Second receptionist, IVR or an assistant for missed calls: what fits a small practice?

Every practice misses calls. What differs is when, and how many. The right fix depends on that pattern, not on what sounds most modern.

Option 1: hire a second receptionist

Best when you miss many calls throughout the day, and the desk also needs help in person.

• A person handles anything, including walk-ins and follow-ups.
• It costs a monthly salary, plus cover for leave, lunch, nights and Sundays.
• Calls still slip through at the busiest moments, because both people get busy at once.

Option 2: an IVR menu

Best when you are a larger hospital routing callers between departments.

• “Press 1 for OPD, 2 for lab” sends callers to the right desk.
• It doesn’t answer questions or take bookings by itself; if that desk is busy, the call is still missed.
• Many callers, especially elderly ones, dislike menus and hang up.

Option 3: an assistant for missed calls only

Best when you are a solo practitioner or small clinic whose calls slip through during consultations, peak hours, lunch, nights and Sundays.

• Your phone rings as normal. Only calls you don’t answer are forwarded.
• It answers common questions from what you’ve written, books into open slots or takes a message, and sends you a WhatsApp summary.
• It won’t handle complex conversations or give medical advice, and it isn’t a substitute for a desk if you need one.

A quick way to decide

1. Count your missed calls for a week, and note when they happen.
2. If they’re spread across the whole day, you probably need more people.
3. If they cluster at predictable times (sessions, rush hours, after closing), answering just those calls is usually enough.

Our missed-call calculator helps with step 1.