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.
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Admin Questions That Tie Up Clinical Staff
In many practices, clinicians and nurses end up answering admin questions. How to route routine admin enquiries away from clinical staff and answer them instantly.
Choosing a Website Assistant for a Healthcare Practice
What healthcare practices should check before choosing a website assistant: safety boundaries, data handling, admin coverage and honest vendor claims.
Directions, Parking and Accessibility Questions for Clinics
Patients ask how to find a clinic, where to park and whether it is accessible before their first visit. Example answers that reduce calls and missed appointments.
Fees and Insurance Questions Patients Ask First
Patients ask about treatment costs and accepted insurance before booking. Example answers healthcare practices can publish to answer fee questions clearly.
Keeping Sensitive Health Details Out of Website Chat
The mistakes healthcare practices make that lead patients to share sensitive health details in website chat, and how to prevent them with clear design and wording.
Multi-Site Healthcare Groups and Consistent Patient Answers
Healthcare groups with several sites often give patients inconsistent answers. How to organise information and first replies so every site answers the same way.
Referral Questions From Patients and Other Professionals
Patients and professionals ask practices about referrals: whether one is needed, how to send one and how long it takes. Answers that keep referrals moving.
The Cost of Patient Enquiries That Never Get Answered
A worked example of what unanswered patient enquiries cost a private practice in lost patients and revenue, and how to calculate it for your own practice.
Appointment Requests Captured Without Front Desk Overload
A step-by-step guide for healthcare practices to capture appointment requests online with the right details, so reception confirms them quickly without phone queues.
New Patient Registration Questions Answered Without a Call
A step-by-step guide for healthcare practices to answer new patient registration questions online, so reception spends less time on the phone.
Patient Enquiries That Arrive After the Practice Closes
Patients research practices in the evening, when nobody can reply. How to answer admin enquiries out of hours without giving medical advice.
What a Healthcare Website Assistant Should Never Answer
Myths and realities about what a healthcare practice's website assistant should and should not answer, and how to set clear, safe boundaries.