Multi-Location Scheduling for Pain and Spine Groups

Callers are routed by what they need rather than only by which office they dialled, distinguishing an office consultation, a fluoroscopy-suite procedure day, and a service only one site or one physician provides
Site-specific questions are answered from your own record: which location has imaging capability, which days a physician is in clinic versus in the procedure suite, parking and entrance detail, and where to arrive for a sedation case
Sub-specialised services are routed to the physician who performs them, so an enquiry about a stimulator trial or a pump refill does not land on a schedule that only runs injections
Patients calling to confirm where their appointment is are given the site your record shows, which matters constantly when the consultation and the procedure are at different addresses
Physicians who rotate between sites are handled from the rota you maintain, so nobody is offered a Thursday at a location that physician does not attend on Thursdays
One number can front every site or each site can keep its own, with the same rules and the same wording applied across all of them

How it pays back

The Consultation and the Procedure Are Rarely at the Same Address

This is the multi-site failure specific to pain and spine: a group runs office consultations at one or two clinics and does its interventional work in a fluoroscopy suite or an ambulatory surgery centre elsewhere. The patient books both through the same phone number and remembers one address.

Capability Is Not Uniform Across a Pain Group

Physicians within one group differ in what they perform. Ablation, stimulator trials, intrathecal pump management and vertebral augmentation may each sit with a subset of the practice, and a pump refill in particular has to land on the provider and site your practice designates for it. Routing by service, not just by geography, is the only version of this that works.

The Rota Changes and the Phone Answer Should Not Lag Behind It

Cover swaps, procedure days move, a physician picks up a satellite clinic for a month. When that information lives in the heads of two long-serving staff, callers get offered appointments that do not exist. You maintain the rota; the system applies it identically on every call, at every hour, across every site.

One Number, Several Sites, No Transfer Roulette

The common alternative is a caller passed between sites, repeating the story each time, and reaching voicemail at the third. Because every line is answered concurrently and the routing rules are shared, the sorting happens once, with captured detail travelling to whichever site owns the call.

Routed by service, not just by site

Enquiries reach the location and physician that actually perform the procedure

Every line answered at once

No caller queues behind another site's check-in rush or procedure morning

Your rota, applied identically

The same rotation rules on every call, at every hour, across every location

Frequently asked questions

How does it know which site does what?

From a service matrix you maintain: locations, the services each supports, the equipment and staffing available there, and which physicians perform which procedures at which sites. The system executes that matrix. It does not infer capability from a procedure name or guess when a service is not listed.

Can it book into different schedules at different sites?

Where scheduling integration is available for the system each site runs on. Integration is live and currently deployed on some platforms, available through API or FHIR on others, and available through secure workflow automation elsewhere. Where none exists, requests are captured and routed to the site's staff.

What about a caller who just wants the soonest appointment anywhere?

It can offer across sites according to your rules, including any travel or distance constraint you set and any restriction on which site should absorb overflow. If your practice prefers those callers to be handled by a person, that is a routing rule rather than a limitation.

Can each location have its own greeting and hours?

Yes. Greeting, hours, holiday closures, after-hours behaviour and escalation destinations are set per site while the underlying rules stay shared, so a group-wide policy change is made once.

What happens when a physician's rota changes mid-month?

You update the rota and calls follow it from that point. Because one source drives every call, there is no window where a site's staff are working from a newer version than the phone. Anything your rules do not cover is routed to a person.

Can a call be handed to a specific site's staff?

Yes, using transfer rules you define per site, per service and per time of day, with everything captured attached so the patient does not start again. Where nobody is available, the call is delivered to that site's queue rather than a shared voicemail.

Clinic Days Here, Procedure Days There, One Phone Number