There is possibly nothing more irritating to my 50+ demographic, than either waiting for or interrupting MY customer service experience in order to deal with an incoming call. No matter how polished the apology – it’s just a cardiac inducing pain in the ass. So why do dental practices mix reception and telephony? Perhaps to cope with the needs of low-expectation patients who just want a Government-sponsored sheep dip. But in private practice I expect that telephony will be hidden away – somewhere else in the building – so that my receptionist can deliver a concierge experience when I arrive and depart.