Reception does a lot, and patients don't wait
Most practices know these moments well. Each one is an enquiry or appointment that can slip through while the team is busy with the patients in front of them.
Missed calls
The phone rings while reception is checking a patient in. Some callers don't leave a message.
Out-of-hours enquiries
Patients look up the practice in the evening and at weekends, when nobody can answer.
No-shows
An empty chair, and often no simple, friendly route back to rebooking.
Recalls that slip
Patients due a check-up or hygiene visit don't always hear from the practice in time.
Reception workload
Repeat questions about hours, parking, NHS places and plans take time away from patients.
Front desk support that hands everything to your team
Set up around your practice's own information, wording and booking link. Your team stays in control of patients, the diary and every decision.
Website chat, day and night
Answers questions from your approved information only: opening hours, parking, services, published prices, NHS or private, membership plans and plans such as Denplan.
Missed-call text-back
If reception can't answer, the caller gets a text within moments with your booking link and a promise of a call back.
Booking via your own link
Patients are sent to your existing online booking page, such as your practice software's patient portal. Nothing is booked on your behalf.
Reminders and no-show follow-up
Plain appointment reminders, and one friendly rebooking message after a missed visit. Service messages, with opt-out.
Fair review requests
One plain request to every patient after a visit, the same way every time. No rewards, no "5-star" wording, no filtering, in line with the DMCC Act.
Recall
A neutral message telling patients they are due a check-up or hygiene visit, pointing them to your booking page.
Everything goes to your team
- Enquiries and call-back requests land with the people you choose, with a named backup.
- Handed over when a patient asks for a person, or when a price, NHS status, plan or availability is unclear.
- Complaints, refunds and data requests always go to the practice.
Never clinical advice
- Never diagnoses, advises treatment or predicts outcomes.
- Never confirms NHS availability, exemptions or plan cover; the team confirms.
If someone mentions pain, swelling, bleeding or an injury, it alerts your team and tells them to call NHS 111, or 999 in an emergency.
See it as a patient would
Tap through the website chat and the text messages. Everything here is pre-written for a made-up practice: no AI, no forms, and nothing you tap leaves this page.
Text messages
Website chat
In the live service, the chat answers from your approved information and asks for a first name and number only when a patient wants a call back.
From first call to go-live
Paperwork first, then a short setup call, testing with made-up data, and a careful switch-on, one feature at a time.
A call to see if it fits
We talk through how your front desk works today and which plan suits you. No obligation.
Paperwork first
A service agreement and a UK GDPR data processing agreement are signed before any patient uses the service. We note your CQC registration (England) or equivalent and your ICO registration number. The first month is paid in advance.
Your Day-1 checklist
- Opening and holiday hours, sites, parking, access
- NHS, private, membership and dental plans accepted, and whether you're taking new NHS patients
- Your published price list (only prices you already publish)
- Your online booking link
- Emergency wording: your own process, NHS 111, 999
- Who gets alerts, and a backup person
- Which line forwards unanswered calls, and after how many rings
- Google Business Profile access and review link
- Reminder timings and cancellation policy wording
Tested with made-up data, approved by you
We build with fictional test data only and run a full test script. You review the test conversations and approve them in writing before anything goes live.
Switched on one feature at a time
We agree a go-live date at kick-off. Website chat and email features normally go live within one working week of signed paperwork. Text-message features need a UK number approved under UK telecoms identity checks; that has no fixed timescale, so we switch them on as soon as it's granted and tell you the same day. We watch every conversation for the first 48 hours, and pause a feature straight away if anything looks wrong.
Weekly checks and an owner update
A 15-minute check of flagged conversations, failed messages, enquiries waiting for a call back, review requests and opt-outs, followed by a short update to the practice owner. Changes are only made with your approval.
Simple monthly plans
No long contract. Prices exclude VAT where applicable.
Starter
Website chat and missed-call text-back.
- Website chat + booking link
- Missed-call text-back
- Reminders + no-show follow-up
- Review requests
- Recall messages
- Monthly report
- WhatsApp channel
- Second site or diary
- Fortnightly 15-minute review call
Growth
Chat, text-back, reminders, reviews and recall.
- Website chat + booking link
- Missed-call text-back
- Reminders + no-show follow-up
- Review requests
- Recall messages
- Monthly report
- WhatsApp channel
- Second site or diary
- Fortnightly 15-minute review call
Pro
Everything in Growth, plus WhatsApp and a second site.
- Website chat + booking link
- Missed-call text-back
- Reminders + no-show follow-up
- Review requests
- Recall messages
- Monthly report
- WhatsApp channel
- Second site or diary
- Fortnightly 15-minute review call
Clear roles, plain wording, honest about where data goes
Patient data is sensitive. Here is exactly how the service is set up, including the parts we think you should know before you sign.
