A 70-year-old Burnham-on-Sea resident calls your practice at 10am on a Wednesday — they're due for their free over-60s NHS sight test and want to book before the summer. Your optometrist is testing, the phone rings three times, then a receptionist apologises and asks them to hold. The patient, already a little hard of hearing, gets confused and hangs up. ForgeMason handles that call cleanly from the start: confirms the NHS over-60s entitlement, finds a convenient mid-week morning slot, and books it — no hold time, no confusion, no lost patient.
Burnham-on-Sea is a popular coastal retirement destination on the Somerset Levels — the proportion of over-60s in the local population is significantly above the national average. This demographic has high entitlement to free NHS sight tests, generates consistent recall traffic, and relies heavily on telephone bookings. The volume of recall and routine enquiries a busy optician receives from this population can overwhelm a small team, particularly during the morning clinic when the testing room is occupied. ForgeMason handles all incoming calls smoothly regardless of what the rest of the team is doing — so recall campaigns generate booked appointments rather than missed calls.
Sight test appointments booked for both NHS and private patients. Type identified from the first call.
Automated sight test recall at 2 years (or custom interval). Patients book before their vision changes undetected.
Appointments booked outside clinic hours. Evening callers book next-day slots without waiting to call back.
Flash, floaters, sudden vision loss — urgent calls escalated immediately. Routine calls handled normally.
Lens reorder requests captured and forwarded. Patients don't need to come in just to reorder.
Automated post-appointment review requests build your profile for local optician searches.
Free 20-minute demo. See how ForgeMason works for your Burnham-on-Sea practice.
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