How Bronagh stopped chasing calls and started being present with patients
"The ability for Linda to do the phone and the WhatsApp has been really helpful, especially for getting people off email or Instagram or my WhatsApp."
Key outcomes:
No more missed calls during patient hours
A patient messaging at midnight gets answered that night, not left for the Monday backlog.
Calls, WhatsApp, email and Instagram enquiries are consolidating onto a single channel.
Background
Bronagh opened Phosphor Wellness Clinic in Dublin nearly two years ago, in July 2024. Her aim was to let patients move from preventative and basic dentistry through to cosmetics and facial aesthetics without having to repeat their history to someone new each time, or build trust with a different provider at every step. As a single-surgeon practice, Bronagh was also handling the admin herself including the phones.
The Challenge
A single surgeon doing double duty
Every patient inquiry landed somewhere different: some by phone, some on WhatsApp, others on Instagram or email. There was no single channel, and no one covering the phones consistently.
Because the patient in the chair always came first, the phone had to go on silent during treatment which meant missed calls piled up, some of them new patients, some of them emergencies. Bronagh would only get to the backlog of calls and emails on Monday morning.
The Solution
Linda answers the phone and the WhatsApp, day or night.
Linda now picks up inbound calls and WhatsApp messages, so patients get a response even at midnight on a Sunday. No more waiting until Monday for something that could've been handled the night before. Real emergencies still get flagged straight to Bronagh. She can review the conversation scripts afterward and follow up personally wherever needed, and can edit Linda's scripts directly when something needs adjusting.
Before making the switch, Bronagh had been wary of hiring a human receptionist as a single surgeon, she wasn't sure there'd be enough call volume to justify the role. An AI receptionist that manages her front-desk while she's in the surgery room made the perfect fit.
The Outcome
No more missed calls during patient hours
A patient messaging at midnight gets answered that night, not left for the Monday backlog.
Patients get an immediate response, any hour
Calls, WhatsApp, email and Instagram enquiries are consolidating onto a single channel.
More present with patients, and home on time
Less time triaging messages between appointments, and less time staying late after the clinic closes to catch up.
