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OSD Healthcare have found a better way of working

Pam Hollick, Contact Centre Lead, shares how the private healthcare experts put patient care first with the help of 24-hour Telephone Answering support.

When did you realise you needed support?

“We were seeing a surge in call volumes and were relying on an outdated voicemail system which put patients in a queue to speak with an advisor. As we were getting busier, call waiting times were getting longer and we knew we needed to find a solution. One of our team members had used Moneypenny previously and recommended their service, so we decided to give them a try.”

What does good customer service look like?

“For us, it’s all about providing a seamless service that anticipates customer requirements.”

How has Moneypenny changed your business?

“We opted for Moneypenny’s 24-hour cover, which means our calls are answered around the clock. Sianna, our Moneypenny Receptionist, is extremely professional and knowledgeable and handles a wide range of call types on our behalf – from new and existing patient appointments to general enquiries. She treats every caller as an individual and always captures key information.”

What are the key benefits?

“The greatest benefit of Moneypenny is that our staff are able to get on with their jobs knowing calls are covered – not to mention our patient experience has hugely improved. Moneypenny go out of their way to exceed the expectations of every caller.”

Any advice for other businesses?

“I would highly recommend their service – they’ve transformed the way we operate for the better.”

We give you amazing people and technology:


Your own Moneypenny PA to answer calls exactly as if based in your office.

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Live Chat

Amazing people, briefed by you to manage chats whenever you can't.

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Pocket Phone System

All the functions and support of an office phone system, minus the hardware.

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