How [Clinic name] stopped losing patients to a ringing phone
A conversation with
[Name]
[Role]
Challenge
[Clinic name] takes calls, web forms and messages all day, with [0] people on the desk. Calls ring out during consults, replies wait until morning, and nobody can say how many enquiries never became a booking.
Solution
Use Sovica to answer every enquiry in minutes, day or night, finish the booking on the record instead of passing a message, and send anything clinical to a named clinician with the reason.
Results
[00%] of enquiries booked by morning.
[0,000+] calls resolved per month.
[0] hours per week back for the front desk.
[Clinic name] is a private GP practice serving [000,000] patients in [City]. After [00%] growth in [Year], the phones had outgrown the desk. With Sovica, every call, form and message lands on one patient record, and the agent finishes the booking while the team is with patients.
Every missed call was a lost booking
A growing practice meets the same problem every week: the busier the rooms, the fewer calls anyone can pick up.
[Clinic name] was losing [00%] of its calls during clinic hours. Enquiries sat in separate inboxes, and each reply meant looking the patient up again.
They needed a system that could answer at any hour, read the diary and finish the booking, not take a message. Sovica gave them that system.
“[Customer quote: the first week every call was answered.]”
With Sovica, [Clinic name] now runs its front desk on one record: calls, texts and forms in one inbox, each tied to the patient. The first step was enquiries on draft, with the team sending every reply.
Booking at any hour with agents
At [Clinic name], every enquiry reaches the Sovica agent first. It checks the practitioner, the room and the length of the visit, then offers a slot and sends the forms.
“[Customer quote: what patients say about getting an answer at 9 pm.]”
Medical questions never get an answer from the agent. They go to a named clinician, with the transcript on the patient’s record and the reason it was passed on.
“[Customer quote: how it feels to hand the phones over and stay in control.]”
The impact on [Clinic name] is tangible:
[0] missed calls and replies within [00] minutes
Time to book down from [00] hours to [00] minutes
[00%] of enquiries booked without staff
Connecting enquiries to the diary
For [Clinic name], a booking only counts if it lands in the right slot. With Sovica, the agent works from the same diary, rooms and rules as the desk.
“[Customer quote: the moment the diary and the phones became one thing.]”
Now, when anyone at the practice opens a patient, they instantly see:
Every call and message
Upcoming visits
Forms still to sign
“[Customer quote: seeing the whole patient before picking up.]”
Growing without adding to the desk
With every enquiry answered and booked on one record, [Clinic name] is ready to open [0] more rooms without adding to the desk.
“[Customer quote: what Sovica means for the practice as it grows.]”
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