How Outsourcing can help Healthcare Professionals Improve Customer Service

Posted on : March 23, 2020

As the Coronavirus pandemic develops, healthcare providers find themselves under a great deal of pressure as they continue to strive to provide all round high quality medical support and comprehensive guidance, whilst still maintaining efficient and effective customer service.

One of the key aspects of achieving this is through effective communication, but during periods of high demand, this can be particularly challenging. It’s equally essential for medical professionals to practice sustainable self-care too, not only in order to avoid burnout, but also to allow them to focus on where their skills are most needed. Handling the increased influx of phone enquiries, whilst still maintaining customer service standards is something we can help you with at SmartStrat, giving your team the much needed space to ensure wellbeing is maintained throughout this difficult period.

Whether you are an NHS practitioner or a private healthcare provider, your service will benefit by outsourcing your communications to a virtual PA and/or a call handling service. This is an affordable and practical way to relieve stress for your staff whilst guaranteeing your patients the positive, comprehensive experience they expect from you. There is nothing more distressing for those in need of medical support, than to have their calls go unanswered and their fears unaddressed. But likewise, during times of high demand the communication overflow can seem unmanageable. A virtual PA can handle all of that for you.

So how does the process work? Well, if it’s simply call handling you are after then we can help. You can sign up for our service and immediately start to reap the benefits of fast call answering or call forwarding, based on your stated requirements. We will even work with you on a script, so as far as the caller is concerned, they are speaking to a member of your team.

However, Virtual PAs offer a more well-rounded service, handling all manner of administrative tasks whilst working remotely. If you feel this would be of benefit to your business, we’d welcome a conversation.

What follows is a list of just a few of the many benefits which virtual PAs and call handling services, can provide to healthcare providers:

24/7 coverage

That’s right, you can rely on call handling services to cover your communications twenty-four hours a day, every day of the year. That means if your patients need to speak to someone out of hours there will always be a friendly voice waiting for them on the other end of the phone. It also means your staff can leave the office without having to worry about the workload mounting up in their absence. Lastly, it means your medical services are no longer constrained by conventional office hours. Our virtual PAs can keep on top of their work day or night, freeing your team up to work on the more pressing tasks to hand.


Outsourcing to virtual PAs is also a great money-saving option. You don’t need to worry about any additional expenses like holidays or sick pay, because virtual PAs operate exclusively as independent contractors. You are paying them for their time, and for performing a specific service. That’s it.


In many ways virtual PAs are the ultimate multi-taskers. Whether it’s administrative work, bookings or even online support, we are more than happy to do it for you. You don’t need to worry about geographical concerns either – as we work remotely, we can operate on your behalf from anywhere in the country and still provide the same quality service. With no long term contracts and tie-ins, our number one concern is keeping our clients happy by provide an exceptional service. That means you can rely on us for high productivity, and to go above and beyond to get the job done. After all, the better we perform, the more likely you are to stay with us.


Our skill is to get to know your business so well, that anyone who calls us will feel like we are part of your team and are passing the call through to the next room. We know how to make your customers feel cared for, and that we’re listening, passing on with confidence any information which you have supplied us with. We also understand the demands on your business, so will not be bombarding you with calls and questions, making SmartStrat a truly outsourced service.

So, now you know the benefits of using our service, let’s talk a little more about the direct benefits to healthcare providers.

Red telephone being answered

Call overflow

If an anxious patient calls your office but the call goes straight through to voicemail that is only going to make the situation more difficult. This is going to make the patient more distressed, and can reflect badly on your practice. That’s where the call overflow capabilities of a handling service come in. This means if there is no one onsite to take a call, it will automatically transfer straight through to our service and one of our experienced team, who will be able to either resolve the query or take a message for you to call back at a more convenient time.

Online support for your administrators

For everyday activities like appointment bookings, we can set up a call handling system and if given access to your calendars can make these bookings direct. It’s all about improving overall efficiency, so you will typically turn up and be able to see what you have planned for the day. This will enable you to consolidate your tasks and provide you with a digest of key information received over the phone with the calendar booking. As such, it’s an invaluable time-saver. We know that there is no such thing as a “one-size fits all” solution, but by working with you can develop a system that benefits you most.

Forget about non-essentials

So much of the modern medical profession relies on records and administration, but during times of medical crisis this can distract you from the crucial business of dealing with patients one-to-one. Your office-based workforce can only handle so much, and often the brunt of the workload is going to end up on your shoulders. But with a virtual PA operating behind the scenes, this will reduce the demands on your time for dealing with non-essential business tasks and allow you to focus on the real reason you got into the medical profession in the first place- dealing with patients.

Responsive staff

It’s up to you to define the process for dealing with specified call types, but whatever stipulations you outline to our call-handling team, you know that we will follow them to the T. Naturally your staff are going to be exposed to sensitive situations and highly febrile, unpredictable communication scenarios, so you need to know you can trust your outsourced call-handlers to provide compassionate yet professional service. Fortunately, our call handling services only employ those with a proven track record of quality customer service and approachability.

We hope this short guide has provided you with a general overview of the key advantages virtual PAs and call handlers can provide to the medical profession. After all, with a coronavirus pandemic sweeping the globe healthcare providers need all the support they can get. Outsourcing is a great way to take the pressure off your team without breaking the bank.

If you’d like to know more contact us on 01257 429677 or by emailing

get in touch with smartstrat

Want to work with us?

Our clients are usually growing companies, each day juggling stock management, business development, marketing, finance and much more.
See our pa price plans
Get in touch

01257 429677

Vermont House,