Synopsis
- Profession: Chiropractor Lead
- Practice Size: Full-time Multi-Location, Multi-Practitioner practice
- Number of Employees: 25+
- Time in Practice: 26 Years.
- Auto Attend Plan: Haven Plan.
- Time Savings: 50 Hours per Month.
- Projected Revenue Increase: £ 27 400 per annum.
The Problem
Simon serves as the Clinical Director of a thriving multi-location practice offering physiotherapy, chiropractic, osteopathy, acupuncture, podiatry, reflexology, counselling, and massage therapy. With 23 practitioners and an additional three receptionists, the business flourished until it faced an unexpected challenge. A long-term receptionist took sick leave, leaving Simon in a bind.
The prospect of hiring temporary staff was daunting. He wasn't certain when the receptionist would return and was reluctant to employ someone new, fearing the disruption it might cause in training and workflow. Previously, the practice had tried a couple of external call-handling companies, but Simon found them lacking in industry knowledge and connection to his team. This led to booking mistakes and a slew of other issues that had shaken his confidence in their services.
Feeling overwhelmed and uncertain about the future, Simon knew he needed a reliable solution that could uphold the high standards of patient care while maintaining professional communication at multiple locations.
The Solution
In search of a comprehensive solution, Simon turned to Auto Attend and opted for the Haven Plan, which offered full features tailored to his multi-location practice’s needs.
Automated Appointment Management: Auto Attend could seamlessly integrate with Simon's existing practice management software to manage bookings across all locations. This interoperability allowed for consistent communications and ensured no patient calls or messages were overlooked.
Intelligent Assistants: One of the most significant advantages Simon experienced was the use of Auto Attend’s intelligent assistants. They could facilitate communications, booking arrangements, rescheduling, and cancellations across all platforms, whether by phone, messaging, or chat. This feature alleviated the pressure on existing reception staff and created a smooth experience for both the patients and the practice.
Reduced Staffing Stress: By implementing Auto Attend, Simon relieved his existing receptionists from the overwhelming volume of calls while ensuring patients still received answers to inquiries promptly. The virtual assistance made it possible for the practice to maintain its high reputation for service without the usual worry and stress associated with being short-staffed.
In addition, the potential for a dedicated automated appointment line meant that if and when the sick receptionist returned, the transition back to full-time wouldn’t be stressful for her or the team, as contracts were not an issue.
The Longer Term
The results of this strategic implementation were transformative. Auto Attend provided Simon with the reliability he needed during an uncertain time. He found that the high-quality communication directly impacted patient satisfaction, as clients appreciated the timely responses and professional handling of appointments.
"At first, I viewed this as a makeshift solution," Simon remarked. “But it quickly turned into an essential service for our practice.” The chatbot and messaging features became extremely popular among patients, providing them with a convenient method for managing appointments and inquiries.
Simon noticed another significant benefit: his reception staff could focus on their training and more meaningful tasks that enhanced their job satisfaction, rather than being consumed by call volume. This led to improved morale within the team, as practitioners were able to work alongside the skilled receptionists without fear of interruption.
Moreover, the marketing and strategic support provided by Auto Attend became a game changer. Simon began to see an influx of new patients generated through the effective use of the system's marketing capabilities. The well-structured messaging campaigns delivered almost enough new patients each month to cover the entire service cost of Auto Attend.
“We have effectively transformed what started as an emergency solution into a long-term asset for our practice,” Simon stated with satisfaction. "We've grown not only in numbers but also in quality of care."
As the practice moved forward, Simon embraced the ability to adapt operations based on feedback and performance metrics generated through Auto Attend. The interaction with patients improved consistently, leading to a better understanding of their needs, which in turn enriched treatment plans.
Want to reclaim your time and improve the efficiency of your multi-location healthcare practice like Simon? Sign up for a free demo of Auto Attend today and discover how our intelligent solutions can transform your operations and enhance patient satisfaction!