Ten past ten on a Tuesday

EN–2214 · Jodie Callaghan · website enquiry, lip filler · first reply in 14 seconds

Consultation booked

Every message Braemore sends about a cosmetic treatment is advertising, and is regulated as such. The assistant cannot write its own sentences. It assembles replies from phrases that have been reviewed and approved, and it refuses anything it has no approved phrase for. The tags under each message show which phrase was used, and what was blocked.

Enquiry EN–2214

Website form · Tuesday 25 August, 22:10

22:10:14

BraemoreHi Jodie — thanks for getting in touch about lip filler at Braemore. I’m Ida, the clinic’s booking assistant. I can’t give advice about treatment over text, but I can book you a consultation with one of our cosmetic nurses, which is where any decision would be made. The consultation is $80 and is credited against treatment if you go ahead. Would a weekday evening or a Saturday morning suit better? Reply STOP to opt out, or call 08 9384 2210.

A-07 approved 12 Mar 2026 A-19 approved 12 Mar 2026

22:12:31

Jodie CallaghanSaturday morning. How much is it usually?

22:12:39

BraemoreI can’t give you a price for treatment before an assessment — what’s suitable is a clinical decision and a practitioner has to see you first. What I can tell you is that the consultation is $80, and Carla will go through the options and what each would cost while you’re in the room. Saturday 6 September, 9:30am or 11:00am?

A-11 approved 12 Mar 2026 Blocked: indicative price for treatment

22:14:02

Jodie Callaghan9.30 please. Is there much downtime? I’ve got a wedding on the 19th.

22:14:09

BraemoreNoted — I’ve put the wedding date on your record so Carla has it in front of her. Recovery is one of the things she’ll cover at the consultation, because it depends on you rather than on the treatment. You’re booked: Saturday 6 September, 9:30am with Carla Bettini. I’ll send a medical history form now — worth doing before you come in. See you Saturday.

A-11 approved 12 Mar 2026 A-22 approved 4 Jun 2026 Blocked: recovery time estimate Flagged to clinician

Three minutes and fifty-five seconds, at ten o’clock at night, without a single sentence that had not been reviewed first.

Written to the record

Interest: lip filler Consultation booked 6 Sep 9:30 Clinician: Carla Bettini Event date 19 Sep History form sent Source: website

The wedding date is the only clinically useful thing in the exchange, and it came out of a question the assistant was not allowed to answer.

The fast replies were the dangerous ones. Of 64 enquiries answered within an hour last year, 11 carried a claim that should not have gone out — a price for a prescription treatment, a recovery time, a promise about results. Every one was typed by a person, out of hours, trying to be helpful.

How long people waited

206 aesthetics enquiries, last 12 months

Under 15 min

38

15 min – 1 h

26

1 – 4 h

1

Next working day

98

Later, or never

43

There is almost nothing in the middle. An enquiry is either caught by whoever happens to be holding the phone, or it waits for the front desk to open. 141 of 206 waited until the next working day or longer, and 43 of those were never answered at all.

What happened next

By how quickly the clinic replied

Replied	Enquiries	Booked	Attended	Rate
Under 15 min	38	24	21	55%
15 min – 1 h	26	13	11	42%
1 – 4 h	1	0	0	—
Next working day	98	27	19	19%
Later, or never	43	3	2	5%

Attendance, not bookings, is the number that matters — a consultation booked eighteen hours later is also the one most likely to be a no-show.

What the assistant may and may not say

The assistant has no ability to compose. It selects from approved phrases, and where it has none that fits, it says so and hands over.

May do

Acknowledge, ask, book, quote a consultation fee, send a form

May not do

Price a treatment, estimate recovery, describe an outcome

May not do

Name a prescription medicine, or repeat anything a patient has said about their results

Always does

Record the phrase used, and log what it refused

The refusals matter as much as the replies. A blocked answer is a question the patient wanted answered, so it goes on the record and in front of the clinician before the consultation.

Phrases are reviewed on a schedule and versioned. When one is withdrawn it stops being available everywhere at once, which is the part a document cannot do.

Open the claim register