The value of answering services in private healthcare

As patient expectations rise, private healthcare facilities need to provide not just great medical care but also excellent service at every interaction. For busy hospitals that have to manage schedules, patient questions, and administrative tasks, having a dedicated answering service can really help improve the patient experience while keeping everything running smoothly. 

What is a medical answering service? 

A medical answering service provides dedicated telephone support tailored specifically for healthcare facilities. Trained receptionists answer calls on your behalf, handle patient enquiries, and ensure urgent matters reach the right medical staff promptly. Working as a seamless extension of your facility, these specialists represent your brand with the same care and attention patients expect from private healthcare. 

Why is call handling important for private healthcare? 

Private healthcare operates in a distinct environment with unique challenges: 

• Patients choose you specifically for exceptional care and personalised attention 

• Your reputation depends on maintaining a premium service at every patient touchpoint 

• To succeed commercially, it’s important to capture every enquiry and turn potential patients into real ones 

However, since reception teams juggle multiple tasks at once, from welcoming patients to managing paperwork, phone calls can sometimes be overlooked and receive less attention than they deserve. 

What are the benefits of a private healthcare answering service? 

Improved patient experience 

In private healthcare, first impressions matter enormously. When a prospective patient contacts your hospital, they might feel nervous, unsure, and looking for comfort. A friendly, warm and professional voice that is attentive right from the beginning sets the tone for their entire experience with your facility. 

Never miss an opportunity 

For private hospitals, every missed call could mean a potential patient choosing a different provider. By using a dedicated answering service, you can capture every enquiry, increase appointment bookings, and make sure no opportunity slips away. Ultimately, being available all the time leads to higher occupancy rates and more revenue. 

24/7 availability 

By having phone support available 24/7, patients can contact your hospital whenever they need help. Whether it’s late at night or on a bank holiday, knowing that someone is always there to help gives patients a great sense of comfort. 

Cost-effective 

Having your reception desk staffed all day, every day can become expensive due to the high costs of hiring, training, and managing employees. Using an answering service gives you full coverage for a fraction of the cost, allowing you to redirect resources toward clinical services where they make the most impact. 

What to look for in a private healthcare answering service

Here are some important things to think about: 

• When do you want your calls to be answered? (During business hours, in the evenings, at the weekend, or 24/7?) 

• How should consultants be contacted for urgent issues? 

• How will patient information be managed to follow GDPR rules? 

• What integration capabilities exist with your appointment booking systems? 

Introducing Bespoke Customer Teams 

For private hospitals that need extensive communication support, Moneypenny’s Bespoke Customer Teams offering provides an enhanced solution beyond traditional answering services. 

We carefully select a team of five, ten, or even thirty customer service experts from a group of skilled and talented people who are all committed to providing outstanding service. These specialists become a key part of your organisation, working closely with your systems and engaging with hospital staff daily to build strong working relationships. 

What sets our Bespoke Customer Teams apart for private hospitals: 

• Full system integration – Using a combination of both your systems and Moneypenny’s, your Bespoke Customer Team integrates directly into your to your hospital management systems, making appointment scheduling and accessing patient records smooth and easy. 

• Support through various channels – In addition to answering phone calls, your team can handle emails, live chats, and social media enquiries with the same level of care. 

• Complete patient journey management – From the first enquiry to follow-ups after treatment, we offer ongoing support throughout the entire patient experience. 

• 24-hour availability – Your dedicated team is available to you 24/7, so patients never have to worry about reaching your voicemail. 

Introducing Moneypenny 

Whether you need full Telephone Answering support or a dedicated Bespoke Customer Team, we guarantee that every patient receives outstanding care that reflects your reputation right from their first call. 

To find out more about how we can support you, call us today on 0333 202 1005.