Running a GP practice is about more than providing excellent medical care. It is also about creating a calm and welcoming environment for patients while ensuring enquiries are handled smoothly. For one private practice in Formby, professional call answering has been key to achieving this balance.
Why reliable call answering matters
Patients today engage with practices in different ways. While many book appointments online or use websites to access information, others prefer the reassurance of speaking to someone directly. This is especially true for older patients who value being able to phone with questions before committing to an appointment.
Without a reliable call answering service, these calls can disrupt the flow of a practice, leaving staff torn between patient care and ringing phones. For the Formby GP, outsourcing calls has ensured every patient receives the support they need without compromising the calm environment of the practice.
“It’s just been great for us not to have to worry about answering the phone and we can look after patients once they get into the practice, we can look after patient care being confident we’re not going to be missing calls, missing business and that our patients are able to get through and contact us.”
Dr John Cosgrove
The benefits of professional call handling
By having an external team manage incoming calls, the GP and staff can focus on what matters most: caring for patients face-to-face. The benefits have been clear:
- Time savings: Staff are no longer tied up dealing with constant phone calls.
- Improved patient experience: Patients receive a friendly, approachable first point of contact.
- Operational calm: Phones don’t ring inside the practice, maintaining a peaceful atmosphere.
- Flexible pricing: Transparent structures that avoid unnecessary charges for unwanted calls.
The practice reported positive feedback from patients who appreciated being able to reach a human voice quickly, with many commenting on the friendliness and professionalism of the call handlers.
Supporting patient care
For the doctors, the service has given them confidence that patients are never left waiting on the line or struggling to get through. Online bookings and email enquiries continue to work well, but the phone remains a vital channel for those who prefer personal contact. The outsourced solution means both patient preferences are catered for.
A message to other practices
When asked if they would recommend this type of solution to other practices and small businesses, the Formby GP had no hesitation. From competitive pricing to reliable support and a flexible approach, outsourced call answering has been exactly what they needed.
