Your Spanish Patient CoordinatorOne Named Person, Start to Finish
- Every Spanish patient at Stunning Dentistry is assigned a single named patient coordinator at the point of first enquiry.
That coordinator is your point of contact from your first email through to your final bridge fit and into the warranty maintenance period that follows.
The model
Every Spanish patient at Stunning Dentistry is assigned a single named patient coordinator at the point of first enquiry. That coordinator is your point of contact from your first email through to your final bridge fit and into the warranty maintenance period that follows. They do not change unless they leave the company. There is no call centre. There is no rotating queue. The person who replies to your enquiry on day one is the person who calls you on day 670 to confirm your two-year post-fit OPG review.
We have six European patient coordinators, two of whom are Spanish-fluent (one Spaniard from Asturias and one Mexican who has lived in Madrid for 14 years). Four are based in our Hyderabad office; two are based in Europe (Madrid and Lisbon) so that there is always a European voice on the team during CET business hours. All six are full-time Stunning Dentistry employees. None is paid commission. Their compensation is independent of whether you choose to proceed with treatment.
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Response time standards
The coordinator's working hours are 8:00 AM – 6:00 PM Central European Time (CET), Monday through Saturday. Outside those hours, urgent and emergency contacts route to the on-call coordinator who covers the full 24-hour window. The 24/7 emergency line is a real number answered by a real person, not a voicemail.
| Type of contact | Standard response time | Channel |
|---|---|---|
| Non-urgent (information request, scheduling, paperwork) | 4 Spanish business hours | Email, WhatsApp |
| Urgent (post-op symptoms, medication question, travel disruption) | 1 hour | WhatsApp, phone |
| Emergency (clinical emergency, hospital admission, accident) | Immediate | Phone (24/7 emergency line) |
| Pre-departure week (final week before first or second visit) | All channels within 1 hour | Any |
| In-Hyderabad days | All channels within 30 minutes | Any |
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What the coordinator does, week by week
Weeks 1–4 (enquiry to case plan)
- Acknowledges your enquiry within 2 Spanish business hours.
- Walks you through the document checklist (OPG, CBCT, photographs).
- Schedules your video consultation with the senior clinician, in Spanish if preferred.
- Sends the written case plan, indicative quote in Euro, and travel estimate.
- Answers your follow-up questions before you commit.
Weeks 5–12 (booking to travel)
- Issues your invitation letter for the India e-Medical Visa within 2 Spanish business days of deposit.
- Walks you through the visa application step by step.
- Sends the flights shortlist with three or four routing options through Frankfurt, Munich, Doha, or Istanbul.
- Books your hotel from the partner block.
- Liaises with your Spanish home dentist if pre-travel work is needed (with your consent).
- Issues the pre-departure pack at week 11.
- Sends the driver's name, photo, and mobile 72 hours before departure.
First India visit
- Meets you at the hotel on arrival evening.
- Accompanies you to the clinic on day one and any day you would like company.
- Available 30-minute response on any channel for the duration of your stay.
- Manages any sightseeing or restaurant bookings you want to make.
- Arranges hospital escort if any non-dental medical issue arises.
- Drives the discharge process and final clinic checks before you fly home.
Integration interval (weeks 16–40 after first visit)
- Phone check at week 22.
- Coordinates the week-16 and week-28 reports from your Spanish home dentist.
- Schedules the week-36 video consultation with your SD clinician.
- Manages any incidental questions about diet, the provisional, or hygiene.
Second India visit
- Same as first visit, with shorter onboarding because you know the hotel and the team.
- Manages the final fit appointment, including arranging for a family member to be present if you want.
- Issues the discharge pack with full clinical records, USB, and warranty documentation.
Post-return (months 1–24+)
- Coordinates the month-1, month-3, month-6, month-12, and month-24 review milestones.
- Liaises with your Spanish home dentist on six-monthly maintenance.
- Manages any warranty claims or complications throughout the warranty life.
