Someone has noticed a mole on her shoulder that looks different to how she remembers it. She has spent an hour looking at images online, she is now considerably more frightened than she was, and she is typing a description into a clinic's chat window at half past eleven at night.
She needs an appointment quickly. She does not need an opinion, and no website is capable of giving her a safe one.
What enquirers ask
They usually ask whether a clinic can look at a mole, how quickly they can be seen, what the appointment involves, what it costs, whether they need a referral, whether the whole body is checked, what happens if something looks suspicious, whether a biopsy can be done the same day and how long results take.
Never assess, in any form
Not from a description, not from a photograph, not by suggesting something is probably fine and not by suggesting it is probably serious. The only safe response is to help them be seen.
Example conversations
These scripts use information a clinic might publish. Your answers should come from your own pages.
Enquirer: I have a mole that has changed. Can I send you a picture? Assistant: A mole that has changed needs looking at properly in person, so the right step is an appointment rather than a photograph. The page shows the next available mole check appointments, what the examination involves and the fee. Could you let me know your preferred day and a contact number so the clinic can arrange it?
Enquirer: Do you think it sounds serious? Assistant: I am not able to say anything about what it might be, and a clinician needs to examine it. If you are worried, please also contact your GP, who can advise on urgency. The page explains the clinic's soonest availability and how an urgent appointment is arranged.
Enquirer: What happens if they find something? Assistant: The page explains the process after an examination, including when a biopsy is taken, how it is done, how long results take and how they are given to you. It also explains the onward referral route if treatment is needed.
Speed is the real service
Someone frightened about a lesion will book with whoever can see them soonest. Publishing genuine availability, and capturing requests at night when they are searching, is the whole competitive position.
Explain the examination
Whether the whole body is checked or only a specific area, whether a dermatoscope is used, how long it takes, whether they need to undress and whether a chaperone is available. People are nervous about the appointment as well as the result.
Explain what happens with results
Who gives them, how quickly, by what method and what happens if something needs treating. Waiting without knowing the process is the worst part.
Route urgency to medical care
Anyone describing rapid change, bleeding or ulceration should be told to contact their doctor promptly as well as booking. A website should never be the only route for something urgent.
Publish the fee plainly
Consultation, any biopsy, laboratory costs and follow-up. People hesitate over unclear pricing in exactly the situation where they should not be hesitating at all.
The boundary is absolute
It is set out in what a dermatology website must not assess online.
Capture belongs to the clinic
It is covered in skin clinic appointment enquiries and what to capture.
Screening converts when access is clear
That is the pattern in health screening enquiries that convert to bookings and the best AI chatbot for appointment booking.
Getting started
Publish availability, what the examination involves, fees and the results process, then capture appointment requests at any hour and assess nothing. SpideyChat for clinics answers from your published pages. Try SpideyChat on your own site, or read about capture on the features page.