Find out how we helped Magdalen Health grow therapists by 200%

Dan and Toby are the founders of this incredibly busy osteopathic clinic based in Exeter

The problem

Having previously used a remote reception, Dan and Toby were understandably, quite wary trying another – us!  That was in 2015.  The positive was that they knew a remote reception would work for them in principle.

Toby and Dan wanted the clinic to expand from the 3 therapists in 2015.  There was no space for a physical receptionist and as a growing clinic, they didn’t want the expense involved with employment.

They needed a reception team that was unscripted, empathetic and friendly.  They also wanted receptionists that had an in-depth knowledge of Cliniko so they didn’t need training.

The approach

As the system that they used was Cliniko and it was very familiar to us, this was a seamless onboarding process.  A divert number was provided to divert the calls to us.  Cliniko have an admin login which we use to access the clinical system.

All clinic details were added to our call answering system.  This included, prices, directions to the clinic, parking, payment methods, cancellation policy.  The system is continually updated with information over time.

A system to record cancellations was implemented.  This means that people cancelling without rescheduling at the time are called back in 2 or 3 days to see how they are and if they would like to re-book their appointment.