More and more doctors, dentists, physiotherapists and psychologists are entrusting patient reception to a remote medical secretary. But how does it work day to day? How are calls received, how are appointments booked, and how is confidentiality guaranteed?
What is a remote medical secretarial service?
A remote medical secretarial service means entrusting a medical secretary who works remotely with all or part of the tasks usually handled by an on-site front desk: answering the phone, booking appointments, managing the diary, correspondence and administrative follow-up.
For the patient, nothing changes: they call the practice’s usual number and are greeted in the practitioner’s name. For the practitioner, everything changes: calls no longer interrupt them and the admin moves forward during their consultations.
How are calls handled?
Call forwarding
The principle is simple: you forward your line to the secretary’s, either permanently during certain time slots, or only when there is no answer or the line is busy. You stay in control and can take your calls back at any time.
The greeting script
Together, we write a greeting, a list of the information to give (opening hours, address, practical arrangements) and the questions to ask depending on the type of request. Every patient is greeted in the same way, with the right information.
Passing on messages
Messages are passed on to you through the agreed channel — e-mail, text message, messaging app or directly in your software — with a clear priority level.
Managing the diary remotely
The secretary works directly in your online diary or your medical software, through a personal login that you can revoke at any time. She applies your scheduling rules:
- durations for each type of consultation;
- slots reserved for emergencies or new patients;
- buffer times and admin slots;
- reminders before appointments and management of the waiting list.
You see your diary in real time, as usual. Find out more about the diary and appointment management service.
What about emergencies?
This is the most frequent question, and the most important one. A medical secretary never makes a diagnosis and does not give medical advice. Her role is to recognise a potentially urgent situation and apply the protocol you have defined:
- a few simple questions to qualify the request;
- immediate transfer to the practitioner if necessary;
- referral to the on-call service or emergency numbers according to your instructions.
The emergency protocol is drawn up with the practitioner before the start and reviewed regularly. It guarantees a consistent and safe response to every call.
Confidentiality and health data
Health data is among the most sensitive data under the GDPR. A serious remote secretarial service must therefore offer concrete guarantees:
- personal, revocable access to the practice’s tools;
- no data stored outside the systems approved by the practitioner;
- a secure workstation and locked sessions;
- a confidentiality commitment formalised in the collaboration agreement.
Professional secrecy applies to all the information the secretary becomes aware of in the course of her work.
Which practitioners is it for?
A remote medical secretary suits most healthcare professionals, with different needs depending on the speciality:
- GPs and specialists: many calls, home visits, correspondence;
- dentists: busy diary, emergencies, cancellations;
- physiotherapists: series of sessions and prescriptions;
- psychologists: sensitive first contacts and regular sessions;
- home care nurses: calls during their rounds.
Every business is different. A free initial call helps identify exactly what you can delegate and for what budget. Contact me or estimate my budget.