For dental, allied health and medical practices in Australia
Patient Booking & Retention Continuity
Your phone answered, your book worked, your recalls run.
Our own team answers your booking enquiries, follows up the ones that did not book, and offers short-notice cancellations to patients waiting. We work the recall list your practitioners set and administer the billing behind it, inside your practice software, during your own opening hours.
30 minutes. Nothing is signed on the call.
The moment
The list that never gets worked
Somewhere in your software is a list of patients your practitioners said should come back. Texts went out. Some of them booked. The rest are still on the list, and ringing them is nobody's job this week, or next week either.
Why it happens
Software makes the list. We work it.
Every booking and recall product in this market can build a list and send an SMS. None of them rings the patient who ignored three texts. That call is where the rest of the appointments are, and it needs a person.
It is also the first thing dropped every day. It is the only job at the front desk with nobody standing in front of it. Nobody is doing anything wrong. The patient at the counter wins, correctly, every time.
Retention here means a patient who is due for a review actually hears from you. It does not mean persuading anybody into treatment.
What we run
Stop losing it every week: what we run
Inside your own practice software, under your own booking rules, by named people on your account rather than a call centre.
Booking enquiries answered
Calls, online requests and messages handled in your practice name, through the channels you approve. Callbacks coordinated. Every outcome written down.
Bookings completed
The options explained, a time found, details confirmed, so an enquiry does not stall on administration. We make no clinical suitability decisions and we never push.
Enquiries that did not book, followed up
A second attempt, then a third, on a schedule you approve, until there is an answer either way.
Short-notice cancellations offered on
When somebody cancels, the time is offered to patients on your own waiting list who asked for something earlier. Your system updated, the patient told.
Recalls administered, never originated
We work the recall list your practitioners set, at the interval they chose, and record the result. We add nobody to the list.
Billing administered, never determined
Invoices raised, claims lodged and unpaid accounts followed up inside your own software, against what your practitioners have already determined. We do not choose an item number, set a fee, decide what is billed, or give a patient financial advice.
A monthly report on what happened
Enquiries received, how fast they were answered, how many booked, cancellations recovered, recalls completed, accounts raised and settled, and where it did not work.
How it works
Four steps, and the first two are yours
01
The protocols
We write down with you what we may say, what we may book, and what stops with us and goes to your team. Nothing is improvised on a call.
02
The access
Named logins under your own access control, limited to the booking and billing work, agreed in writing before anything is opened.
03
Live
A baseline is taken before anything changes, so every figure afterwards is measured against where you were.
04
The monthly report
What came in, what booked, what did not and why. Including the parts that did not work.
Month to month, with no commitment past the current month.
Your own numbers
Do the arithmetic before you talk to us
We will not invent a figure for you. Here is the sum, on the one number your software can give you in a minute.
What a year of unworked recalls is worth
Your numbers, not ours
How many patients your practitioners said should come back has a person actually rung?
What is true for you
Overdue patients a year nobody rings
1,600
A year of overdue recalls, at your fees, gross
$256,000
What would be left after the cost of delivering them: $89,600
- 120 fall overdue a month, less the 20 who get rung = 100 a month, or 1,200 a year
- plus the 400 already waiting = 1,600 a year nobody rings
- 1,600 × $160 = $256,000 a year, gross
- 35% of $256,000 = $89,600 left after the cost of delivering them
At that rate, the part worth looking at is $25,600 a year.
After the cost of delivering them: $8,960
Your own arithmetic, on the figures you entered. The starting values are placeholders, not benchmarks. Not every overdue patient should be booked. These are your recalls, set by your practitioners at the interval they chose, and we add nobody to the list.
That is the backlog, once. What you pay monthly for is that the list stops building back up.
These are your recalls, set by your practitioners at the interval they chose. We add nobody to this list.
The boundaries
What we will never do
These are contractual, not cultural.
We never work to a booking target.
Recall contact follows the interval your practitioners set. No patient is contacted to reach a number. No offer or incentive goes into a recall message, and we never ask a patient for a review.
Nothing clinical.
No triage, no judgement of urgency, no advice of any kind. Anything that could be urgent goes straight to your own registered people, under a protocol agreed in writing.
Your systems, your records.
Named logins under your own access control, limited to the booking work and revoked the day somebody leaves the role. Never a shared account. We do not touch the clinical record.
Nothing at the counter.
The greeting, the card taken at the counter and the care of the person in the room stay with your team permanently. A remote team cannot do that work and we will not pretend otherwise. What we run is the billing that happens after the patient has left: the invoice, the claim, the account nobody chased.
The other half
Stopping it does not tell you what you were losing
You can start here, and some practices should. What it does not give you is the size of the problem. The audit does that once, which is why most practices do it first.
Find out what you are losing
Patient Revenue Leakage Audit
Your booking enquiries, how many became appointments, your unused appointment time, your short-notice cancellations and your overdue recalls, read against your own records. You get a written report, a number with its assumptions shown, and a plan in priority order.
Revenue auditQuestions
Before you ask us on the call
- Is this an answering service?
- No. An answering service takes a message. We book inside your own practice software, follow up enquiries that did not book, and work your recall list by phone.
- Do you triage?
- Never. We do not triage, judge urgency or give advice of any kind. Anything clinical stops with us and goes to your team under an agreed protocol. Competitors claim triage. We do not.
- Do you replace our front desk?
- No, and we will not describe it that way. Your team keeps the counter, the greeting, the payment taken in the room and the person in front of them. What we take is the work that never reaches the top of their list, including the billing that follows a visit rather than happens during it.
- Whose name do patients hear?
- Yours. Your practice name, through the channels you approve, with nothing said that is not in the protocols you signed off.
- Are we locked in?
- No. Month to month, with no commitment past the current month. Commercial terms are set out in the proposal.
Book
Book a 30-minute review
Thirty minutes on how booking enquiries reach your practice and what happens to them. You leave with an honest view of whether this fits, or does not.
- Nothing is signed on the call.
- Month to month, with no commitment past the current month.