-consulting.com catalyst-agency.co.uk  catalystsalesandmarketing.com https://www.instagram.com/joelovettcatalyst 

This month I had the to pleasure to Hangout with Cat Edney. Cat and I have bonded over a love of multidisciplinary care, utilising skill sets of hygienists and therapists, and of course treatment coordination.   Cat has answered questions on the implementation of dental therapy into practice, how to successfully support the therapist and bring them into the team. In addition Cat has given many top tips to help the dental team embrace therapy and make it a success.   About Cat: Award winning Dental Hygienist and Therapist, Cat Edney, has over ten years of experience working in specialist and private practice where she has developed a passion for soft skills training and multidisciplinary team working in the Dental Setting. With a focus on providing personalised care for patients, she takes a holistic approach to dental disease prevention.   Cat is passionate about soft skills and empathetic dentistry and has written for multiple dental publications as well as speaking on the subject of utilising dental hygieni

This month I have the pleasure of hanging out with Mikey Bateman.   Mikey is an award winning practice manager, and has been the business manager of Fergus and Glover for well over 15 years now.   Fergus and Glover have two sites in Scotland a good 150 miles apart and have won multiple awards over the years.   Mikey is an admin of the Facebook group The Dental Practice Managers Forum and he is a freelance consultant for Agile (formally Code / iComply)   In this podcast Mikey has answered questions that our listeners have sent in and he  answers them all beautifully by sharing his top tips for entering awards, developing your career as a practice manager, including gaining the knowledge to help you excel if you are a manager from outside of the profession.   In response to your questions and Instagram polls Mikey shares his top tips on hiring and firing, motivating a team as well as how to deal with the bad days in practice management.     Links to support you following our conversation:   Instagram @laurahort

In this podcast Laura had the honour to hangout with Rachel Jackson. Rachel is the founder of Superior Smiles in Knutsford, Cheshire. Her last 17 years have been a journey of discovery, learning, upskilling, and refining in the field of dentistry. She has over 12 years’ experience as a practice manager and treatment coordinator and 3 years ago she accomplished her goal of opening a practice where the patient is at the centre of every thought process. Having worked alongside many highly skilled clinicians in high-end private practices has given her the insight, knowledge and experience to work with her team in delivering a professional, positive, and comfortable end-to-end experience for every patient. Rachel is extremely passionate about dentistry and feels privileged to work within a profession where she can make a true difference to people’s lives. Our listeners sent in some great questions around: Top tips for setting up your own practice? If you had to do it all again….would you still set up a squat p