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Patients checking in and out, calls ringing in to confirm or cancel appointments and, bless her, Mrs. Brown can’t find the parking for your practice. Clinics have a frenetic energy that can overwhelm even the best practice manager, so you need to make every moment matter. Ease the stress of your busy practice with Virtual Clinic Reception and watch your client retention soar.

The Factotum Call Handling Team has been supporting clinics and private practice for over 13 years. Allow us to use our extensive experience for you.

“Factotum has become part of my clinical team. They are a vital part of the way I run my practice.”
David Hallam, Active Chiropractic

Here’s how it works:

1.    A member of our team will either speak with you over the phone or meet in person to go over the ins and outs of your business, everything from staff details to the colour of your front door.

2.    We use this information to create a company profile then go over the brief process of how to divert your phones.

3.    Next, we test all your specified message sending options and transfer lines.

4.   Start Your Free Trial!

If your clinic needs more than simple message taking and transfers, that’s our specialty! Here are just some of the additional services we provide to our current clinic reception clients

» Patient data updates

» Processing of payments via your secure online terminal

» Real time diary bookings with Cliniko, PPS, MyOffice, or a diary of your choice

» Giving instructions and directions for appointments

» Advise of treatments available by practitioner

“The Factotum team take care of my clinic bookings, allowing me to see more clients. They relay messages to me minutes after a call is taken, in a clear and concise manner.”
Jane Eastoe, Naturality Wellness

Require a service not listed above, like short-term cover? Just ask…

With a common sense pricing structure, it will be easy to manage and predict your monthly costs:

  • Clinic
  • £34.95/ month
    • Included Calls
      10
    • Additional Call Charges
      £0.98 per call
  • Clinic Diary
  • £34.95/ month
    • Included Calls:
      10
    • Additional Call Charges
      £1.67/call

Services carry a minimum 30 day contract, after which time we require a month’s notice to terminate. All prices listed are exclusive of VAT and are subject to change.

*Diary clients may incur an additional one-off training fee based on the difficulty level of diary setup and training

Businesses with call volumes of 75 or more per month may be eligible for reduced per call rates. Please contact us for an individual quote.

Service Definitions

Clinic

Answer in practice name

Ask caller basic 4-5 questions

Up to 8 staff profiles added to contact list at no extra cost* 

Relay up to 2 pieces of information about your practice beyond name and address (ie, pricing, training dates, etc)

Relay Message via email or SMS (additional10p per SMS)

Call transfers to any UK based landline or mobile for 15p per announcement PLUS BT rate

Clinic Diary

Answer in practice name

Patient data updates

Unlimited staff profiles and updates to company profile

Relay pertinent practice information (ie, pricing, treatments, directions, etc)

Manage appointments via your online portal for diary bookings and/or secure online payments

Relay message via email or SMS (additional 10p per SMS)

Call transfers to any UK based landline or mobile for 15p per announcement PLUS BT rate

“I receive many complements about the reception team from my patients, who often had no idea they were dealing with an external agency.”
Dr Steven Aronson McTimoney, Chiropractor

Again, if we have not listed a service your business requires,  please ask…

We would be happy to build a bespoke package just for you.

Frequently Asked Questions

How does the 14-day free trial work?

We set your business up as a Classic account while we work together on the best ways to manage your calls and callers. Also, this is a great time to perform any extra training needed to work seamlessly with your CRM or other online portal system. We do not allow any main contacts to be on holiday during the free trial, however. Just like with any new-hire, we need you around to be sure we are handling the calls according to your preferences.

Do I have to start with a 14-Day free trial?

No, but why not?! It’s an absolutely free 14 days of service.

What happens after the free trial?

We have a recap of how everything went. Are there any changes needed? What will average costs look like? How much did you love not having to answer your phone? Of course you loved it. If no change is required, there is nothing more you need to do. The start date of your first invoice will be from the day after your trial is over and will only start once we have had our tête-à-tête.

Can I change my package at any time?

Yep! There may be some training of the team required of    you need a more in-depth service, but we are happy to shift and change as your business grows.

What methods of payment are accepted?

Direct Debits are preferred, but we also accept one off credit card payments for short term clients and BACS

How do I divert my phones?

If you are diverting your mobile or a BT phone line, here is a pdf of how to divert. If you have a VoIP or cloud based phone system, let’s chat. 0333? There’s quite an array of how these systems work, so it’s best if we work it out together.

Who answers my calls?

A highly trained team based in the quaint villages of Exning or Leicester, UK. Feel free to pop ‘round for a cuppa if you’re in the area!

How does it work?

In short, you ask your phone provider to send calls to us on your designated divert number, then we answer as if we work for you. From there we can send texts, emails, or transfer calls as you need. Easy-peasy.

How secure is our client/patient information?

Factotum prides itself on being 100% PCI compliant. This means all our call handlers keep their handbags and mobiles in a locker outside of the main office, and most of our staff have been with us for 10+ years. We trust them implicitly to keep your calls confidential and well-managed.

What kind of tech are we working with?

Within our contact centre we do not rely on third party voice over IP (VoIP) systems. We have installed our own dedicated telephone system utilising PSTN services. This means that when we talk to your customers we don’t sound like we’re using two tins and a piece of string!

We don’t rely on inferior broadband either. We have also installed a dedicated fibre optic data circuit. This circuit is not shared with most of the local town; in fact it’s not shared with anyone. And BT guarantees 99.9% uptime on the line. This means that if we do access your CRM or database we won’t be continually losing connection and asking your customers to Please hold the line sir!”

Why Factotum?

We believe that Factotum Ltd is well placed to manage your calls, but here’s why you should believe in us too:

  • Our commitment to a partnership approach.
  • Full call ownership and management by Factotum Ltd advisors for all incoming and outgoing calls.
  • Our commitment to service delivery – All of our team has either achieved or is working towards customer service / management NVQ’s.
  • A unique and fair pricing structure that includes a fixed monthly fee together with calls charged on an individual basis.
  • Director level involvement and support.