How to get more urinary incontinence patients

Urinary incontinence care is a service some patients pay for themselves and others ask their insurer about, and how it is described shapes who books and what they expect. Many callers mention leaking urine when they cough, sneeze, laugh or lift, a sudden strong need to urinate, leaks that began after childbirth or prostate treatment, or that their family doctor suggested they see a specialist, and the calls are from adults. This guide is for owners, coordinators and front desk teams in urology, urogynecology and pelvic floor practices that evaluate bladder control problems: what MedlinePlus and NIDDK say about urinary incontinence, its types and causes, how it is diagnosed and treated, which claims to avoid, and how to turn requests into well-informed evaluations. Here, the urologist, urogynecologist or pelvic floor clinician (called the specialist below) evaluates the patient and decides on the treatment plan, and talks it through with the patient.

SearchAn adult looks for care near them.
Your pageWhat you treat, who sees them, one way to book.
Call or formThey call or send a request.
Front deskBooks the visit and never guesses a cause.
Clinical teamThe clinician decides the plan.

How a new patient request reaches your practice.

1. Know what urinary incontinence care is and is not

The MedlinePlus urinary incontinence topic page says “Urinary incontinence (UI) is the loss of bladder control, or being unable to control urination.” and “It is a common condition.” The NIDDK definition and facts for bladder control problems page says “UI is not a disease but a condition that may be related to another health problem or life event, such as prostate problems or pregnancy.”

Care starts with an evaluation, not a set package of visits. The MedlinePlus urinary incontinence article says “If you have symptoms of incontinence, see your health care provider for evaluation, tests, and a treatment plan.” The NIDDK diagnosis of bladder control problems page says “A health care professional will ask about your family and medical history and give you a physical exam.” The MedlinePlus topic page says “Your health care provider may use many tools to make a diagnosis:” and lists “A medical history, which includes asking about your symptoms.” among them.

Only a licensed clinician evaluates the patient, and the specialist decides whether an exam, tests or a referral are needed. The MedlinePlus urinary incontinence article says “Some providers who treat incontinence are gynecologists and urologists that specialize in this problem.” and “They can find the cause and recommend treatments.” The front desk does not say whether a caller has a particular type of incontinence or another health problem or which treatment they need, and neither the front desk nor an ad can tell one cause of leaking from another.

Some callers are sure they know why they leak, or mention other symptoms with it. The NIDDK symptoms and causes of bladder control problems page says “Health changes and problems, including those with your nervous system, and lifestyle factors can cause or contribute to UI in women and men.” The MedlinePlus overactive bladder topic page says “Often the cause is unknown.” The MedlinePlus pelvic floor disorders topic page says “The pelvic floor can become weak or be injured.”

Some calls need emergency care, and the front desk only relays what the sources say. The MedlinePlus urinary incontinence article says “Call your local emergency number (such as 911) or go to an emergency room if you suddenly lose control over urine and you have:” and lists “Difficulty talking, walking, or speaking”, “Sudden weakness, numbness, or tingling in an arm or leg”, “Loss of vision”, “Loss of consciousness or confusion” and “Loss of bowel control”. If a caller reports a sudden loss of control over urine with any of these during the call, tell them MedlinePlus says to call their local emergency number (such as 911) or go to an emergency room, then tell the clinical team. The NIDDK symptoms and causes page has a part headed “Seek care right away” that says “See a health care professional if you” and lists “can’t pass urine or empty your bladder, which is a sign of urinary retention”, urinating too often (eight or more bathroom visits a day), “see blood in your urine, called hematuria” and “have bladder infection symptoms, including painful urination”. If a caller reports any of these during the call, tell them NIDDK says to seek care right away and see a health care professional, then tell the clinical team promptly so a clinician can speak with the caller.

