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Patient journey, from enquiry to attendance

Medical call center and front-desk training

We call and message you as patients would to see how enquiries are handled today. Then we train your team to reply faster and complete the booking in the same call or chat.

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We reply on the same working day.

Your ads bring enquiries, and the calls end without a booking

A patient who calls or sends a WhatsApp message is often still unsure. If the reply is slow, or the staff member only offers the next free slot, the patient hangs up and asks another clinic. Most organizations have no idea how many enquiries they lose this way.

  • WhatsApp messages wait hours for a reply, and after hours they wait until the next day
  • Staff give the price and stop there, and the patient says "I'll think about it"
  • Each staff member answers in their own way, so answers change from shift to shift
  • No clear number for response time or for the booking rate from calls

Where it acts on the patient journey

We work on the response: from the first call or message until the appointment is booked.

  1. Enquiry
  2. Response
  3. Booking
  4. Attended

What it includes

Response review as patients

We call and send WhatsApp messages at different times of day and record how long the reply took, how it went, and whether it ended in a booking.

Saudi-dialect reply scripts

Scripts for calls and WhatsApp that start by asking what the patient needs, handle price questions and hesitation, and end by offering a specific appointment.

Doctor-approved questions and answers

We collect the questions patients ask again and again and write the answers with the doctor. The team answers from this list, and any clinical question outside it goes to the doctor.

Hands-on team training

Sessions with role-play calls and real conversations, for current staff and for new joiners later on.

Written workflows

Who answers which channel, within how many minutes, and what happens to an enquiry that arrives after hours or a call that was missed.

Monthly quality checks

We read a sample of WhatsApp chats and listen to calls if they are recorded, then give the team specific feedback for each staff member.

How we work

  1. Measure today's response

    We review the response as patients and read whatever call and chat records are available, to find the point where bookings stop.

  2. Write the scripts and answers

    Reply scripts and workflows, plus the questions and answers the doctor reviews and approves before the team uses them.

  3. Train the team

    Training on the scripts with role-play calls, then we follow the team on real calls and chats over the next weeks.

  4. Follow up and adjust

    A monthly report on response time and booking rate. We update the scripts when new questions come up or your services change.

How we measure

  • Response time on calls and WhatsApp
  • Share of enquiries that ended in a booking
  • Missed calls, and how many the team called back
  • Monthly quality score for each staff member
  • Attendance rate, if we have access to your booking data

Prices and appointment availability are outside the call team's control, so the report separates what comes from the way the team replies and what comes from other causes.

The call center team does not diagnose or prescribe treatment, and answers from doctor-approved answers. Calls and chats are reviewed in line with your policy and the Personal Data Protection Law (PDPL).

From our results

Eye center, Ad campaign, Patient journey

Saudi Eye Consultant: more than 300 booking requests in two days, about 220 of them confirmed bookings

Founding Day campaign, 18 and 19 February 2024. Source: Google Analytics and the website's booking email.

Starting point
Founding Day campaign for Saudi Eye Consultant Center. The goal was direct booking requests from the center's website.
What we worked on
Ad campaigns that take visitors to the booking form on the website. We also trained and supervised the center's call center team. They contacted each person who sent a request, set an appointment for each one and sent a confirmation message.
Result
More than 300 booking requests and more than 1,000 website sessions in two days. About 220 of them became confirmed bookings, with a set appointment and a confirmation message.
Watch the results in Google AnalyticsShort video, plays here on the page · Video in ArabicOr watch it on YouTube

Frequently asked questions

Do you review how our front desk and call center reply?

Yes. We contact you as patients would, by phone and WhatsApp, and measure how fast and how well the team replies. Then we write reply scripts and train the team on doctor-approved medical questions and answers, so they can guide the call instead of only giving a time slot. We also set indicators that we track every month.

Why do we get many enquiries but few bookings?

The problem is usually after the ad: a slow response, an unfinished booking, or a patient nobody followed up with. We start by measuring exactly where patients are lost, then fix that step before increasing spend.

What is different about the call team you train?

They ask the patient about the problem and when it started, and whether they have high blood pressure or diabetes, and they answer the patient's questions from information the doctor approved. The patient understands and feels reassured before booking, instead of taking a slot and hanging up confused.

Will front-desk staff answer medical questions?

They answer common questions from answers the doctor wrote and approved. Any medical question outside those answers goes to the doctor. They do not diagnose or prescribe treatment.

Does the team stay ours, or do you run it?

It stays your team. We train it and oversee its quality. If you need cloud calling, call tracking or missed call recovery, we run them with our technology partners.

When will we see a difference?

Response time usually improves within the first month after training. The booking rate takes longer before the numbers are clear, and we review it with you every month.

Start by measuring your response

Tell us which channels your enquiries come through and how many staff answer them. We will suggest where to start in a free consultation of about 30 minutes.

We reply on the same working day.

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