Finding the Right Call Handling Solution for Your Medical Practice

As the owner of a telephone answering service with nearly two decades of experience, I’ve had the privilege of working closely with medical professionals, including dentists, opticians, and private practitioners.

One of the most common questions I hear is: What’s the best way to manage calls?

Whilst phone calls are important to every business, they can also be difficult to manage. Its easy to miss a call, call patterns can be unpredictable, they can interrupt work flow and create extra work such as following up voicemails.

There’s no one-size-fits-all answer. Different practices have different needs, but it’s worth taking a closer look at the pros and cons of the most common solutions to help you decide what’s best for your business.  

Option 1: Handling Calls Yourself  

The Pros:

• Direct Contact: No one knows your practice better than you. When you answer the phone, you can provide personalised service and handle queries instantly.
• Cost-Free: There’s no financial outlay—it’s simply part of your day (although your time is costly if you could be completing other more profitable tasks).

The Cons:

• Interruptions: Calls can disrupt patient care, consultations, or your focus on critical tasks.
• Stress: Juggling calls alongside your clinical responsibilities can quickly become overwhelming, particularly during busy periods.
• Missed Opportunities: If you’re with a patient, unanswered calls can lead to lost appointments or frustrated patients.

Verdict: While answering calls yourself may work for very small practices, it’s rarely sustainable in the long term.

Option 2: Employing a Receptionist  

The Pros:

• Dedicated Support: A receptionist can manage your calls, appointments, and patient enquiries, ensuring consistent service with a detailed understanding of your practice.
• Face-to-Face Interaction: In a clinic or surgery, having someone greet patients and answer calls creates a professional image.  

The Cons:

• Costly: Salaries, NI costs, pensions, training, and covering sick leave or holidays can be expensive.  
• Capacity Limits: A single receptionist may struggle during peak times, leading to missed calls or delays in booking appointments.  

Verdict: While a receptionist is ideal for in-person support, they may not always be the most cost-effective or scalable solution for call handling.

Option 3: Using Voicemail

The Pros:

• Low Cost: Voicemail requires little to no financial investment.
• Flexible: Patients can leave messages at any time, which you can address when it suits you.  

The Cons:

• Impersonal: Many patients prefer speaking to a person rather than leaving a voicemail and then wondering if you’ve listened to it.
• Lost Opportunities: Some patients won’t bother leaving a message, particularly if they’re in a hurry, stressed or don’t feel confident leaving personal information on a machine.
• Time-Consuming: You’ll need to check messages, return calls, and often play phone tag.

Verdict: Voicemail can be a stopgap, but it’s not a long-term solution for a professional practice focused on patient care.

Option 4: Accepting Enquiries via Email Only  

The Pros:

• Convenience: Emails don’t interrupt your day, and you can reply when you have time.
• Clear Records: Email provides a written record of patient communications.

The Cons:

• Delayed Responses: Patients needing urgent assistance may feel frustrated by slow replies.  
• Limited Accessibility: Not everyone feels comfortable communicating via email, particularly older patients or those without regular internet access.

Verdict: Email works well as an additional channel but rarely replaces the immediacy of a phone call.

Option 5: Outsourcing to a Telephone Answering Service

The Pros:

• Professional Support: Calls are answered by trained professionals who understand your business and act as an extension of your practice.
• Appointment Management: Many services can book and rearrange appointments at the time of the call, saving you and your patients valuable time.
• Cost-Effective: Outsourcing is often more affordable than hiring a receptionist, with no additional costs for sick leave, holidays, or training.
• Scalable: Whether you need support during busy times or full-time call management, a service can adapt to your requirements.
• Patient-Centred: Patients always speak to a real person, improving satisfaction and trust.

The Cons:

• Outsourcing Concerns: Some practices worry about losing control, but a good service works closely with you to align with your standards and procedures.
• Initial Adjustment: There may be a brief period of fine-tuning as the service learns the nuances of your practice.

Verdict: A telephone answering service is a flexible, cost-effective solution for practices looking to maintain professionalism and streamline operations without the overhead of additional in-house staff.

Which Option is Right for Your Practice?