You own your patients, diary, reviews and leads, and decide how their data is used.
Provides Chisoku Reception and acts only on your written instructions, under a UK GDPR data processing agreement.
What we put in place
- A data processing agreement (UK GDPR Article 28 terms), signed before any patient uses the service, with a sub-processor list, breach notice and deletion when you leave.
- Help with your DPIA, using the ICO's free template.
- Reminders and recalls written as service messages, with no offers, and a STOP opt-out in every text (PECR).
- Review requests to every patient on the same trigger, with no rewards and no filtering (DMCC Act).
- No clinical details asked for in chat or text: name, phone number, reason and preferred time only.
Keeping access to a minimum
- Your own team handles live conversations; we don't read patient conversations day to day.
- We build and test with made-up data only. No patient records are imported.
- Weekly reports use counts, not names.
- We open a patient record only when you ask, and log it.
Sub-processors and where data is held
We do not offer UK-only hosting. Data is held on our platform provider's servers in the United States, and our team is based in India.
| Provider | Used for | Notes |
|---|---|---|
| HighLevel | Platform for chat, messaging, workflows and reporting | Hosted in the US. Its data processing agreement covers UK GDPR and includes the UK International Data Transfer Addendum. |
| OpenAI (via HighLevel) | The AI that drafts website chat replies from your approved information | Listed as a sub-processor; covered by its own data processing addendum. |
| Twilio / LeadConnector (via HighLevel) | Text messages and calls | Listed as HighLevel sub-processors. |
| Meta | WhatsApp (Pro plan only) | Only if WhatsApp is switched on. |
Because data is held in the US and may be accessed by our team in India, these are restricted transfers under UK GDPR. We put the ICO's International Data Transfer Agreement or UK Addendum in place with you and share a transfer risk assessment. The full sub-processor list is part of the data processing agreement.
Questions practices ask
Does it replace our receptionists?
No. It handles routine questions and first replies, then hands every enquiry to your team. It never books, cancels or promises anything on its own.
Does it give clinical advice?
Never. It doesn't diagnose, advise treatment or predict outcomes. If a patient mentions pain, swelling, bleeding or an injury, it tells them to call NHS 111, or 999 in an emergency, and alerts your team.
Will it tell patients whether we have NHS places, or what their plan covers?
No. It can say whether you see NHS and private patients and which plans you accept, using your approved wording. It never confirms NHS availability, exemptions or dental plan cover; it says your team will confirm.
Does it connect to our practice management software?
Not directly. Patients are sent to your existing online booking link, for example your practice software's booking portal. We don't connect to your records system.
How does missed-call text-back work?
Your phone line forwards unanswered calls, after a number of rings you choose, to a UK number we set up for your practice. The caller then gets a text with your booking link and the option to reply for a call back. Text features need that UK number approved under UK telecoms identity checks first, and that approval has no fixed timescale.
How quickly can we go live?
We agree a go-live date at the kick-off call. Website chat and email features normally go live within one working week of signed paperwork. Text-message features follow as soon as the UK number is approved. If we can't go live with any feature within 30 days of payment, we refund your first month in full.
Is it UK GDPR compliant? Where is patient data stored?
Your practice is the controller and ChisokuLab Private Limited is the processor, under a UK GDPR data processing agreement signed before any patient uses the service. Data is held by our platform provider, HighLevel, in the US, and our team is in India, so we put the ICO's transfer agreement or UK Addendum in place and share a transfer risk assessment. See Your data and compliance.
Are the reminders and recalls marketing messages?
No. They are written as service messages about the patient's own care, with no offers, and every text includes a STOP opt-out that we honour.
Can we send review requests only to happy patients?
No. Under the DMCC Act, review requests go to every patient on the same trigger, with no rewards, no "5-star" wording and no "reply first" filtering. It's fairer to patients and safer for the practice.
What are the contract terms?
Monthly rolling with 30 days' notice. The first month is paid in advance, and your first 30 days start on the day the first feature goes live. Setup is £0 for our first three founding practices.
- 11+ years leading large programmes
- Signs off every go-live personally
Built and run with programme discipline
Chisoku Reception is a service of ChisokuLab Private Limited. It is built and run by its founder, who has 11+ years leading large programmes.
That experience shapes how the service runs: paperwork before go-live, written approval of test conversations, one feature switched on at a time, a 48-hour watch after launch, and weekly checks after that.
See if it fits your practice
Book a 15-minute call, or try the demo first.