Primary care & medical aestheticsUnited StatesBassi Clinic is open four days a week and answered seven
A Phoenix practice that promises same-day access and is shut for three days out of every seven.
- 2care scheduling
0
appointments booked on closed days since going live
0
voicemails to work through on Tuesday morning
7/4
days answered against days open
Before
What was breaking
- The clinic runs Tuesday to Friday, so the phone rang for three days a week with nobody there to pick it up.
- Same-day access is the promise, and by the time Tuesday's voicemail had been worked through, Tuesday's same-day slots were gone.
- Weight-management patients rang between visits about their programme, and those calls sat in the same queue as a new patient trying to register.
What we did
How it works now
- Calls are answered on the clinic's own number across Saturday, Sunday and Monday, and the appointment is made on the call rather than promised back.
- Same-day requests are offered the first slot the diary actually holds, so the closed days fill Tuesday instead of burying it.
- Anything that sounds clinical goes straight to a person - the agent books, and never assesses a symptom.
After
What changed
- The three closed days stopped being a hole in the week.
- Tuesday opens with a booked diary rather than a full voicemail box.
- Callers with something urgent reach a human instead of an answering machine.
“We are open four days a week. The phone is answered seven, and Tuesday no longer starts with a backlog.”
The same flow, running
What this looks like on a live call.
The story above describes it. This is the flow itself, recorded end to end.
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