PatientNow Pre-Visit Instruction Calls

First-visit nerves show up as phone calls

New aesthetic patients call before their first visit more than almost anyone. Should I arrive early? Can I come in wearing makeup? Do I need to fill anything out first? Will there be photos? Can my sister come with me? The questions are small, and the nervousness behind them is real.

A friendly, consistent answer at that moment sets the tone for the whole relationship. A rushed answer from someone juggling check-ins does the opposite, and a call that goes unanswered can turn a nervous new patient into a no-show. Many of these calls come the evening before the visit, long after the front desk has gone home.

Logistics in your words

Your practice writes the answers Katie gives to non-clinical pre-visit questions. She gives them consistently, at any hour, in 59 languages. Each service can have its own set, so a facial, an injectable visit and a laser consult each get the right answers.

Answers can also cover the small courtesies that make a first visit feel easy, such as whether there is a place to change, whether to wear loose clothing for a body treatment, or how long the patient should plan to be in the office.

• Arrival time and check-in steps for a first visit
• How your practice handles intake forms
• Whether clinical photos are part of the consult, as your practice describes it
• Parking, entrance and building directions
• Whether a friend or partner may join
• What to expect in the first appointment, in plain language

Where prep becomes a clinical question

Some pre-visit questions sound logistical but are clinical: whether to stop a retinoid before a peel, whether to avoid alcohol before injectables, whether a recent tan affects a laser session, or whether a new medication matters. Katie does not answer those. She records the question and routes it to clinical staff, so the patient gets an answer from someone qualified to give it.

This keeps your pre-treatment guidance where it belongs, with the people who can tailor it to the patient's history. It also protects your practice from a well-meant answer that turns out to be wrong for that particular person.

Arriving ready

Answered pre-visit calls mean patients arrive knowing what to expect: the right entrance, the right time, the right paperwork. When a question needs staff, the structured summary tells them who asked, what about, and which visit it concerns, so the answer can come before the appointment rather than at the front desk.

MedReception AI is live with practices on PatientNow, and your team handles any follow-up from the summary in the system they already use for that patient's visit.