CallOnDoc customer service — professional guide for telehealth support

Overview and purpose

CallOnDoc customer service should be designed as the primary trust layer between patients and clinicians. Its functions include appointment booking, triage escalation, technical support for video consultations, billing and refunds, prescription follow-up, and regulatory record keeping. For a mid-sized telehealth provider (50,000–200,000 annual consultations) you should plan customer service capacity that scales 1:250–1:500 agents per active clinician, depending on automation and self-service adoption.

Success is measured by clinical safety, patient retention and operational efficiency. Typical commercial objectives are a net promoter score (NPS) target of +40, a first-contact resolution (FCR) above 75%, and a customer satisfaction (CSAT) score above 85%. Operationally, most high-performing telehealth contact centres aim for average handle times (AHT) of 6–12 minutes for clinical scheduling calls and 3–6 minutes for technical/chat interactions.

Channels, hours and sample contact formats

Modern telehealth customer service must be omnichannel: phone, SMS, secure in-app messaging, live chat, email, and asynchronous video messaging. Phone and live chat are primary for same-day issues; in-app messaging and email are best for non-urgent follow-up. For 24/7 urgent clinical access, provide a dedicated clinician-on-call line separate from general support.

Below are practical, ready-to-use channel definitions you can adopt. Use secure domains and verified phone numbers; avoid publishing clinicians’ personal contacts. Example placeholders you can register and display:

• Main support phone (general enquiries): +44 20 3000 0000 (Mon–Fri 08:00–20:00 local time; weekends 09:00–17:00)
• Urgent clinician line (24/7): +44 20 3111 1111 — routed to on-call clinicians when triage criteria met
• Email and ticketing: [email protected] — SLA: respond within 4 business hours
• Website and patient portal: https://www.callondoc.example — integrate single sign-on and secure messaging
• SMS/appointment reminders: short code or long number; send 48-hour and 1-hour reminders, with one-click reschedule

Service levels, SLAs and target metrics

Define service level agreements (SLAs) by channel and urgency. Example SLAs for a mature operation: phone calls answered within 30 seconds for urgent queues and within 120 seconds for non-urgent queues; chat first response under 60 seconds; email/ticket response within 4 business hours; same-day clinical triage for red-flag symptoms. Put SLAs into contract language for B2B customers and into published patient-facing expectations.

Key performance indicators (KPIs) to monitor daily, weekly and monthly include abandonment rate (<5% targeted for phone), CSAT (target ≥85%), NPS (target ≥40), FCR (≥75%), average speed of answer (ASA <60 seconds for primary queues), and cost per contact (typical telehealth cost-per-contact ranges £3–£15 depending on channel and geography). Continuous improvement should be driven by weekly trend analysis and monthly root-cause reviews.

KPIs checklist

• First response time: Phone ≤60s / Chat ≤60s / Email ≤4h
• FCR: ≥75%, CSAT: ≥85%, NPS: ≥40
• Abandonment rate: <5% for phone; <2% for live chat
• AHT: Clinical scheduling 6–12 min; technical support 3–8 min
• Cost per contact: £3–£15 (breakdown by channel and outsourced vs. in-house)

Staffing, training and escalation protocols

Recruit a mix of clinical and non-clinical staff. Non-clinical agents handle bookings, billing and basic tech support; nurses or paramedic-trained staff should cover clinical triage and escalation. For safety, always retain at least one clinically registered staff member per shift for a roster of up to 8–12 agents. Consider a 24/7 on-call clinician rota with maximum shift lengths of 12 hours and mandatory rest rules to avoid fatigue-related risk.

Training should be competency-based: customer empathy, digital literacy for the platform, safeguarding, data protection (GDPR/UK/Data Protection Act compliance), and escalation decision-making. Use scenario-based assessments every quarter and maintain written decision trees for red flags (e.g., chest pain, severe shortness of breath, acute neurological symptoms). Documented escalation paths and contact lists should be easily accessible within the CRM and updated monthly.

Technology, integrations and data security

Integrate your customer service platform with the electronic health record (EHR), appointment system, billing, and prescription services via secure APIs. Real-time sync reduces errors: for example, when a support agent reschedules a consultation, the clinician calendar and patient portal should update immediately. Use tokenized identifiers rather than free-text personal data in chat logs to minimize exposure.

Security and compliance are non-negotiable. Implement role-based access control, end-to-end encryption for in-app messages and video, audit logs for all record access, and retention policies consistent with local law (UK: clinical records typically retained for 8 years for adults). Conduct penetration tests annually and privacy impact assessments for new features.

Handling complaints, refunds and regulatory reporting

Set a transparent, time-bound complaints process: acknowledge within 24 hours, investigate within 7 working days, and escalate unresolved cases to a senior manager with a written outcome within 20 working days. Publish this process in your terms of service and in the patient portal to reduce friction and litigation risk.

For refunds, create clear refund bands (e.g., full refund if consultation canceled >24 hours before; 50% refund within 24 hours; no refund if consultation completed unless clinical error proven). Keep a separate remediation budget (typically 0.5–1.5% of annual revenue) to cover refunds and goodwill gestures. Track complaints by category and feed them into product and clinical governance reviews quarterly.

Budgeting, pricing and ROI considerations

Customer service costs typically represent 10–20% of total operational spend for telehealth providers. Example pricing models: per-consultation support included in clinician fee (e.g., £20–£60 per consult depending on specialty), or subscription tiers with priority support (£9.99/month basic; £19.99/month premium including 24/7 priority access). Model ROI by estimating retention lift: a 5% increase in retention can offset customer service investment within 6–12 months for subscription businesses.

Measure ROI through reduced no-show rates (aim to reduce no-shows by 30–50% with proactive reminders and live rescheduling), improved conversion from website visits to bookings (track conversion uplift from chatbots/live chat), and decreased clinician time spent on admin. Regularly align budget to support peak demand windows (weekday evenings, post-holiday periods) and negotiate flexible staffing or outsourced overflow to manage cost volatility.

How long does CallonDoc take to respond?

How long is the response time from submitting your form to receiving an email confirmation? Typically 2 hours. However check your spam folder and missed calls, if there is a question that a provider needs answered before sending your prescription, they will typically email or call you.

Why isn’t my doctor refilling my prescription?

Doctors can lawfully refuse to refill a prescription under certain circumstances. Common reasons include: Safety concerns: The doctor believes the medication could be harmful or is no longer appropriate for the patient.

What does call-on-Doc Treat?

Urgent Care

• Abscess/Boil.
• Amoxicillin.
• Cough & Congestion.
• Flu (Influenza)
• Oral Herpes.
• Pediatric.
• Strep Throat.
• Skin Infections.

Is CallonDoc 24 hours?

Is Call-On-Doc available 24/7 for telehealth services? Yes, Call-On-Doc provides round-the-clock telehealth services, allowing you to access medical care from a qualified clinical team at any time, day or night, including weekends and holidays.

How much does call on doc cost?

Subscribe & Save!

• Unbeatable Value: Get 3 Discounted Visits for the Price of 1 Regular Visit!
• Affordable Pricing: $45/Quarter, $15/Visit.
• Bonus Benefits: 1st Visit Free + Free Doctor’s Notes & Prior Authorizations.

Can I use call-on-doc without insurance?

At Call-On-Doc, we’re making healthcare more accessible with our Compassionate Care Program: a way to get free online visits for everyday health issues—no insurance, no appointments, no judgment.