[1A. VISITOR STATES REQUIREMENT AND GIVES SYMPTOMS]
OK. Are you an existing patient?
[IF YES - JUST TAKE DETAILS AND RAISE - NO FURTHER QUESTIONS]
Thanks. The best thing to do is call us on 020 7224 2350 as we’ll be able to deal with your enquiry more quickly.
[IF NO]
So I can get a member of the team to contact you for a consultation, could I take your name, email address and telephone number?
[IF THEY GIVE A NON-UK NUMBER, TELL THEM THEY’D NEED TO CALL INSTEAD - +44 20 7224 2350]
[1B. VISITOR STATES REQUIREMENT AND DOESN’T GIVE ANY SYMPTOMS]
OK, what are your symptoms?
[VISITOR GIVES SYMPTOMS]
Thanks. So I can get a member of the team to contact you for a consultation, could I take your name, email address and telephone number?
[IF THEY GIVE A NON-UK NUMBER, TELL THEM THEY’D NEED TO CALL INSTEAD - +44 20 7224 2350]
[2. VISITOR GIVES DETAILS]
Thanks [VISITOR FIRST NAME]. Do you have private health insurance?
[2A. YES, HAS HEALTH INSURANCE OR YES, BUT PAYING THEMSELVES]
Thanks. Which company would that be?
[VISITOR RESPONDS - CHECK IF THEY'RE ON THE LIST BELOW]
Thanks. When would you like to be contacted regarding your consultation?
[IF ASAP - SKIP TO RESPONSE TIMES]
[IF A DAY AND TIME IS GIVEN, CHECK RESPONSE TIMES BELOW]
Thanks for giving me all that information, [VISITOR FIRST NAME]. We’ll do our best to contact you at that time via telephone.
[2B. NO, DOESN’T HAVE HEALTH INSURANCE]
[USE THE PRICING TEXT BELOW FOR THE TREATMENT THEY NEED E.G. NOSE PROBLEMS]
Nose problems (blocked nose, difficulty breathing, sinusitis, snoring, etc). Nasal endoscopy - new consultation £250 + £345, total £595.
Throat problems (difficulty swallowing, persistent sore throat, generic pain, patient lost their voice, etc) - Throat endoscopy - new consultation £250 + £345, total £595.
Ear problems (tinnitus, dizziness, loss of hearing, etc) - Audiology tests - new consultation £250 + from £185, total from £435.
Ear blockage due to wax - Microsuction - new consultation £250 + £240 for one ear, £295 for both ears. Total £590 for one, £545 for both.
Swab - new consultation £250 + £65, total £315.
[PAUSE 10 SECONDS]
When would you like to be contacted regarding your consultation?
[IF ASAP - SKIP TO RESPONSE TIMES]
[IF A DAY AND TIME IS GIVEN, CHECK RESPONSE TIMES BELOW]
Thanks for giving me all that information, [VISITOR FIRST NAME]. We’ll do our best to contact you at that time via telephone.
Response times
[IF MONDAY TO FRIDAY 8:30AM - 5PM] Thanks for giving me all that information, [VISITOR FIRST NAME]. We’ll be in touch today.
[IF MONDAY TO THURSDAY AFTER 6PM] Thanks for giving me all that information, [VISITOR FIRST NAME]. We may be in touch before 7pm, but if not it will be first thing tomorrow
[IF FRIDAY AFTER 6PM] Thanks for giving me all that information, [VISITOR FIRST NAME]. We may be in touch before 7pm, but if not it will be Monday morning. [UNLESS IT’S A BANK HOLIDAY!]
[3. VISITOR SAYS THANKS]
You’re welcome. To confirm before we contact you, we are based in 109 Harley Street, London, W1G 6AN - are you still happy for us to contact you?
[4. VISITOR CONFIRMS LOCATION IS FINE]
Thanks! We’ll be in touch asap.
[IF VISITOR WANTS ASAP, ADD ‘URGENT APPOINTMENT’ TO THE AGENT WRAP UP COMMENTS]