How Better Patient Communications Reduce Pressure On Your Phones
Running a busy practice often feels like a constant battle with the phones. Even with online forms, triage systems and detailed websites, reception teams still deal with long queues and repetitive questions. The problem is rarely just volume. It is usually that patients are unsure what to do, where to go or what to expect, so they default to calling.
Stronger, clearer patient communication can change that. When information is easy to find and easy to understand, more patients help themselves and fewer reach for the phone.
Common reasons patients call when they do not need to
Most avoidable calls fall into a few familiar categories:
“How do I book an appointment?”
“Can I see a doctor or do I have to use an online form?”
“What do I do if there are no appointments left?”
“Who do I see about this specific problem?”
“Can I get an emergency dental appointment?”
“How do I cancel or change my appointment?”
If the answer is not obvious within a few seconds on your website or social channels, patients will call. Even if the information is technically there, they may not recognise it or trust that it applies to them.
Turning key questions into clear, visible answers
The first step is to map out the top ten questions your reception team answers every day. Treat these as your priority communication topics. For each one, you can create:
A simple, patient friendly answer on your website.
A short explainer post for social media.
A short paragraph for SMS templates or email newsletters.
A version for digital screens or printed posters in the waiting room.
Use the same wording across every channel so patients receive one consistent message. Over time, they learn where to look and how your system works, which reduces confusion and cuts down on “just checking” calls.
Make access and appointments impossible to miss
Your access information should never be buried. Patients should be able to see, within seconds:
How to contact you.
When to call and when to use online forms.
What counts as urgent and what can wait.
How triage works in your practice.
What happens after they submit a form or request.
Clear headings such as “How to get an appointment” or “Same day and urgent help” work better than generic labels. Short sentences, bullet points and realistic timeframes help build trust and set expectations.
Use social media to reinforce the message
Many practices treat social media as a noticeboard for seasonal campaigns or general health advice. Those posts have value, but social media can also be a powerful tool for reducing pressure on the phones.
You can use regular posts to:
Remind patients how to cancel appointments.
Explain when to use pharmacy, NHS 111 or dental triage.
Promote online services for repeat prescriptions or booking.
Clarify new processes before they go live.
Address common myths that lead to unnecessary calls.
By repeating your key access messages in different formats, you gently retrain patient behaviour without sounding defensive.
Track impact and refine over time
Improving communications is not a one off job. It is an ongoing process that becomes easier once the basics are in place. You can track progress by:
Asking reception staff which questions are appearing less often.
Monitoring website traffic to key FAQ or access pages.
Looking at call volume trends during campaigns or changes.
Gathering quick feedback from your Patient Participation Group.
You can then adjust wording, add examples, or create new resources where needed. Small improvements, repeated across channels, can make a noticeable difference to daily phone pressure.
When communication is clear and consistent, patients feel more confident about what to do. That confidence reduces avoidable calls, protects urgent access and creates a calmer working environment for your team.