Why is answering the telephone so important to your private practice?

30 May 2025

While patients today may contact your practice through various digital channels, the telephone remains one of the most vital forms of communication. For private medical practices, having phone calls answered quickly and professionally isn’t just a courtesy—it’s a core part of delivering high-quality care and service.

Here are six compelling reasons why your phone answering process matters more than you might think:

1. First impressions matter

The telephone is often the very first interaction a patient has with your practice.

• A prompt, friendly, and professional response gives the impression of a well-organised, attentive, and compassionate service.
• It sets the tone for the entire patient experience.

2. Builds patient trust and confidence

Patients may be calling in distress, with anxiety, or with urgent medical questions.

• A swift response communicates reliability and care.
• Being readily available helps build long-term trust and reinforces your professional credibility.

3. Reduces patient anxiety

A missed call can have a bigger impact than you realise.

• Delays or unanswered phones can lead to frustration, confusion, or lost confidence—especially when health is on the line.
• Fast answers reassure patients that they are being heard, understood, and supported.

4. Improves patient retention

In a competitive healthcare environment, patients have choices.

• If they can’t get through, they’re likely to call another provider.
• Efficient call handling helps retain patients who may otherwise be lost due to unreturned or unanswered calls.

5. Drives operational efficiency

A well-managed telephone line streamlines daily practice operations.

• Prompt responses enable smooth appointment booking, timely handling of billing questions, and accurate relay of clinical information.
• It reduces voicemail backlog, repeated follow-ups, and staff workload.

6. Enhances your reputation

Your phone answering service directly influences your reputation—both online and offline.

• Patients often reflect on their experience with front-desk communication when writing reviews or recommending services.
• Practices known for responsiveness are more likely to attract and retain patients in the long term.

Is your practice’s phone service helping or hurting?

Have you ever tested what it’s like to call your own practice? Try phoning your listed numbers to experience what your patients do.

• If your private secretary is provided by a hospital, find out what happens to calls when they’re on leave.
• If you use an NHS secretary for private work, consider what happens to patient calls outside of NHS working hours.
• Have you asked your patients how easy it is to get in touch?

How Medmin can help

At Medmin, we understand how important it is to have every patient call answered—professionally and promptly.

• Our team is available from 8 am to 6 pm, ensuring no call goes unanswered.
• If a consultant’s secretary is away or on another call, there is always someone else here to pick up the phone.

Ready to improve your practice’s responsiveness and reputation? Talk to Medmin today to find out how we can support your private practice with seamless front-office solutions.