What Happens When Phones Go Unanswered—And How to Fix It Forever
Every time your phone rings and no one picks up, you’re losing money. You don’t need more marketing, you need to stop wasting the leads you’re already getting. Getting new patients is not easy and not cheap and most new patient opportunities are lost with a missed phone call. New patients are the lifeline of any practice. Without new patients your practice will never grow and eventually die a slow death. Here’s how to fix the problem permanently.
What Missed Calls Really Cost
New patients call once. If they don’t get help, they move on.
Returning patients get frustrated and cancel.
Your front desk gets overwhelmed, and burnout follows.
Your schedule has tons of holes in it like Swiss cheese.
Stress for the practice owner due to lack of revenue and profits.
The Root of the Problem
Calls go to voicemail during lunch, after hours, or when staff are busy.
There’s no system for triaging or tracking missed calls.
There is no automation to handle missed calls.
Staff aren't trained to handle calls like sales opportunities.
The Solution
1. Use a Phone System With Call Queues and Voicemail to Text
Make sure callers can leave a message—and someone gets alerted right away.
2. Make Sure Your Phone System Has a Callback Feature
A call back feature allows a patient to hang up the phone and as soon as a team member is available, the system will automatically call back the patient.
3. Set a Rule: If a Call is Missed, a Callback Happens Within 1 Hour
Track callbacks. Hold someone accountable.
4. Create a Simple Call Script
Greet warmly, gather info, and end with: “Let’s get you scheduled now.”
5. Automate Text Replies for Missed Calls
Send a message like: “Sorry we missed you. How can we help?”
Patients can reply by text and stay engaged.
6. Use an AI bot for your IVR
Having voice AI in your practice can help patients solve problems without having to speak to someone.
Be very careful with how you setup an AI voice bot because you don't want to frustrate patients by not giving them a VERY easy way to speak to a live person. Don't force them to use the AI bot but give them the option.
Final Thoughts
Every missed call is a missed opportunity. The solution isn’t more staff—it’s a smarter system and processes. MindPractice includes call tracking, automated texts, and easy-to-use call scripts to help your team capture more revenue without more stress.
Take the Next Step: Let’s Talk
Transform your practice and maximize your practice’s potential with coaching services designed to streamline operations, boost revenue, and build a high performing team.
Our Business Coaching services are designed to help practice owners regain control by getting laser focused on the priorities that generate revenue and profits.
Schedule a free 15-minute call to discuss your goals and help you map out your next steps.