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Ten questions worth asking your coordinator
The coordinator's job is to answer everything. Some questions Spanish patients commonly underuse:
1. *"¿Puede ponerme en contacto con dos pacientes de mi comunidad autónoma que tuvieran un caso similar?"* (Can you put me in touch with two patients from my autonomous community who had a similar case?), We always can; we ask for permission before we share contacts.
2. *"¿Qué piensa realmente de mi caso? ¿Debería viajar?"* (What do you actually think about my case? Should I travel?), They will tell you honestly. About 14% of Spanish enquiries are advised to stay home.
3. *"¿Cuál es el error más común que cometen sus pacientes españoles en el intervalo de integración?"* (What is the most common mistake your Spanish patients make in the integration interval?), Underestimating the soft food fatigue at week 4; over-eating crusty bread by week 8.
4. *"¿Qué cubre normalmente mi póliza privada de salud para tratamiento en el extranjero?"* (What does my private health policy typically cover for treatment abroad?), They have detailed knowledge of Sanitas, Adeslas, DKV, Asisa, Mapfre, and Mutua Madrileña experience.
5. *"¿Quién sería mi contacto de emergencia en Hyderabad si usted estuviera de vacaciones?"* (Who would be my emergency contact in Hyderabad if you were on holiday?), Always a named alternate, never a generic queue.
6. *"¿Puedo traer a mi pareja / hijo adulto / padre? ¿Qué cambia eso?"* (Can I bring my partner / adult child / parent? What does that change?), Companions are welcome and we issue Attendant Visa letters at no cost.
7. *"¿Qué pasa si mi vuelo se cancela?"* (What happens if my flight is cancelled?), We rebook and we cover hotel accommodation up to 48 hours during weather or airline disruption.
8. *"¿Qué hago si necesito un dentista de emergencia entre mi primera y segunda visita?"* (What do I do if I need an emergency dentist between my first and second visit?), Call the coordinator first; we have a network of vetted Spanish dentists in all major cities who will see SD patients on emergency.
9. *"¿Podré volar a casa con los provisionales y comer normalmente?"* (Will I be able to fly home with provisionals and eat normally?), Yes, after the first 14 days. We will tell you when.
10. *"¿Qué pasa si el trabajo necesita rehacerse en cinco años?"* (What if the work needs to be redone in five years?), Covered under the 10-year monolithic zirconia warranty. The coordinator manages the claims process.
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What good coordination feels like
The most common feedback we receive from Spanish patients about our coordination is that it does not feel like coordination. Hotel rooms are ready. Drivers are on time. Visa letters arrive when expected. Replies to questions appear in 90 minutes, not 90 hours. The pre-departure pack is in the post three weeks before you fly. Nothing is dramatic.
If something is wrong, escalation is fast and visible. The four-step escalation pathway is:
1. Coordinator (your day-to-day contact).
2. Coordinator team lead (Mrs. Anjali Reddy, European patient division). Reachable within 1 Spanish business hour.
3. Director of patient services (Dr. Kiran Madhav). Reachable within 4 Spanish business hours.
4. Founder / Clinical Director (Dr. Sai Krishna). Reachable within 1 Spanish business day.
This is published deliberately. We want you to know exactly who you can reach if your coordinator is, for any reason, not responding within the standards above.
Questions about this procedure?
What we ask of you
Two things, both small:
1. Reply to non-urgent emails within 48 hours during the planning phase, even if just to acknowledge. This matters because some steps (visa application, flight booking) have lead times.
2. Tell us what you actually think. If a hotel was disappointing, if a driver was late, if a clinic appointment ran long, if anything fell short, tell your coordinator the same day. We can almost always fix it. We cannot fix what we do not know about.
At Stunning Dentistry
El coordinador con nombre y apellidos que le asignamos es el coordinador con nombre y apellidos que responde cuando algo va mal.
Sources: Stunning Dentistry European patient division operating standards revised January 2026; coordinator response-time audit Q4 2025; Spanish patient feedback survey 2021–2026 (n = 41 respondents).
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No waiting list for eligible cases
- Remote file review before travel
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Trip coordinated with care timeline
- Remote file review before travel
- Evidence-led treatment checkpoints
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