There’s no perfect answer—each practice has unique needs. But for many, the right solution involves combining tools, such as using email for non-urgent enquiries and outsourcing call handling to ensure patients always reach a friendly, knowledgeable voice.

A tailored telephone answering service, like ours, ensures every call is answered with care, appointments are managed efficiently, and patient confidentiality is maintained.

At the end of the day, your call handling solution should enhance your patients’ experience and make your life easier. Whether you choose to handle calls yourself, employ a receptionist, or outsource, the key is finding a balance that works for you.
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Further Information:

If you’d like to learn more, visit our Medical Answering Services page for detailed insights, and take a look at the FAQ’s below:

https://www.yourofficeandpa.co.uk/industries/medical-services/

 

FAQs: Choosing the Right Call Handling Solution for Your Medical Practice  

Q1. Why is call handling so important for medical practices?

Call handling is critical in the medical industry because patients rely on quick and efficient communication. Missed or mishandled calls can lead to lost appointments, dissatisfied patients, or delayed care. Having a reliable solution in place ensures patients feel valued and supported, enhancing your practice's reputation.  

Q2. What are the disadvantages of answering calls yourself?

While answering calls yourself gives you full control, it can quickly become overwhelming. Interruptions during consultations or procedures can impact the quality of care you provide, and missed calls can lead to lost opportunities. It’s rarely a practical long-term solution, especially for busy practices.  

Q3. Is hiring a receptionist better than outsourcing call handling?

Hiring a receptionist can work well for in-person support, but it comes with higher costs, including salaries, Ni payment, pension contributions, training, equipment and benefits. A single receptionist may also struggle during peak times, leading to missed calls. Outsourcing can be a more cost-effective and scalable alternative while maintaining professional call handling standards.  

Q4. Are voicemails a good solution for handling patient calls?

Voicemails can work as a temporary fix, but they often feel impersonal to patients. Many people prefer speaking to a real person, especially when dealing with medical concerns. Additionally, listening to messages and returning calls takes up valuable time and can lead to delays in responding to urgent enquiries.  

Q5. Why might email not be enough for medical practices?

Email is great for non-urgent communications but lacks the immediacy of a phone call. Patients may feel frustrated waiting for replies, and some individuals, particularly older patients, may not find email convenient. A combination of email and a reliable call handling system is often the best approach.  

Q6. How does a telephone answering service work for medical practices?

A telephone answering service acts as an extension of your practice. Trained professionals answer calls in your practice’s name, manage appointment bookings, and handle patient enquiries. They follow your specific procedures to ensure seamless communication while maintaining patient confidentiality.

Q7. What are the main benefits of outsourcing call handling?

Outsourcing ensures all calls are answered promptly and professionally, even during busy periods. It’s a cost-effective solution compared to hiring staff, and it frees up your time to focus on patient care. Plus, services like appointment booking and message taking can streamline your operations. 

Q8. Will outsourcing mean losing control of patient communication?  

Not at all. A good telephone answering service works closely with your practice to follow your protocols and understand your needs. At Your Office & PA, we pride ourselves on becoming a seamless extension of your team, ensuring your patients receive the same high level of service they’d expect from your in-house staff.  

Q9. How can I be sure patient confidentiality is maintained?

Patient confidentiality is a top priority for reputable answering services. At Your Office & PA, our team is fully trained in handling sensitive medical information, and we follow strict data protection regulations to ensure your patients’ information is kept secure and private.

Q10. Is a telephone answering service suitable for smaller practices?

Yes, absolutely! Smaller practices often benefit the most from outsourcing as it allows them to maintain a professional image and ensure calls are always answered without the expense of hiring additional staff. It’s a flexible solution that can adapt as your practice grows.  

Q11. How do I get started with an answering service for my practice?

Getting started is simple. Most services, including ours, offer a free trial period so you can experience the benefits before committing. Contact Your Office & PA to discuss your needs, and we’ll create a tailored plan to support your practice.  

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Have more questions? Get in touch with us—we’re always happy to help!

Download our free information pack here: https://www.yourofficeandpa.co.uk/pricing/

For more information about our service, including our 14 Day FREE Trial, visit www.yourofficeandpa.co.uk or give me a call on 01928 508800.