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Frequently Asked Questions

We have set-out below some of the questions practitioners commonly ask us. For further information please call Diane Booth on 020 3355 4595

How do I receive patient introductions?

  • During Business Hours:
    • Calls will be put-through to your receptionist direct from our contact centre after the patient confirms they wish to make an appointment and you clinic is identified as convenient. In these cases our contact centre consultant will first speak to your receptionist and introduce the call as being a patient referral from the Appointment Line;
    • If your receptionist is not able to take the call (either because engaged or otherwise busy), the patient details will be sent to you by email or fax (your preference). In this case our patient promise is that you are able to return the call within 30 minutes.
    • An automatic confirmation email will be sent to the practice email with patient details.
  • If your clinic cannot ordinarily operate to the levels of efficiency we promise to customers, please do not complete the application process.

What if a patient is put through to the clinic but does not book or books but does not turn-up?

If the patient does not book or does not turn up for an appointment, simply advise us by emailing or faxing us with the patient name and reference number (which you will be given) and we will amend your account to ensure that you are not charged.

What if I cannot take patients for a period because I am fully booked or going on holiday?

Simply email us to advise when you are unable to take patient appointments and we will temporarily suspend your record from our referral database.

What if I wish to cease taking patient referrals?

You are at liberty to resign from the Appointment Line service at any time. As soon as your email reaches us we will retire your record from the database and you will receive no additional patient referrals. In this case you will only be billed for referrals made prior to your resignation.

How will I be billed?

We do confirm patient(s) attend their first appointment prior to issuing an invoice. An Invoice detailing the referrals made during the month (and not reversed by you for failure to book or turn up) is issued by email or fax on the 5th or next business day of each month.

How do I pay ?

Payments are by Direct Debit guaranteed by the Royal Bank of Scotland and the Direct Debit Guarantee. This Guarantee is offered by all Banks and Building Societies that take part in the Direct Debit Scheme. The efficiency and security of the Scheme is monitored and protected by your own Bank or Building Society. If the amounts to be paid or the payment dates change we will notify you 10 working days in advance of your account being debited or as otherwise agreed. If an error is made by Overland Associates Limited (registered name of Appointment Line) or your Bank or Building Society, you are guaranteed a full and immediate refund from your branch of the amount paid.

What if I disagree with the billing statement?

Simply email us to advise us of the error and we will either answer the query or amend the bill.

How can I list my website on your websites, e.g.,, and websites?

We have a page on each of our websites devoted to promoting the quality of our referral partners; so if you have a website we would be very pleased to showcase it via our website. The benefit of setting up a link from our website will be increased visitor traffic and a higher page ranking from Google (high quality links into your website increase your status). In return we would ask that you place a link to our sites somewhere on your own site - it need not be prominent. We can email you the html code fragment to set up the link which will be a trivial task for you or your webmaster.

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