Other signs call for a provider visit. The MedlinePlus urinary incontinence article says “Talk to your provider about incontinence. Some providers who treat incontinence are gynecologists and urologists that specialize in this problem. They can find the cause and recommend treatments.” and “Contact your provider if you have:” and lists “Cloudy or bloody urine”, “Dribbling”, “Frequent or urgent need to urinate”, “Pain or burning when you urinate”, “Trouble starting your urine flow” and “Fever”. The MedlinePlus urge incontinence article lists “Your symptoms are causing problems for you.” and “You have pelvic discomfort or burning with urination.” in its contact your provider list. The MedlinePlus stress urinary incontinence article says “Contact your provider if you have symptoms of stress incontinence and they bother you.” If a caller reports any of these during the call, tell them MedlinePlus says to contact their provider, then tell the clinical team promptly so a clinician can speak with the caller; if the report also matches a sign in the paragraph above, relay that line too. Callers who have already had surgery for incontinence and report a problem afterward are passed to the clinical team promptly. The front desk does not say what is causing the symptoms, does not judge whether a symptom matters, and does not tell callers what to do at home, what to drink or which medicines to take; staff note it on the intake form and pass it to the clinician, and pass any other symptoms to the clinical team promptly.

Some callers ask for one specific treatment only, or bring test results or a plan from another clinic. Book the evaluation the same way, give the price, do not promise which treatment the specialist will use or how the plan will look, and do not promise a plan based on earlier tests or an earlier visit elsewhere.

Do not present urinary incontinence care or a named treatment or technique as the only answer or as a sure fix. The specialist explains the options and decides on the plan with the patient.

Some visits involve a referral, often from a family doctor or gynecologist, or after a visit to an emergency room or urgent care. The NIDDK definition and facts page says “Your health care professional can help find the cause of your bladder control problems and talk with you about your options for treatment.” Some patients come with a referral from their doctor and some without; staff check what the patient’s plan requires and do not promise anything either way. Make the hand off from referring clinicians easy, and never offer or accept payment for referrals. See also patient referrals for medical practices, how to get more vasectomy patients and how to get more physical therapy patients.

2. Keep claims in line with the risk information

MedlinePlus and NIDDK give a balanced picture of urinary incontinence care. Their incontinence and treatment pages point out the limits.

the NIDDK treatments for bladder control problems page says “Even after treatment, you may still leak urine from time to time.”;
the MedlinePlus urge incontinence article says “Many people must try different treatments (some at the same time) to reduce symptoms.” and “Getting better takes time, so try to be patient.”

On results, the MedlinePlus stress urinary incontinence article says “Treatment does not work as well if you have:” and lists “Past surgery that did not work” and “Other genital or urinary problems” among the reasons, and the MedlinePlus urge incontinence article says “How well you do depends on your symptoms, diagnosis, and treatment.” What helps differs from patient to patient. Do not promise that leaks will stop, that the patient will be dry, that the problem will not come back, how the patient will feel during or after a visit, a return to exercise or to work, a number of visits, a time frame or any other outcome in ads or on the phone.

Treatment choice belongs in the exam room. The MedlinePlus topic page says “Treatment depends on the type and cause of your UI.” and “You may need a combination of treatments.” The MedlinePlus urinary incontinence article says “Which treatment you get depends on what caused your incontinence and what type you have.” The NIDDK treatments page says “Your health care professional can explain the risks and benefits of surgery for stress incontinence and what kind of results you can expect.” Do not push a named treatment, technique, device or add-ons; the specialist explains the options after the evaluation and decides on the plan with the patient.

Write about patients with respect. Do not use fear copy about accidents in public, odor, getting older, money or what other people think, do not blame or shame people about their age, body, childbirth, menopause, prostate treatment, drinking habits or job, never joke about leaks or bladder control, and avoid shock images and deadline pressure. Never suggest that one body type or way of living is better than another. The NIDDK definition and facts page says “Although UI is common, it is not a routine part of being a woman or getting older.” Do not use a named treatment, product, device or technique as an ad hook, and never advertise or promise any treatment, product or prescription as a fix. Keep ad copy aimed at adults, and never target minors in ads or social campaigns. Never aim ads at people who are pregnant or have just had a baby, or who have just had prostate treatment or an emergency room visit. Do not build ad audiences from bladder, urinary, prostate or pelvic floor problems, pregnancy or childbirth, menopause, diabetes, purchases of incontinence products, emergency room visits, past treatments, prescriptions, diagnoses, medicines or other health information, and do not use sex or age as a stand-in for urinary incontinence.

