For Clinicians

The invisible patient: Why missed calls are a critical issue for your clinic

Written by Moneypenny for Doctify

What if we told you your practice was missing out on a third of new enquiries? With 1 in 3 business calls missed, that’s exactly what’s happening in practices across the UK, according to research from Moneypenny, the UK’s leading call answering and live chat provider to the healthcare sector. 

First impressions count 

Most patients’ first connection with your practice is a phone call. This is where a patient will form their initial judgement and decide whether or not to continue their journey with you and invest their time, money and trust into your practice. 

But what if their call isn’t answered? It’s now easier than ever before to create a shortlist of specialists and if the first one does not respond promptly; patients will quickly move on to the next. 

It occurs more often than you realise 

On average, 1 in 10 calls will be a brand-new enquiry. But with a third of calls going unanswered, this could equate to multiple new leads being missed. For example, if a practice receives 60 calls in a day, this could mean 4 lost leads every day – that’s more than 1000 leads each year! Think about what this could mean for your practice – can you really afford to miss out on this many new patients? 

And, while you might think voicemail has you covered when your reception staff are busy on another line or seeing to patients, think again. 69% of callers won’t leave a message, meaning you’re not guaranteed an opportunity to follow up.  

Capture every lead, and more 

Partnering with a telephone answering service ensures you capture every call and that no lead slips through the net. But what’s more, it can delight an existing patient who will go on to become your biggest advocate. 

Safe in the knowledge that a dedicated professional receptionist is on hand to take your calls, you won’t need to ever worry about disappointing a caller or missing a vital message again. 

24/7 customer service

The service can work flexibly, to suit your practice’s needs. Opt for support on an overflow basis, during your peak times or out-of-office hours, or choose to have the support of a fully-outsourced solution, around the clock. 

Moneypenny’s service operates 24/7, enabling you to open up the doors to more enquiries and new leads. In an instant-access world, clients now expect to be able to contact you on their terms, at a time that suits them. Having a real person ready to take care of your callers, even when the physical practice is closed, puts your service at a substantial competitive advantage. 

More for your money 

Expanding your in-house team is not always an option. Whether it’s down to costs, space, or simply the time involved with recruitment and HR processes; hiring more full-time reception staff to prevent missed calls during busier spells can be really frustrating on days where things die down again and extra support isn’t necessary. 

A telephone answering service gives you the flexibility to increase or reduce your usage to reflect the changing needs of your practice, without the associated overheads. 

How can Moneypenny transform your practice? 

As the UK’s number one telephone answering service for healthcare providers, we’re trusted by thousands of practices across the country to impress clients and boost reputations every single day. 

We give you your own dedicated Moneypenny Receptionist, who is part of our specialist healthcare team, to look after some or all of your calls, exactly as if based within your practice. Fully briefed by you, they’ll answer calls in your practice’s name and either transfer them through to you or take a detailed message on your behalf and instantly notify you via the Moneypenny app. 

“It’s incredible; my patient bookings have doubled.” – Dr Ali Hamaad Consultant Cardiologist, Birmingham Cardiology

Wondering how many new enquiries we’ll help you capture? Why not try our FREE 7-day trial and experience our service for yourself, with absolutely no obligation to continue at the end of the week?

Contact Moneypenny’s Commercial Manager for the Healthcare sector, Stephanie Vaughan-Jones, on 0345 123 3700 or email for more information.