Phone reception An extension of care.
Cabinet dentaire Niho, in Geneva. The reception rules apply on their own, with no action from the team.
- Client
- Cabinet dentaire Niho Dental practice
- Location
- Geneva French-speaking Switzerland
- Scope
- Phone reception Switchboard and announcements
- Solution
- Cloud telephony Announcements, mobile app
Contents
Cabinet dentaire Niho, dental care in Geneva.
Cabinet dentaire Niho welcomes its patients in Geneva for the full range of routine dental care. Dr Mélanie Freudenreich brings the same attention to every step of the journey, from first contact to follow-up. Practitioners are often mid-treatment, and the phone remains the practice’s first front door. In Geneva, that welcome called for a business phone system worthy of the care itself.
Visit cabinet dentaire NihoEvery call carries a clear expectation.
When cabinet dentaire Niho changed hands, Dr Mélanie Freudenreich wanted this first point of contact to match the attention given throughout the patient journey.
The goal was twofold: provide clear information even when reception is unattended, and free the team from repetitive work that serves neither care nor patients.
Reception that depended on manual steps.
Workable day to day, but not suited to an organisation that needs to remain reliable in every situation.
Service continuity depended on manual action
Every closure, public holiday or on-call period required the line to be reconfigured, then returned to its usual settings. These recurring tasks created an unnecessary reliance on the availability of the team.
Patient information was vulnerable to oversight
In the event of an oversight or unexpected situation, a call could go without a response or clear instructions. For the practice, this created an avoidable break in the journey; for the patient, uncertainty at the moment they needed an answer.
The line limited operational oversight
The traditional line handled few simultaneous calls, offered little visibility into incoming enquiries, and did not make it easy to tailor a message to each situation.
Reception rules applied without intervention.
Centralising call-handling rules
The traditional phone line was replaced with cloud telephony configured around the practice’s actual opening hours. Routing rules are applied automatically according to when a call comes in.
The team no longer manages one-off settings. It has a reliable, consistent call-handling framework that endures over time.
Providing the right information at the right time
Dedicated announcements cover the main situations: unavailable team members, closures, holidays, public holidays and on-call periods. They are professionally recorded and tailored to the call context.
Patients know what to expect, when to call back and, when necessary, where to turn. The reception remains helpful even when the front desk is unavailable.
Anticipating key periods
Public holidays are built into the setup. Holiday and on-call periods are prepared in advance from the dates sent by the practice, then activated according to the agreed calendar.
This proactive approach safeguards service continuity and removes last-minute actions for the team, while keeping patient information consistent.
Keeping the team reachable without complicating its day
Several team members can handle calls from the mobile app, without relying on a dedicated device or manually activated forwarding. Availability becomes a shared capability rather than an individual constraint.
When a patient is called back remotely, the practice number remains visible. The relationship stays identifiable and professional wherever the team member is working from.
More calls handled, with no extra load on the team.
More patient calls handled
More calls get through: callers are held rather than met with an engaged tone, and the team can answer from the app.
Reception rules applied automatically
Opening hours, closures, public holidays, holidays and on-call periods activate according to the calendar the practice sends. No manual action before a closure.
The setup also maintains continuity of response through the mobile app should the practice internet connection become unavailable.
Reliable information, one less burden.
For patients
The risk, before
Unavailable or generic information outside opening hours, creating uncertainty at a time that is often sensitive for the patient.
The benefit, since
Useful, consistent and contextual information at every call. Patients know when to call back and, if necessary, how to find the right care pathway during an on-call period.
For the team
The risk, before
Recurring manual tasks, a device to pass around, and an organisation dependent on individual actions before every closure.
The benefit, since
A proactive, shared operating model: periods are prepared once, rules apply automatically, and the team stays reachable without operational burden.
Testimonial
We send our holiday and on-call periods ahead, and the setup activates at the right time. The team can focus on its work, while patients receive clear, relevant information.
Three lessons from the project.
- Phone reception is a point of contact in the patient journey. Its quality is also measured when the team is not available to answer directly.
- Automation creates value when it removes recurring tasks without removing control: the practice sets its dates and the system applies the rules.
- Form matters as much as content. Professional announcements make information clearer and carry the practice’s image from the first interaction.
The setup now follows the practice’s rhythm: for each new holiday or on-call period, the dates are sent ahead and everything is prepared in advance. Call statistics also provide an objective basis for monitoring volumes, peak periods and missed calls.
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