Industry guides
Guides for healthcare practices
The enquiries that arrive after hours, the questions your team answers ten times a day, and the leads that go quiet before anyone replies. 60 practical articles on fixing them for healthcare practices.
See how SpideyChat works for healthcare practicesPage 1 of 3
Referral and Appointment Questions Families Ask
Families cannot tell whether they need a referral, and the switchboard answers the same question daily. A checklist.
Enquiry Volume From People Who Cannot Wait for an Appointment
Waiting lists push people towards private testing with the wrong expectations. A teardown of a demand nobody planned for.
Home Collection and Postal Kit Questions
A kit that arrives and never comes back is a wasted sale. A checklist for the questions that decide whether it gets used.
Imaging Scan Questions From Nervous Patients
People cancel scans because nobody described the room. A checklist for the questions anxious patients cannot bring themselves to ask.
Interpreting Results and What Happens Next
A number with no context is worse than no number. A playbook for the moment somebody opens a result alone.
Complaint and Feedback Route Questions
Most people who want to raise something never do. A checklist for a route that people can actually find and use.
Interpreting and Accessibility Support Questions
Support arranged on the day is support that does not happen. A checklist for the requests services ask for too late.
Preparation and Fasting Questions Before a Test
A wasted appointment is almost always a preparation failure. A checklist for the instructions that arrive too late.
Test Price and Bundle Questions
A cheaper test is frequently the more expensive route. A cost breakdown with a worked example of testing charges.
Turnaround Time and Results Questions
The wait for a result generates more contact than the result does. A checklist for answering it before anybody asks.
Detox and Medical Supervision Questions
Detox questions carry genuine medical risk and arrive from frightened people. A checklist for answering them safely.
Enquiries From Concerned Family Members
The person enquiring is frequently not the person who needs help. A checklist for handling the family member who cannot get anywhere.
Length of Stay and Programme Questions
Everybody asks how long and the honest answer depends on the person. A decision guide for programme length set on need.
Test Result and Follow Up Questions
The wait for results is the worst wait in healthcare. A teardown of why the process generates so much distress.
What to Bring and Daily Life Questions
The practical questions are what people are actually frightened of. A checklist for describing daily life honestly.
Admission Process and How Quickly Enquiries Ask
Somebody ready for treatment is ready now and the window closes fast. A playbook for admissions enquiries handled safely.
Out of Hours and Urgent Testing Arrangements
A clinician needs a result tonight and the laboratory's website describes weekday services. A decision guide for urgent provision.
Accreditation and Quality Questions Buyers Ask
Everybody claims quality and the claims are not comparable. A buyer's guide to assessing a laboratory properly.
Direct to Patient Testing Enquiries and Their Limits
A patient wants a test without a doctor and a laboratory has to decide what it will do. A decision guide for offering it responsibly.
Result Access and Portal Questions From Practices
The result exists and the practice cannot reach it. A setup guide for getting a referring team into the portal without a support ticket.
Turnaround Time Questions Clinicians Ask Constantly
The result is the product and the wait is what gets judged. Why turnaround questions consume so much lab time and how to stop them.
Panel Selection Questions Patients Ask Before Paying
Three panels, three prices and no way to tell them apart. A worked example that lets patients choose without guessing.
Referral and Requisition Questions From Clinicians
A referring clinician needs to order a test and the process is not written down anywhere. A checklist that fixes it.
Sample Collection and Phlebotomy Questions
People are more anxious about the needle than the result. Example conversations that answer the practical questions before an appointment.