Elizabeth was away in America when missed calls to the clinic began causing frustration for patients. Even on holiday, she was trying to make sure people could get through and receive the help they needed.
“I called because I was desperate for a better way to manage it,” she recalls. After speaking to Wendy about how LiveLink could help, she remembers thinking, “Yes, this is what I need.”
When patients struggled to reach Bourton Podiatry, owner Elizabeth found herself trying to solve the problem while on holiday in America. LiveLink helped her improve patient communication and gave her a team to lean on as the clinic grew.
With LiveLink supporting the clinic’s patient communication, Elizabeth says patients are calmer, more appointments are being booked, and calls and messages aren’t being missed. Just as valuable is the peace of mind at the end of the day.
“I no longer finish the day wondering whether someone tried to reach us and I let them down. That has taken a real weight off my mind.”
As we got to know Bourton Podiatry, we could see other ways to help Elizabeth move the business forward. LiveLink created a campaign to re-engage lapsed patients, crafted weekly emails and secured regular editorial columns in local village magazines.
LiveLink introduced her to a business coach and encouraged her to take steps she might not have taken alone, including a photo shoot and the beginnings of a rebrand.
We also spotted a serious problem with the clinic’s website: it was breaking, making it difficult for people to get in, even though Elizabeth had been told it was fine. Flagging the issue helped her address another barrier between prospective patients and the practice.
Elizabeth puts it simply: “I trained as a podiatrist, not a businesswoman.” Having people alongside her to spot problems, make introductions and help fill gaps has made running the clinic feel less overwhelming.
Elizabeth recently took her first Monday off in a long time. At home, she says, things had been on hold for so long that even the laundry pile was heading towards the ceiling.
“Things are starting to calm down, and I can feel a little more like myself again. That’s what LiveLink has helped me achieve and continues to help me achieve.”
Running a clinic shouldn’t mean carrying every missed call and every business problem on your own. Talk to us about support for your practice.
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