Example setup · Healthcare · Melbourne
How a Melbourne GP Clinic Could Run Its Phones on Click2Call
A general practice with six GPs, two nurses and three receptionists, a morning rush on the phones, and no record of what was said on a call. Here is how Click2Call could be set up for it, with what it would cost.
This is a worked example, not a customer story. The business is typical rather than real, the setup uses real Click2Call features, and the prices are current. There are no invented results. Last reviewed: October 2026.
The situation
Picture a Melbourne GP clinic with six GPs, two practice nurses and three receptionists. The phones peak at opening time, when patients ring for same-day appointments, repeat scripts and results, and anyone calling in the rush hears an engaged tone.
There is no record of calls. If a patient later says they were told something different, or a receptionist mishears a detail in a message, there is nothing to check. And referrals still arrive on a fax machine in the corner.
How it would be set up
Everything below is a standard Click2Call setting, done in the portal or by our team with managed setup.
- The emergency message comes first. The greeting on the main number opens with: if this is a medical emergency, hang up and call triple zero (000).
- A queue instead of an engaged tone. During opening hours the main number runs a call queue. Callers hear music and announcements and are told their place in line, and the live Call Dashboard shows reception how many people are waiting.
- Reception answers together. The three reception phones ring as a group, and GPs and nurses have extensions so calls can be transferred internally.
- A record of reception calls. Recording is switched on for the reception line, with a notice to callers. Each recorded call has a transcript and summary that can be searched in the portal, and access to recordings is restricted so only the practice manager can play them back.
- After hours goes to the deputising service. Business hours switch the main number to the clinic's after-hours GP service at closing time, and public holidays are set in advance by date.
- Texts and faxes. Appointment reminders go by SMS from the clinic's mobile number, and a Faxmail line turns incoming referrals into email attachments.
- No clinical advice from AI. If the clinic uses the Answer Agent, it only takes messages. Symptoms, results and medication stay with the clinical team.
What it would cost
| Item | Cost |
|---|---|
| 11 Cloud PBX users (each with a number and 300 outbound minutes) | $275 a month |
| Main clinic number, ported, as a receive-only line | $10 a month |
| Faxmail line for referrals | $10 a month |
| Monthly total | $295 ex GST ($324.50 inc GST) |
| Porting the main number and the fax number | $200 inc GST, once |
| Managed setup (optional): $300 for 3 users plus $50 for each of the other 8 | $700 ex GST, once |
Call recording, transcripts and summaries are included at no extra cost. Calls beyond each user's 300 minutes are 10c a minute to landlines and 20c to mobiles. There is no lock-in contract.
What changes, and what doesn't
Callers in the morning rush hear their place in line rather than an engaged tone, and the practice manager can see how busy the phones are. Reception calls leave a written record that can be searched when a question comes up.
Transcripts are produced automatically, so check important details, such as a medication name, against the recording itself. Recording is a tool, not a compliance guarantee: what you must record and keep depends on your own policies and state law.
We haven't put figures on review time or accuracy, because they depend on the clinic. The portal shows every recorded call from the first day, so you can judge it on your own calls during the trial.
Before you set it up
- Tell callers when calls are recorded, and make sure your privacy policy explains how recordings are used and kept.
- Recordings and transcripts are stored in Australia and New Zealand, and Click2Call's AI runs in Australia.
- Every account starts with two call channels plus one for each user's number, so 11 users can be on 13 calls at once.
- There is no ready-made connection to practice management software.
Try this setup in your own clinic
Start the 7-day free trial with $11 of credit, put a queue on a test number and ring it from a few phones at once. No credit card required to sign up.