Medical PA

BACKGROUND

Introduce your business and what you do there.

I'm a podiatrist and the owner of RP Podiatry; we’re located in the UK.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Medical PA?

They provide me with call center services.

SOLUTION

What was the scope of their involvement?

They take all my phone calls and make appointments for my clinic. I gave them a script with our location, price lists, and general services that we provide, and they follow that script when they answer calls. 

What is the team composition?

My main point of contact is the owner.

How did you come to work with Medical PA?

They were already a part of the clinic that I took over, so I just carried on with their services.

How much have you invested with them?

We’ve invested about £6,500 (approximately $7,500 USD) so far.

What is the status of this engagement?

We started the engagement in April 2021, and it is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Initially, I was spending roughly 2.5 hours a day on the phone after work, and it saves me that time every day. Using Medical PA’s services cuts all that time out because people used to leave me a message and then I'd have to get back to them. If they were out I would have to leave them a message and it took up a lot of time. Our patients love them and compliment how professional they are.

How did Medical PA perform from a project management standpoint?

They're very good at answering phone calls, and I communicate with them through email.

What did you find most impressive about them?

I don’t have to wait a day to get a response; I can send an email and within 10–15 minutes I'll have a reply.

Are there any areas they could improve?

Something that’s been picked up a few times is patients saying that one person will answer the phone and put them on hold. Patients are told that they’re being put through to somebody else to deal with the appointment, but the phone never gets picked up. 

Any advice for potential customers?

I'd definitely recommend anyone to hire them.