A tourist visiting Wells Cathedral calls your practice on a Saturday afternoon — they've snapped a contact lens and need to discuss an emergency replacement or find out if they can be seen urgently. Your practice is staffed with one person covering both dispensing and the till during peak visitor season. The phone rings out. They walk to the nearby chain optician who happens to have someone free. ForgeMason answers that call, assesses the urgency, gives the appropriate guidance, and either books an appointment or directs the caller correctly — so no patient, local or visiting, is ever turned away by a ringing phone.
Wells is England's smallest city — a compact, high-footfall market town serving a wide rural catchment across the Somerset Levels and Mendip Hills. An independent optician here typically operates with a lean team: one or two optometrists supported by a small dispensing and reception staff. When the testing room is occupied and the dispensing area is busy, even a single incoming call can create a gap that costs a patient. Weekend and holiday periods, when tourist footfall peaks, are often the hardest to staff. ForgeMason fills that gap on every call, every day — so a lean team can stay focused on the patient in front of them.
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 Wells practice.
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