New patients ring when reception has gone home
An agreed enquiry process can capture a request for staff to review when the practice reopens.
After-hours demand, captured.
Clinical advice, never.
Appointment requests, routine questions and administration can compete for reception time. We discuss where support would help, then scope the workflow and access carefully. Clinical advice and decisions stay with qualified people.
WHERE WORK GETS STUCK
Where routine work puts pressure on reception
Reception is on the phone instead of with the patient in front of them
Appointment changes, ‘do you do…’ questions and price-from enquiries eat the day.
Empty slots that could have been filled
Reminders sent late or not at all; cancellations that never get re-offered.
Support the admin around patient care.
One possible implementation is an enquiry and appointment workflow using approved practice information. We can also assess administrative hand-offs, reporting or website improvements, separately from clinical decision-making.
- 01ANSWER
Discloses it is the practice’s virtual receptionist
Recording notice in the first ten seconds. Takes the patient’s name, contact and what they are looking for.
- 02SIGNPOST
NHS or private, new or existing, routine or urgent
Pain, swelling and trauma go to your emergency path and a person. Everything else is booked or captured.
- 03HOLD OR REQUEST
Into Google Calendar or a held slot for staff to confirm
Connections to practice systems are assessed individually and use supported access. Where direct booking is unavailable, staff receive a structured request to confirm.
- 04REMIND
Agreed appointment reminders
Reminder timing, patient preferences and staff hand-over are agreed as part of the implementation.
Agree the rules before the system goes live.
We agree what each system may do, when it needs approval and how it hands over to your team. We test it against your working scenarios before launch and agree the support and review arrangements.
Diagnose, or give any clinical advice
Included in the agreed scope and checked before go-live, with a clear route to a person when needed.
Quote a treatment price that is not in the approved price-from table
Included in the agreed scope and checked before go-live, with a clear route to a person when needed.
Store clinical detail in transcripts
Included in the agreed scope and checked before go-live, with a clear route to a person when needed.
Book the wrong clinician or the wrong treatment
Included in the agreed scope and checked before go-live, with a clear route to a person when needed.
Miss the emergency path on pain, swelling or trauma
Included in the agreed scope and checked before go-live, with a clear route to a person when needed.
BUILT AROUND YOUR BUSINESS
Clinical implementation — individually scoped
We quote for the administrative work, practice systems and controls involved. Data access, booking rules, review requirements and ongoing support are agreed before implementation.
IMPLEMENTATIONQuoted after reviewONGOING SUPPORTAgreed in your proposal
- Administrative workflows and staff reporting
- Website and enquiry handling where needed
- Appointment requests with staff confirmation
- Clinical questions directed to a person
- Data access and retention agreed for the purpose
- Tests based on the practice’s real working scenarios
NEXT STEP
Start with a free discovery chat.
In 20 minutes, talk through your business, repetitive work and current tools. We explore useful opportunities and a high-level approach, with no obligation. No paid audit is required for the first conversation.