An older Weston-super-Mare resident calls on a Thursday morning — they've noticed their distance vision has worsened and their glasses feel wrong. Your optometrist is in the middle of a 45-minute full eye exam and the front desk is pre-checking a new patient's details. The phone rings four times and cuts to voicemail. The patient, already uncertain about whether to bother, hangs up without leaving a message. ForgeMason answers, listens, reassures, and books a full sight test at the next available slot — turning a hesitant caller into a confirmed appointment.
Weston-super-Mare has one of Somerset's older demographic profiles, with a substantial retired and semi-retired population along the seafront and in surrounding residential areas. Many of these patients are not comfortable with online booking systems and rely on the telephone as their primary way of getting in touch. When that call isn't answered, the barrier to rescheduling is high — particularly for patients who are already anxious about a vision change. A missed call is often a permanently lost patient. ForgeMason speaks naturally, responds with patience, and never makes callers feel like they're navigating a machine — capturing every booking regardless of when or how many times the testing room is occupied.
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.
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