Book adults only. If a caller is under 18, or a parent calls to book for a child or teenager, for example about bedwetting, do not book an evaluation; pass the call to the clinical team. The front desk does not judge whether a caller’s age, a pregnancy or another health condition changes the plan; that conversation belongs to the specialist. If you text or email about an appointment, use the patient’s own contact details and consent; see texting patients and the TCPA.

Avoid “no surgery”, “non-surgical”, “bladder sling”, “bladder Botox”, “nerve stimulation”, “bulking injection”, “pessary”, “vaginal laser”, “Kegels fix it”, “stop leaking for good”, “never leak again”, “dry for life”, “permanent fix”, “painless”, “pain-free”, “quick recovery”, “same-day”, “no downtime”, “cure”, “risk-free”, “guaranteed results”, “insurance will cover it”, “no referral needed” and “FDA-approved”. Better: “the specialist will ask about your symptoms and what you have tried, examine you, explain the options and decide on a treatment plan with you”.

3. Answer first-call questions honestly

How much does it cost? Give a clear starting price, say what it includes (the evaluation, any exam or test in the office, follow-up visits, any in-office treatment, whether medicines, devices and supplies are extra) and that what the specialist finds, the treatment plan the specialist recommends, where it is done and how many visits it includes affect the total. Say whether the evaluation, any test, follow-up visits and any in-office treatment are priced separately.
Does insurance pay? Do not promise coverage. Coverage varies by plan, so the practice checks each patient’s plan.
Which treatment do I need, and will it work? “We cannot tell that on the phone. The specialist will ask about your symptoms, when the leaks happen, when they started, what you have already tried, your health and medicines, examine you and talk with you about the options and whether treatment makes sense.”
Can I be treated if I am pregnant, have just had a baby or take other medicines? Do not answer either way. Pregnancy, a recent birth, current medicines and health conditions such as diabetes are questions for the specialist; staff note them on the intake form and the specialist talks them through at the evaluation.
Who does the work? Give the urologist’s, urogynecologist’s or pelvic floor clinician’s name and real credentials. Let callers check them with the state medical board or the state board that licenses that clinician.

When a caller asks about insurance, staff take the plan details and say the practice will check; they never say the treatment will be covered.

Leave screening to the specialist. Your intake form can ask the patient’s age, the reason for the visit, the main symptoms the patient wants checked (such as leaking with coughing or activity, a sudden strong need to urinate, getting up at night to urinate or trouble emptying the bladder), how long the patient has had them, what has been tried, any earlier incontinence treatment elsewhere, any earlier pelvic, bladder or prostate surgery, any emergency room or urgent care visit for it, any referral from the patient’s doctor, the referring clinician, current medicines, supplements and herbs, allergies, whether the patient is or could be pregnant or has recently given birth, and health conditions. The NIDDK diagnosis page says “Additionally, you may be asked to keep a bladder diary, and your health care professional may order labs and other diagnostic tests.”; the specialist explains any diary. Care at home, what and how much to drink, and whether to take or change a medicine are decisions for the patient’s clinicians, never for the front desk. Never tell a caller to stop a medicine by a certain date, and never suggest a medicine, a product, a device or a home remedy. Care advice at home and about diet is for the specialist to give. The front desk does not judge how urgent a call is. Pass any report of leaking or urgency that gets worse, a new or sudden loss of bladder control, pain, burning, blood in the urine, fever or chills, trouble passing urine, a bulge or pressure in the vagina, a problem after earlier incontinence, pelvic or prostate surgery, symptoms that follow another medical treatment, symptoms that get worse, or a caller who says they feel anxious, stressed or upset about their bladder to the clinical team promptly. If a caller says they are thinking about killing or hurting themselves, stay with them and tell them to dial 911 if it is an emergency or to call or text the 988 Suicide and Crisis Lifeline at 988, as MedlinePlus advises, then tell the clinical team. If a caller reports any of the signs listed in section 1 during the call, tell them what MedlinePlus or NIDDK says for that sign, as set out there, then tell the clinical team. The specialist decides whether someone is a candidate and which treatment is suitable. Front desk staff only collect the answers. Use the new patient phone script for the rest of the call, and book the evaluation, not the treatment, while the caller is on the line.

