Veracity · Playbooks
Veracity Multi-Location Practice Calls
Callers to a multi-site Veracity practice reach the right office. Katie records the location, follows each site's rules and routes by your plan.
One group, several front desks
Multi-location practices face a phone problem single-site practices never see. A patient calls the main number and wants the office near work, not the one near home. Another calls one location about an appointment at a different one. A provider who splits the week between sites is in one building on Monday and another on Thursday. Staff at each site know their own office and guess about the rest.
When the guess is wrong, a patient drives to the wrong address, or a message sits at a site that cannot act on it.
Location as a required question
Katie treats location as part of every request. She asks which office the caller means, checks it against the locations your practice lists, and writes it into the summary so the request reaches the team that owns it.
The location question matters even for callers who think it does not. A patient calling to cancel may have appointments at more than one site, and the summary makes clear which one they mean.
- Which office the patient wants, or whether any location works
- Which provider, and where that provider sees patients
- Whether the patient needs a site that offers a particular service
- Accessibility needs that affect which office suits the patient
Rules that differ by site
Locations rarely run identically. One office may close early on Fridays, another may handle all procedures, another may have the only bilingual staff. Your rules can reflect those differences: who receives transfers for each location while it is open, which visit types each site offers and which team handles each site's requests.
Katie applies the rule for the location the caller chose, so the patient asking about the satellite office is not sent to the main site's scheduler.
Centralized teams serving every site
Many groups centralize some work: one billing office, one referral coordinator, one records team for every location. Your routing rules can send those calls to the central team whatever the location, while scheduling and clinical calls go to the site. The summary records both the location and the request type, so the right team sees it.
That split prevents the familiar loop where a site's front desk takes a billing message, emails it to the central office and tells the patient someone will call, without anyone owning the follow-up.
The same first answer everywhere
Patients notice when one office answers promptly and another lets the phone ring. With Katie answering for every site, the first answer is the same everywhere: immediate, courteous and complete. Each call ends in a structured summary, and your staff act on it in Veracity for the location concerned.
For leadership, the summaries also show how call demand differs from site to site, which helps when deciding where to add staff or extend hours.
Frequently asked questions
- Can each location have its own transfer destination?
- Yes. While an office is open, calls about that location can be transferred to the staff you name for it.
- What if the patient does not know which location they are booked at?
- Katie records what the patient remembers, including the provider and the date, and your staff confirm the location in Veracity when they follow up.
- Can we add a location later?
- Yes. A new site is added to your rules with its own details, and Katie starts offering it as an option on calls from then on.
- Do all locations share after-hours coverage?
- Annie answers after hours for the practice, and each summary records the location the caller asked about, so the right site picks it up in the morning.
Ready to implement this for your Veracity workflow?
Book a demo and we'll run your own calls through Katie: new patient intake, scheduling requests, call routing and the escalation rules your practice sets. You'll see the summary your staff receive after each call.