Case Study: Kent Kids Neurology
Our client, a busy paediatric consultant, gives 110% to her young patients and their families. Being known for her kind smile, warm presence, and unwavering commitment to care, parents trust and rely on her for their children’s health concerns. But with a packed schedule, a busy phone line and an overflowing enquiry-filled inbox, she found herself stretched thin.
With our call answering service and admin team by her side, she could return her focus to her patients, knowing we were handling everything else. Read on to see how we helped her tackle her growing workload and enhance her patients’ experience.
“How Can We Help?”: The Call Answering Solution
We’ve all been there a few times at 8 am, rushing to call the GP to reach their lines before anyone else only to be stuck on hold for 40 minutes even though you were 3rd in the queue (I wish I wasn’t typing from experience). Worse is that when you do end up speaking to someone after a ridiculously long wait time, you are then told that there are no appointments available or to try again another day!
In fact, this is seen in findings from 2023 where 10% of who tried to contact their GP were unable to, whilst a further 6% were told to try again another day.
For our client, this wasn't acceptable. She wanted her patients to have timely access to care, reflecting her commitment to her principle of high-quality healthcare for everyone.
Acting as her virtual dapersonal secretary, our team answers every call promptly, warmly, and professionally. Whether it’s scheduling appointments, answering questions, or passing on critical messages to the doctor, we ensure that parents receive the attentive service they deserve from shorter wait times to swift appointments!
Taming the Inbox – Keeping emails under control
In a busy medical practice, emails can vary from a wide range of topics, including routine follow-ups, appointment confirmations, and urgent requests from new patients seeking immediate care. By managing her secretary inbox, we give her room to breathe and concentrate on providing in-person care, with the assurance that we would forward on anything that requires her attention while filtering out general questions that can be answered by our team.
This approach leads to a smoother workflow by minimising any distractions. We handle the admin side of things such as billing and insurance, communicating directly with the hospitals where she holds clinics. This ensures that there are no double bookings and that all necessary patient details have been received.
Personalised Care with a Human Touch
At Miss MPS, we believe our work goes beyond answering calls or emails—we’re here to be a true extension of our client’s care. When supporting a paediatrician, we know we’re not just dealing with administrative tasks. For parents of young patients, contacting the doctor’s office can be a nerve-wracking experience, filled with urgent questions or heavy emotions. Our goal? To provide a warm experience for the family that makes this journey a little easier.
By handling these interactions with genuine compassion, we’re able to ease the burden on our doctor-client, allowing her to focus on providing expert medical care without being pulled away for every enquiry. This way, she can rest assured that her patients’ families are getting the care and attention they deserve outside of health-related concerns.
Restoring Balance: More Time, Less Stress
Even with our team managing calls, emails, and other admin work, our doctor-client’s schedule remains full, packed with direct patient care, coordinating referrals, managing prescriptions, and tracking down test results. But with Miss MPS handling the daily influx of non-clinical tasks, we’ve given her back precious hours - time she’d otherwise spend tied up with admin tasks - allowing her to focus on what she does best: caring for her patients.
For us at Miss MPS, nothing is more rewarding than seeing our clients thrive. We’re here to help amazing professionals like her keep making a difference—one call, email, and appointment at a time!
Success by numbers
By using Miss MPS, since we've worked for Kent Kids Neurology we have saved them more than £70,000 over hiring a full time receptionist (without the sick days, or holiday!)
1,440+
Calls taken
99%
Calls answered first time
960+
Appointments booked
Support for Doctors
Join the others like Kent Kids Neurology who are growing with support from the team at Miss MPS.
More Case Studies
Take a look at how we have helped other growing businesses around Kent and beyond by clicking on the individual case studies.
Since we began working with them in 2019, Dartford Plumbing has grown significantly, having successfully completed work for over 1,000 customers across West Kent.
Kent Kids Neurology
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