Communication
Your staff reach our team through a shared channel during the day, whether that is your practice chat, email or a direct phone line.
How it works
From first call to full cover
Getting started is deliberately simple. We scope the work with you, set up secure access, train our team on your practice and go live with a supervised handover. Here is what happens at each step.
The process
Five steps, no surprises
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Discovery call
Thirty minutes on what your practice does, where the admin pressure is, the hours you want covered and the systems you use. No obligation.
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Scope and proposal
A written plan: the tasks we will take on, the hours of cover, service levels, how we will communicate, and a price based on the hours you need.
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Onboarding
We sign the services agreement. You set up individual logins for our team; we learn your protocols and document them in a practice manual that stays with your account.
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Supervised go-live
We start with a smaller scope and a supervisor reviewing the work daily, then widen it as you become comfortable.
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Review and adjust
Regular check-ins on quality and volume. Add hours, tasks, doctors or sites as you grow, or scale back the same way.
Who does what
What we provide, and what we need from you
We provide
- Named team members trained on your practice
- Supervision and quality review of the work
- Trained backup for leave and sick days
- Office space, equipment and secure workstations
- Recruitment, rostering and everything HR
- A written practice manual that stays with your account
- A single point of contact for questions and escalations
You provide
- Individual logins to your practice management software and phone system
- Your protocols, scripts and templates, or time with us to write them
- A contact at the practice who can answer questions
- Honest feedback, especially in the first weeks
Day to day
Working together once you are live
Escalation
Anything outside protocol goes to your nominated contact. Urgent matters are escalated by phone, straight away.
Reporting
A regular summary of volumes, turnaround and anything that needs your attention, at the frequency we agree.
Hours of cover
We work your clinic hours. Most practices choose Monday to Friday across their opening hours; extended hours and Saturday sessions can be arranged.
Changes
Add hours or tasks with notice, or reduce them the same way. Cover is reviewed as your practice changes.
Security throughout
Individual, revocable access with multi-factor authentication; office-based staff on managed devices; confidentiality agreements for everyone.
Pricing
Priced on the cover you need
Pricing is based on the hours and tasks you want covered, agreed up front and billed monthly. There is no software to buy and no recruitment fee: the people, their training, their office and their backup are included.
The terms, including notice periods and data-protection obligations, are set out in a written services agreement before we start. Tell us about your practice and we will send a tailored quote.
Questions before you book?
The answers to the questions practices ask us most are on the home page, and we are happy to talk anything else through on the call.