For private clinics
Consultations booked. The paperwork in before the day.
Whether it’s the booking line, the paperwork before each clinic or the follow-up after it, we can run it for you, set it up, or advise on how it should work.
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What we do
A consultation needs a booking, a form, and sometimes a referral letter or an insurer’s authorisation. We can take that work on. As a team, as the set-up behind it, or as advice.
Booked by the team, answered by your clinicians
The team books, takes details and answers from what you’ve written down. A question about a symptom or a result isn’t theirs to answer. Nor is whether a consultant can help with one person’s particular problem. They say so plainly, and pass it on by the route you’ve set.
Which parts we take on is up to you
It could be the evening and weekend line. It could be next week’s appointments with a form or a number still missing, with no calls to answer at all. Or it could be one project to put every consultant’s booking rules in one place.
Who gets in touch, and why.
A clinic hears from people it hasn’t seen yet, from patients it already knows, and from the other doctors who send them. Each rings about different things.
New patients
Before a first consultation
- Which consultant should I see about my knee?
- What does a first consultation cost, and what’s included?
- Are you recognised by my insurer?
- Do I need a letter from my own doctor?
- How soon could I be seen?
Patients you’ve seen
Between appointments, and after them
- Moving or cancelling an appointment
- Booking the follow-up, the scan or the procedure date
- Has my report gone to my own doctor?
- A receipt to send to my insurer
- What did my results show?
Other doctors and their offices
Referring a patient, or following one up
- We’re referring a patient. Who should the letter go to?
- Did our referral letter reach you?
- Could the consultant ring our doctor back?
- Where should the report be sent?
What we’d take on.
Each of these comes in as calls, or as a list of what’s due. A team of ours works it to your written rules, in your own practice system.
- The booking lineNew and follow-up consultations booked, moved and cancelled in your system, by consultant and by site. Where a consultant’s diary is kept by someone of their own, the request reaches that person complete.
- New patient enquiriesCalls, web forms and chat answered from your own list of fees, insurers recognised and which consultant sees what. Nothing is said beyond it.
- Who is paying, taken properlySelf-pay or insured is asked at booking. For an insured patient the team records the insurer, membership number and authorisation number as the patient gives them, and says what to ask the insurer for.
- Forms and letters before the dayComing appointments with something still missing, worked through as a list. Registration forms are sent and chased, and a referral letter that hasn’t arrived is asked for.
- Referrals followed upWhen another doctor refers a patient, the patient is rung and booked with the consultant asked for. A doctor’s office that rings is answered, and a message for a consultant goes to whoever looks after that diary.
- Evenings and weekendsThe same booking line, at the hours you choose. A caller who says they feel unwell hears the arrangements you’ve written for that.
New booking · Insured patient
First consultation about a shoulder, paid for by an insurer
- Consultant
- From your list of who sees shoulders
- Insurer and membership number recorded
- Authorisation number still to come
To you
Booked for Thursday week. The patient is ringing their insurer today. We’ll ask for the number again on Monday if it isn’t on the record.
In your practice system, against the appointment
Around the clinic day
And the things you hadn’t thought to ask for.
It may have been cover for the phones that brought you here. These are six more things we could set up, run or advise on.
- We set it up
The clinical line, in writing
Which questions belong to a clinician, the words the team uses and who is told, written down for your clinicians to approve.
Processes and knowledge base - We set it up
Every consultant’s rules in one place
Clinic days, sites, what each consultant sees, appointment lengths and what is needed before a first visit, kept where whoever answers can find them.
Processes and knowledge base - We set it up
Why patients ring
A reason noted on each call, from a short list agreed with you. It shows which questions keep coming, and who is asking them.
Reporting - We run it
Cancelled slots offered to your waiting list
When a patient cancels, the slot is offered to the people waiting, in the order you set. This works where you keep a waiting list.
Reception and call answering - We run it
Yesterday’s missed appointments, rung
Patients who didn’t attend are rung to rebook, from the list your system gives. A question about a charge for the missed appointment is noted and passed to you.
Reception and call answering - We plan it with you
As you add consultants and sites
Where calls and enquiries should land as the clinic grows, and how each consultant and site keeps its own rules.
Consultancy
Insurer, referrer, consultant
Whose answer is it to give?
Some of what a patient asks can be answered from your own lists. Some of it belongs to their insurer, to the doctor who referred them or to your consultant. The team’s first job is to know which. These are examples, and each route is yours to set.
The patient asks
Who has the answer
The team
One conversation with the patient. The right person asked, or told, on their behalf.
“Which of your consultants sees shoulders?”
“Has my referral letter reached you?”
“Will my insurer cover this?”
“What did my scan show?”
The team behind it.
Patients and the doctors who refer them deal with your clinic throughout. The team works in your system, to each consultant’s rules.
Hired by us, coached by our team leads
Trained on your consultants, your fees and your written rules before they take a call. Each team has a team lead whose job is coaching.
How we workOne location, agreed with you
The Philippines, Portugal or Ireland. The hours you want covered, the languages your patients speak and the work decide which.
Where we workPatients’ details
Named logins in your own system, and access only to what the work needs. Health information is handled only where that is agreed with you in writing first.
Security and data protection
Questions, answered.
The things private clinics are likely to ask first.
What happens when a call turns clinical?
The team stops answering and says so, in wording your clinicians have approved. It writes down what the patient said, in their words. Then it checks your written list of things a caller might say, and does what the list sets out for that one. That might be an appointment offered, a message to a named clinician, or the arrangements you’ve written for someone who feels unwell. The team follows the list. It never weighs up how serious something sounds.
What stays with our consultants and our own staff?
Anything clinical, for a start. That means symptoms, results, and whether a consultant can help with a particular problem. So does any fee that isn’t on your list, and anything said to an insurer about a patient. Unpaid invoices are yours to follow up as well. The team books, gathers what an appointment needs and passes on the rest.
Will the team book straight into our diaries, or pass messages?
Straight into the diaries, wherever you give access. The team works in your practice system, and each person needs a login of their own, which is yours to give. Some consultants’ diaries are kept by someone of their own. For those, the team takes the request in full and passes it across.
How are insured patients handled?
The team asks at booking whether the patient is paying themselves or through an insurer. For an insured patient it records the insurer, the membership number and the authorisation number, as the patient gives them. If the number isn’t there yet, the patient is told what to ask their insurer for, and is asked again before the day. The team doesn’t check cover, and doesn’t speak to an insurer on a patient’s behalf. What each insurer needs comes from your own list.
We have several consultants and sites, each with their own rules. Can the team keep them apart?
Yes. Each consultant’s days, sites, appointment lengths and requirements are written down, and whoever answers has them open. If they aren’t written down in one place today, we’ll help you put them there. A new consultant or site is trained in before the team books for it.
What will the team be able to see of our patients’ records?
Only what you give access to, and only what the work needs. For booking, that is usually the diary, contact details and what is still outstanding for an appointment. Access is through a named login for each person, in your own system. Health information is handled only where that has been agreed with you in writing first.Security and data protection
How are deposits and fees paid?
That depends on how you take payment today. It might be on the day, through your own booking page, or by a link your system sends. The team never hears or sees a card number. Where a deposit is due before a first consultation, we’d work out the route with you before the team starts.
Who manages the team?
We do. Hiring, the rota, cover and performance are ours, and each team has a team lead whose job is coaching. Your own staff don’t hand out the work or check it. You deal with one person who owns your service.How we work
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work private clinics are most likely to need, not everything we do. If the work follows a process and happens on the phone, in an inbox or in your practice system, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
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