Phones at a Melbourne medical clinic rarely stop. Morning appointment rushes, test result enquiries, repeat scripts and reception staff juggling patients at the desk all mean callers spend time on hold. For a patient who is unwell, anxious or caring for someone else, that wait can feel long. Thoughtful music and messages on hold can make it noticeably easier.
Set the right mood
Healthcare callers are not shopping; many are worried. Bright, high-energy music can feel jarring. Calm, gentle instrumentals suit GP clinics, dental surgeries, physiotherapists, psychologists and specialists far better. The goal is to help callers relax rather than to sell them anything.
Answer common questions while they wait
Reception teams are asked the same questions every day. Many of them can be answered on hold, which shortens calls and frees up staff:
- How to book online, if your practice offers it
- Opening hours, including late or weekend sessions
- What to bring to a first appointment
- How to request repeat prescriptions or referrals, according to your practice's process
- Services callers may not know about, such as allied health, vaccinations or chronic disease management
- Your cancellation policy, explained politely
Include the essential safety message
Healthcare practices commonly include a reminder that callers with a medical emergency should hang up and call triple zero (000). It is short, it is responsible and it should be easy to hear. Place it early in the program so it is heard even on brief holds.
Keep language clear and inclusive
Melbourne is one of the most culturally diverse cities in the country, and many patients speak English as a second language. Plain words, short sentences and an unhurried voiceover help everyone understand. Some practices also mention that interpreter services can be arranged, if that is something they offer.
Choose a warm, trustworthy voice
The voice on your hold program becomes part of your practice's personality. For healthcare, a warm, natural and reassuring delivery usually works better than a polished "announcer" style. A professional voice artist can strike that balance, sounding caring without being overly sweet.
Update regularly
Flu season, holiday closures, new practitioners joining the team and changes to services are all good reasons to update. Old information on hold, such as a doctor who has left, can cause confusion and extra calls. A simple review every few months keeps everything accurate.
Mind the length of each message
Patients may be on hold for a short time or a long one. Keep each message brief so that even a caller who is answered quickly hears something complete, and rotate several messages so a longer wait does not mean hearing the same words again and again. Music between messages gives the program room to breathe.
Respect privacy
Hold messages should stay general. Avoid anything that might feel personal or sensitive, and keep the focus on services, processes and helpful reminders.
Let us prepare your program
We write and produce music and messages on hold for medical and allied health practices across Melbourne and Victoria. We can draft scripts in the right tone, select calm music suited to the phone line and keep your program up to date through the year. Contact us for a free quote.