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UpMedico is a healthcare marketing agency, trusted by private clinics across Europe to turn ads into real bookings through data-backed marketing.
If your clinic is investing in ads — Google, Meta, or even local listings — and your phone is ringing, that’s already a win. But what happens when someone actually calls?
In too many clinics, the front desk isn’t prepared. They answer the phone without a plan. They sound rushed, vague, or unsure. And often, that lead hangs up and books somewhere else.
We’ve worked with more than 100 clinics across Europe — and this is one of the fastest wins we implement:
✅ A clear, friendly 90-second triage script for every inbound call
✅ A voicemail and WhatsApp follow-up system that saves missed leads
✅ Flexible ways to handle “info-only” callers and those comparing other clinics
Here’s how the system works — and why it helps clinics convert more leads without needing to sell or pressure anyone.
☎️ The 90-Second Triage Script (Step-by-Step)
This is the basic structure your front desk team can follow for any incoming lead — especially those calling from ads or online searches.
🟢 Step 1: Greet and Confirm the Service
“Good morning, this is [Your Name] from [Clinic Name].
Are you calling about [Service Name]?”
Why it works:
This small moment instantly builds trust. You’re connecting the call to what they just saw in an ad or on your website. You’re confirming they’re in the right place.
🟢 Step 2: Ask Two Simple Questions
“Just to make sure I help you properly:
– Is this your first time with us?
– Are you looking to book today, or just getting some information?”
Why it works:
You get clarity without pressure. This helps your team prioritize the lead’s intent — and respond accordingly. It also gives the caller confidence that they’re speaking with someone who understands their needs.
🟢 Step 3: Offer Two Booking Options
“We’ve got availability on [Day 1] or [Day 2] — would either of those work for you?”
Why it works:
Offering two options reduces decision fatigue. It also makes you sound organized and ready. Never say, “When would you like to come in?” — that just creates uncertainty.
🟢 Step 4: Confirm the Appointment or Offer WhatsApp Info
“Great — I’ve reserved your spot with Dr. [Name].
You’ll get a confirmation by SMS. Let us know if anything changes.”
If they’re not ready to book:
“No problem — would you like me to send you the treatment info and price via WhatsApp? That way, you can review it and get back to us when you’re ready.”
Why it works:
WhatsApp has a 3x higher open and response rate than email. It’s casual, mobile-friendly, and lowers the pressure.
🧠 What to Say If They Just Want Information
Some leads are just exploring. Maybe it’s their first treatment. Maybe they’re nervous or comparing options.
Don’t push. Guide.
Suggested Response:
“Absolutely — I’ll send you everything you need:
- Treatment overview
- Pricing
- Doctor info
- How to book
Would WhatsApp or email be better for you?”
“You can take your time. And if it helps, I’m happy to follow up later in the week.”
Why it works:
You’re being helpful, not pushy — and you’re capturing contact info for future follow-up.
🧰 Tip: Have ready-to-send info packs (or WhatsApp templates) for your top services: Botox, ultrasounds, acne, Pap tests, etc.
🆚 What to Say If They Mention Another Clinic
Sometimes leads say:
“I’m also checking out a few other clinics…”
Here’s how to respond with confidence, not defensiveness:
Suggested Response:
“That makes sense — it’s smart to compare.
If you’d like, I can send you a quick summary of what we include, just to help you compare clearly.”
“For example, we [add something that makes your clinic unique — like ‘offer same-day results,’ ‘use only certified specialists,’ or ‘include follow-up messaging on WhatsApp’].”
Why it works:
You’re keeping the conversation open and positioning your clinic’s strengths without attacking the competition.
📞 What to Do If You Miss the Call
If you can’t answer — due to lunch, after hours, or busy times — you still have a chance to win the lead.
✅ Voicemail Script:
“Hi, you’ve reached [Clinic Name].
If you’re calling to book a [Service], we’d love to help.
Please leave your name and number — we’ll call you back shortly.
Or message us anytime on WhatsApp at [Your Number].”
✅ WhatsApp Auto-Reply:
“Hi 👋 Sorry we missed your call! Are you looking to book a [Service]?
You can reply here and we’ll take care of you right away.”
Why it works:
Even if they don’t leave a voicemail, you’re meeting them where they already are — on their phone, ready to book.
💬 Real Clinic Example
“We were getting 10–15 calls a week from ads but only converting about 50%. Once we implemented this script and added the WhatsApp follow-up, we jumped to 77% bookings — and the team felt more confident on every call.”
— Clinic Manager, Private Physio Clinic, London
🔒 A Quick Note on Privacy
When you collect contact info or use tools like WhatsApp, always stay GDPR-compliant:
- Let patients know you’ll only use their number for booking or follow-up
- Avoid storing medical info on messaging apps
- Offer a way to opt out of future messages
At UpMedico, we help clinics implement marketing tools that are ethical, transparent, and data-safe.
📥 Want the Script as a Printable PDF?
We’ve put everything into a quick-access toolkit:
👉 Download the Clinic Call Script
📍 About UpMedico
UpMedico is a growth agency for private clinics — helping medical teams attract, convert, and retain patients through ethical, trackable marketing.
We specialize in:
- Google Ads Campaigns
- High-converting landing pages
- Staff scripts + training systems
- Market Analysis
Trusted by clinics across Europe, we help teams like yours turn marketing into real bookings — with clarity, not guesswork.
🔗 Learn more at www.upmedico.com
