It's 9pm and a patient wants to book. What happens?
Many patients look for a consultant in the evening, after your secretary has gone home. Here is how to capture them.
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- steps
- 6
- steps
- to start
- 30 minutes
- to start
- scorecard
- Free
- scorecard
The short answer
Many patients look for a consultant in the evening, when your secretary has gone home. A simple request form or an online booking link, answered by the next morning, captures most of them. Check whether your practice management system already includes online booking before buying anything.
What good looks like
Your website on a phone, before and after
Book online any time, or request a call back
- Improved: Confirmed by 9am the next working day
Illustrative sample, not a real person or result. Your own audit uses your real details.
6 steps
Do it yourself: step by step
0 of 6 done
Full self-booking suits self-pay new appointments and follow-ups. A request-a-call-back form suits insured patients, who need an authorisation number first, and anyone with complex needs. Many consultants offer both.
- Time
- 30 minutes
- Typical cost
- Free
- Who does it
- You
Why it matters
Patients who can act straight away are far less likely to look elsewhere.
Done when: You have decided which appointment types can be self-booked and which need a call
This problem is Solvable.
Copy this template
Online appointment request form and auto-reply
Free to copy, adapt and use. No sign-up.
Appointment request form fields
- Full name
- Date of birth
- Mobile number
- How will you pay? (Self-pay / Insured: which insurer?)
- Insurer authorisation or pre-authorisation number (if you have one)
- Have you been referred by your GP? (Yes / No / Not yet)
- Briefly, what would you like to be seen about? (one or two lines)
- Preferred clinic: [Hospital 1] / [Hospital 2] / Video
- Preferred days and times
- Tick box: I agree to be contacted by phone, email or text about this request. See our [privacy notice].
Note under the form: "Please do not include detailed medical information here. If your symptoms are urgent, contact your GP, NHS 111, or 999 in an emergency."
Automatic reply
Subject: Your appointment request with [Name]
Thank you for your request. We have received it and will contact you by [10am the next working day] to arrange your appointment.
If you are insured, it helps to have your authorisation number ready. You can usually get it by calling your insurer with your GP referral.
Self-pay initial consultation: £[fee], which includes [what is included].
If your symptoms are urgent, contact your GP or NHS 111. In an emergency call 999.
[Secretary name] Secretary to [Name], Consultant [Specialty] [Phone]
Response log
| Date received | Time | Name | Self-pay or insurer | Replied (date, time) | Booked? |
|---|---|---|---|---|---|
Avoid these
Common mistakes
- A contact form that sends to an inbox nobody checks while the secretary is on leave.
- Asking for a full medical history on a web form, which creates a data protection risk and puts patients off.
- Allowing insured patients to self-book without an authorisation number, then cancelling when the insurer declines.
- Hiding the booking link on a contact page instead of every page.
- Replying two or three days later, by which time the patient has booked elsewhere.
Free personal check
Done by Paul Robinson, not software
I'll try to book with you online one evening as a patient and tell you what happened
What I need from you
- Your consent to one test enquiry
- Your website address
- Where online enquiries are meant to go
What you get
- What a patient sees when they try to book
- How long the reply took and what it said
- The three changes that matter most
Within 2 working days
No sign-in, no sales call. I read every request myself and reply on WhatsApp.
Free tools
Check where you stand
Paul Robinson
14 years in UK private healthcare
I solve this one for consultants
Want a hand? I'll look at your situation and tell you the three things I'd tackle first.
A few quick questions, about two minutes. I read every one myself and usually reply the same day.
No sales call unless you ask for one. Just a straight answer and what I'd do first.
I reply personally, usually the same day.
Questions
Frequently asked questions
Should insured patients book online?
They can request online, but confirm the appointment once they have an authorisation number. Otherwise you risk cancellations.
Is a web form safe for patient data?
It can be, if it uses a secure (https) connection, collects only what you need and links to your privacy notice. Avoid asking for detailed medical history.
What if patients book the wrong appointment type?
Limit self-booking to simple appointment types and let the secretary triage the rest.
Do I need a separate booking system?
Often not. Check your practice management system and hospital booking first.
What if no one is free to reply quickly?
Use an auto-reply that sets expectations, and consider remote secretary cover.
Last reviewed:
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