Inbound & outbound
Call handling for clinics. Booked, not just answered.
A patient who rings while you are mid-treatment and hears a voicemail is a £300–500 opportunity, gone. So is a lead from your ads that nobody calls back. Clinic Evo answers your calls, rings those leads back, and books patients straight into your diary.
Lower back pain, new patient
Answered by a handler briefed on your clinic
- Sports injuryAd lead callbackBooked Fri, 9:15am
- SciaticaInbound callBooked Thu, 4:30pm
- Neck painOut of hoursBooked Mon, 8:00am
- Price enquiryInbound callFollow-up set
Illustrative view of a clinic's call desk. Patient details are never shown.
The cost of a missed call
A missed call is not an inconvenience. It is lost revenue.
A typical MSK patient who calls a clinic is usually ready to book. They have already decided they need treatment. They are not researching, they are choosing which clinic to attend. When your phone rings out, they call the next clinic on the list.
A single missed patient represents £300–500 in immediate treatment revenue, and potentially £1,500+ across a full treatment course and future return visits. Across a year of missed calls, the total is significant, and entirely preventable.
The same is true of a lead your ads worked hard to generate: if nobody rings it back quickly, it goes cold. Clinic Evo's call handling sits alongside Patient Pulse to ensure nothing falls through the gap, whether the enquiry comes by phone, form, or ad, inbound or called back.
Estimate your missed-call cost
Calls that ring out while you are mid-treatment, at lunch or out of hours.
A single appointment is often £300–£500; a full course can be £1,500+.
Likely lost every year
£52,000
Assumes around half of missed callers book elsewhere and never return. Trained call handling is designed to recover most of this.
Where patients drop out
Four things can end an enquiry before treatment ever begins.
Four quiet drop-out points. None of them show up in the accounts, so they are easy to miss: you just feel the empty diary.
The phone rings out.
A prospective patient calls while you are mid-treatment. They had already decided they needed treatment, and they were choosing which clinic to attend. Nobody calls them back, so they call the next clinic on the list.
Your reply goes out at 9am.
A form is submitted at 9pm. Nobody replies until the following morning. The clinic that responds first gets the booking. Not the best clinic. The fastest.
No system. No follow-up. No booking.
A lead you paid to generate arrives through Facebook and disappears into a WhatsApp thread nobody revisits. No one calls it back.
Nobody contacts them.
A patient attends twice, makes a good recovery, and says they will book again when they need you. Months later the pain returns, but nobody has been in touch, so they search again and find whoever comes up first.
Every one of these is an enquiry you already paid to create. Answering the phone and calling leads back closes all four.
Why we built this
Ads are one part of the process. It has to be an integrated system: what happens after that person provides their details, the follow-up process, and going into your marketing ecosystem. That is just as important.
Danny Morgan
Co-founder, Clinic Evo, and a practising osteopath
How it works
A handler who knows your clinic
Every call follows the same path, from the moment a patient dials to the moment they are booked and followed up.
- 1
A patient calls, or a lead comes in
Inbound calls land on whichever lines you choose to divert, including the ones that ring out while you are with a patient. New enquiries from your ads and website forms arrive at the same time.
- 2
A trained handler answers, or calls them back
Every inbound call is answered by a handler briefed on your services, practitioners and availability, never left to voicemail. Leads from your marketing get a fast outbound call back, while their intent is still high.
- 3
The patient is booked into your diary
Because handlers know your live availability and booking process, they book the patient straight into your diary, synced to avoid double-bookings, rather than simply taking a message.
- 4
Everything is logged into Patient Pulse
Every call, callback and new lead is captured in one place. Bookings are confirmed, and anyone not yet booked enters the same fast follow-up as your online enquiries, including out-of-hours.
Not an answering service
Your handler books the appointment
- Reads a script that could belong to any businessBriefed on your services, your practitioners and your prices
- Takes a message for someone at the clinic to action laterBooks the patient into your live diary while they are on the phone
- Leaves the leads your ads generated for you to chaseRings those leads back the same day, while their intent is high
- Emails you a note that joins the pileLogs every call in Patient Pulse alongside your online enquiries
Part of the whole chain
We handle what happens after the call too
A call is only worth answering if something brought the patient to your number, and only worth taking if the booking sticks and the follow-up happens. Every step below is something Clinic Evo runs.
- 02The call is answeredBy a handler who knows your services, practitioners and availability. Never voicemail.
- 03The patient is bookedStraight into your diary from the call, not left as a message for later.
FAQ
Call handling FAQs
It covers what a medical answering service does, and then keeps going. A traditional answering service takes a message and passes it on, which still leaves someone at the clinic to call the patient back. Handlers here are briefed on your clinic and can book the patient into your diary on the call, and they also ring back the leads your advertising generates rather than waiting for those people to try again.
Trained handlers who have been briefed specifically on your clinic, its services, practitioners, availability and booking process. It is not a generic answering service reading from a script that could belong to any business.
Yes. Patients often call at inconvenient times, evenings, weekends and during busy clinic hours. Out-of-hours coverage means an enquiry that arrives at 9pm is captured and followed up, not left sitting in voicemail until somebody thinks to check it.
Every call is logged directly into Patient Pulse, our lead management system. Missed calls, enquiries and new leads are tracked and entered into the same automatic follow-up as your online enquiries, so phone and digital enquiries are handled the same way.
Yes. As well as answering inbound calls, handlers make outbound calls to the new enquiries your ads and website forms generate, reaching them while their intent is still high, which is rarely the moment a busy reception can spare.
Yes. They work from your live availability, so the appointment is made while the patient is still on the phone and the slot is held there and then. If nothing in the diary suits, the patient goes into the same follow-up as your online enquiries, so the enquiry is still not lost.
A single missed patient is often £300–500 in immediate treatment revenue and £1,500+ across a full course and future visits. Most callers who reach voicemail simply call the next clinic, so across a year the lost revenue is significant and largely preventable.
Take the first step
Answer every call, and book the patients already ringing
Get a free clinic audit. We will look at how your calls and enquiries are handled now, and what a fully answered phone would be worth to the diary.