Customer Satisfaction Survey Prize Draw Winner

Posted on 5th September 2016 by Natalie Perillo

And the lucky winner is…..

Jonathan Newson, Director of Octopus Cabling.

Octopus Cabling specialises in the installation and maintenance of fibre optics, structured cabling systems and wireless networks. Jonathan and his team will be enjoying a case of New World Wine as a thank you for participating in this year’s survey. To find out more about Octopus Cabling, please click here


Octopus Cabling FC Logo

We pride ourselves on being a leader in our industry for Customer Service, and we strive to combine professionalism with an added personal touch and, of course, a little sprinkle of Ruby Love.

Thank you for all of your feedback – it is greatly appreciated.  Without your feedback we would not be able to continue in our quest to provide the best possible telephone reception service to all of our clients.

Download the MyRuby Customer Survey 2016

We’re keen for you to see the results of our customer survey. If you’d like to find out more, you can download the complete report to find out about what our customers really think of our telephone answering services.

What People Think of the MyRuby Telephone Answering Service

Posted on 28th April 2016 by Natalie Perillo

The results of the MyRuby Customer Survey 2016 are in. At MyRuby, customer satisfaction has always been top of our list of priorities. We want every one of our customers using our telephone answering service to be happy, trusting the service that we deliver is professional, accurate and representing their brand in the best light.

We’re irrepressible improvers. So it’s only natural that we’re taking steps to understand how customers feel about our telephone answering service, what we’re doing well, and where we could make improvements. Since we launched the survey, we’ve been excited, anxiously awaiting the results, to find out how our service stacks up and how well we performed for our clients.

Scoring our customer satisfaction with NPS

Our customer survey covers a wide range of areas, including:

  • Which services matter most to our customers
  • What people look for in telephone reception services
  • What people like most about our service

To understand how we’re improving year-on-year and how we compare against other companies, we’ve been using the Net Promoter Score metric, or NPS. It’s a metric that’s widely used in marketing departments of all sizes, based on the idea that every customer is either a promoter, passive, or detractor. By subtracting the percentage that are detractors from the percentage who are promoters, you get a clear indicator of your overall performance.

NPS image My Ruby




Each time we conduct the survey, we expect our NPS to grow – and, ideally, we’d like to see an NPS above the averages expected in most industries.

Download the MyRuby Customer Survey 2016

We’re keen for you to see the results of our customer survey. If you’d like to find out more, you can download the complete report to find out about what our customers really think of our telephone answering services.


Four best practice tips for every clinical receptionist

Posted on 17th November 2014 by Andrew Perillo

A great clinical receptionist has patience, skill and dedication. But it takes a deeper knowledge to support clinicians in providing the highest-quality patient services.

Medical professionals dedicate their lives to providing a highly-qualified service. They try to give each patient the time and attention he or she requires, while treating as many people as possible. It’s a true juggling act and, in most instances, time is the biggest issue.

Patients have the right to access medical facilities simply and easily. A clinical receptionist makes this possible. She provides the extra administrative service that a clinician, who’s focusing on patients, can’t always offer effectively. She represents the clinic as a helpful, friendly voice who understands the sensitivity and confidentiality of clinical services and acts accordingly. Yes, she answers the phone, but in reality, her job is far more complex.

Receptionists employed by MyRuby, offer many years of experience acting as clinical receptionists to a wide variety of clinics across the UK. They understand what it takes to maintain the best standard of receptionist duties in healthcare clinics. Here are their best practice tips for providing great clinical receptionist services:

1. Be flexible

The medical profession is a diverse industry. Every practice operates differently according to many factors including its specialism, size, location, and whether it’s a private or public service. Individual clinicians work in different ways. Some, for example, treat patients in the clinic, some visit patients in their homes. Their priorities for patient bookings vary, as do their preferences for handling cancellations. They use different diary systems and implement different policies for taking on new patients.

A great clinical receptionist gets to know individual clinicians and their habits, working practices and schedules. Her knowledge and relationship with each medical professional helps her handle more complex situations with patients. She knows the discrepancies between private and public practices and can work with one professional or multiple professionals with different diaries or schedules, confidently adjusting her booking processes accordingly. She understands what the clinician expects of her and deals with most administrative tasks or problems so that he or she doesn’t have to.

2. Follow processes

A great clinical receptionist is experienced in working for many different practices in different fields. Her knowledge gives her the edge on less-experienced employees and enables her to make more informed judgements. And she can draw on a wide repertoire of best practices and apply them in work with new clinics.

Individual clinics implement their own structures and processes to deal with day-to-day tasks such as patient registration or communication with external organisations. These processes also help clinics comply with a multitude of regulations and promote a consistently high standard of service. A clinical receptionist can adapt to and follow these processes when dealing with every call or situation. And, with experience behind her, she can also suggest or introduce improvements in processes to improve the working lives of professionals, boost efficiencies in the business or enhance patient services.

