Question 1

What information do you collect during intake?

Accepted Answer

Whatever your process requires, and nothing more. Typically that means contact details, the reason for contact, relevant history, and availability. For healthcare clients it may include insurance details and clinical screening questions you have specified.

Question 2

How do you handle patient confidentiality?

Accepted Answer

We work under a written processing agreement, collect only what your process requires, and store information in systems you control. Where recordings are kept, retention follows a schedule you set.

Question 3

Can you screen out unsuitable enquiries?

Accepted Answer

Yes. You define the criteria, such as service area, type of work, or insurance accepted, and we apply them consistently. Callers who fall outside are told clearly and, where possible, directed somewhere more suitable.

Question 4

Do you book the first appointment during the call?

Accepted Answer

Where your system allows it, yes. We check live availability and confirm the time with the client so they leave the call with a booked appointment rather than a promise of a callback.

Question 5

Can you collect intake forms before the appointment?

Accepted Answer

We can send the client a secure link to complete forms ahead of their visit, which shortens the first appointment and reduces paperwork on the day.

Question 6

What happens to enquiries outside your opening hours?

Accepted Answer

Intake can run around the clock. Calls outside normal hours are handled the same way, with the appointment booked into the next available slot.