Moving Leytonstone Osteopathy telephone answering to a digital assistant
By Luke Askew B.Ost
I want to let you know about a change to the way the clinic handles bookings and enquiries and to be completely open with you about what it means.
Until now, calls and messages to the clinic have been handled by an external receptionist service. It has served a purpose, but it hasn’t been without its problems. Because that service works separately from the clinic’s live diary, mistakes can creep in, appointments booked at the wrong time or the wrong venue, or availability offered that didn’t quite match what was really free. On top of that, the cost of running it has risen steeply, to the point where it no longer represents fair value for what it delivers.
After testing alternatives carefully, and seeing it work well in practice, the decision has been made that from Monday 29th June 2026, bookings and enquiries will be handled by a new, automated booking and reception system that connects directly to the clinic’s live calendar.
Being upfront about what it is
I think it’s only right to be straight with you: this is an AI-powered system, not a person. When you call or message, you’ll be dealing with smart software rather than a human receptionist. I mention that plainly because I’d never want anyone to feel misled about who, or what, they’re speaking to.
What it does is genuinely useful. It can book, reschedule and cancel appointments around the clock; answer common questions on the spot, opening hours, where to park, what to bring; and send reminders so appointments don’t slip through the cracks. Because it reads the clinic’s live calendar directly, the times and locations it offers are always accurate and up to date — putting an end to the crossed wires over availability that could happen before. And because it never sleeps, you can sort your appointment at six in the morning or eleven at night, on a weekend or a bank holiday, without waiting for the clinic to open or sitting on hold.
What this means for you
The thing I most want to reassure you of is this: the care itself doesn’t change at all. The same hands, the same treatment, the same clinic, this is only about the front door, and making it easier to get through.
And you’re never stuck with a machine. If the system can’t help with something, or if you’d simply rather speak to a person, it will take a detailed message or pass things along, and a real human, often me, will get back to you. Nobody gets left going round in circles.
I know that for some people this won’t feel like an improvement straight away. Plenty simply prefer speaking to a person rather than to software, and I understand that completely. My hope is that the trade-off proves worthwhile: that far fewer people find themselves unable to reach the clinic at the moment they actually need it.
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