3. Be an expert in diary systems

There’s far more to managing a diary than answering calls and filling appointment gaps. A receptionist can explain practice requirements for new and temporary patients. She books the right length of appointment according to the type of treatment or the patient’s stage in the treatment cycle. She adjusts her handling of cancellation requests according to the needs of each clinician. And she handles private or public clinical bookings according to different billing processes. For private practices, the receptionist can advise patients on medical insurance information, as well as make calls to health insurance companies to apply for funds or reimbursements.

A great clinical receptionist is trained in and can switch between many different online diary systems used by today’s clinicians. These systems, which include PracticePal, PPS, ClinicOffice, Quinec, and BookingBug, offer practical tools and functionality that help clinicians manage their diaries more efficiently.

4. Handle unusual situations with care

A great receptionist understands the urgency of medical situations, and can handle multiple re-bookings tactfully and efficiently if a clinician is called away suddenly or off sick. She gets to know patients and knows how to best deal with specific ‘patient cases’. Her priority is to ensure clinicians’ diaries are fully occupied. She maintains a smooth flow of patients by sending out appointment reminders to maximise attendance but she also knows what to do in the event of a DNA (did not attend) case.

Many medical professionals keep an audit trail of their administrative processes, from calls taken to bookings and cancellations. These can be kept as daily, weekly or monthly records and it’s the receptionist’s duty to provide them in a format that suits the clinician.

MyRuby offers more than just a great clinical receptionist

With pressure on clinics to provide the highest standard of care, clinicians are turning to receptionists to carry greater responsibilities. But they’re looking for cost-effective alternatives to hiring full-time members of staff. Outsourced telephone receptionist services such as MyRuby offer a smarter, more practical way to provide a complete receptionist service or support existing administrative teams.

MyRuby provides telephone answering and diary management services to primary and secondary healthcare clinics. A MyRuby receptionist offers a quality service as seamlessly and professionally as a full-time receptionist working under the same roof as the clinician. She supports professionals regardless of their specialist field, the breadth of their administrative needs or their location. She understands the clinical profession and applies her knowledge from the start, unlike a permanent employee in training. She forges strong relationships with patients and with clinicians to become a vital part of their working day. But unlike a permanent member of staff, a MyRuby receptionist is always available and is a fraction of the cost of a permanent employee.

Set up is so simple, your MyRuby receptionist can start today. For more information about how a MyRuby receptionist can enhance your healthcare service call MyRuby on 0800 988 0977.


Welcome to the MyRuby Blog

Posted on 31st May 2014 by Natalie Perillo

What makes a receptionist great? What are the skills they need to run your operation seamlessly? What tools can they use that also help your whole office run more efficiently? And how can your business benefit from a great receptionist without the associated costs?

Discover hints and practical information

Fortunately, MyRuby’s in the perfect position to answer those questions and many, many more. Our receptionists are highly qualified and experienced in a wide variety of operations. And every day, they apply their skills and best practices in their work for organisations across the UK.

In this blog, we’ll use this knowledge to provide helpful hints and practical information to help you improve your working environment, whether it’s an office, a medical clinic or a  large switchboard environment.  We’ll delve into our smorgasbord of tips and insight, which you won’t find anywhere else, and serve it up right here in the MyRuby blog.

What happens in your office when you can’t answer the phone? Are important calls left unanswered? Or do you try and return calls and then struggle to fit in all of your appointments? Perhaps you just switch on the answerphone and then spend hours each evening trying to synchronise diaries, return calls and reschedule missed bookings. A great receptionist could help you solve all these problems, if you had one…

The Receptionist – An invaluable member of your  team

If you want to know something about business that you don’t already know, ask a receptionist. And that’s what we’ve done. Because MyRuby receptionists represent hundreds of successful businesses, so we know it’s worth listening to what they have to say.

Receptionists don’t just answer phones – they can be crucial for the smooth running of your entire operation. They provide extra services to clients that you or other members of your team have little time to provide. They get to know you and your quirky habits, working practices and frantic schedules, and can adjust their administrative processes to fit in with other members of your team.

Receptionists have an uncanny knack of being able to solve problems without you having to get involved. They know your business and have the ability to make informed judgements or offer solutions that you hadn’t thought of. They work tirelessly to make your job easier, smoother and less stressful. They keep your clients happy, maintain your bookings, and keep the money flowing in.

But good receptionists can be hard to find.  And It’s not easy for small businesses to recruit, train and manage receptionists cost effectively.

If you are looking for practical tips and best practice to help you improve how you run your front of office, follow this blog.