4. Plan the evaluation, treatment visits and follow-up

The MedlinePlus topic page lists “A physical exam, which can include a rectal exam. Women may also get a pelvic exam.” among the tools for a diagnosis, and the MedlinePlus pelvic floor disorders page says “Your health care provider diagnoses the problem with a physical exam, a pelvic exam, or special tests.” Callers can be told in private that the exam may include a pelvic or rectal exam. Tell callers that the choice of care comes after the exam.

Make second opinions easy, and give patients time to talk through the plan, care at home and any medicines with the specialist first.

For the evaluation and treatment visits, ask your specialists for written notes on preparing for the visit, any bladder diary the specialist asks for, what to bring, such as a list of current medicines and supplements, any earlier test results or reports and any emergency room or urgent care papers, any referral the patient’s plan asks for, care at home as the specialist sets it, warning signs and follow-up visits. On follow-up, the MedlinePlus urge incontinence article says “you should still see your provider to make sure you are doing well and check for possible problems.” Share them with callers early. Aftercare depends on the treatment; the specialist gives exact instructions and sets the follow-up schedule.

5. Price, finance and follow up

Self-pay patients may be entitled to a good faith estimate; see the good faith estimate guide.
If you advertise a discount, follow advertising prices and specials. Avoid deadline pressure on a treatment decision.
If you offer financing, follow the patient financing guide.
Before-and-after photos need written authorization and honest comparisons; see before-and-after photos. FTC guides treat a patient’s result as typical unless you disclose what patients can generally expect.
Follow up after the evaluation without pressure; see consultation to treatment. Track urinary incontinence requests and referrals separately, from request to evaluation to treatment, and keep the notes the specialist needs for follow-up visits.

Where MediLeadGen fits

MediLeadGen sends practices requests from people interested in cash-pay elective treatments. Each request goes to one practice only, with the person’s consent naming that practice, at a fixed price per delivered request.

See how it works for practices

Questions practices ask

How do we get more urinary incontinence patients?

Answer requests quickly, give clear prices and what they include, introduce the urologist, urogynecologist or pelvic floor clinician by real credentials, keep claims in line with the risk information, make referrals and second opinions easy, and book an evaluation where the specialist can ask about the symptoms, when the leaks happen, when they started and what has been tried, examine the patient and explain the options before deciding on a treatment plan.

Can we promise callers that their leaks will stop and not come back?

No. NIDDK says that even after treatment a person may still leak urine from time to time, and MedlinePlus says many people must try different treatments to reduce symptoms, that getting better takes time, that how well a person does depends on their symptoms, diagnosis and treatment, and that treatment does not work as well for some people, such as those with past surgery that did not work. Staff collect intake answers only, and the urologist, urogynecologist or pelvic floor clinician decides on the treatment plan with the patient after the evaluation.

What should the front desk do when a caller reports blood in the urine, signs of infection, other symptoms or feeling upset about their bladder?

Collect the intake answers and pass any report of leaking or urgency that gets worse, a new or sudden loss of bladder control, pain, burning, blood in the urine, fever or chills, trouble passing urine, a bulge or pressure in the vagina, a problem after earlier incontinence, pelvic or prostate surgery, symptoms that follow another medical treatment, symptoms that get worse, or a caller who says they feel anxious, stressed or upset about their bladder to the clinical team promptly. If a caller suddenly loses control over urine and also has difficulty talking, walking or speaking, sudden weakness, numbness or tingling in an arm or leg, loss of vision, loss of consciousness or confusion, or loss of bowel control, tell them MedlinePlus says to call their local emergency number (such as 911) or go to an emergency room, then tell the clinical team. If a caller cannot pass urine or empty their bladder, is urinating too often, sees blood in their urine or has bladder infection symptoms such as painful urination, tell them NIDDK says to seek care right away and see a health care professional; if a caller reports cloudy or bloody urine, dribbling, a frequent or urgent need to urinate, pain or burning when urinating, pelvic discomfort, trouble starting the urine flow or a fever, tell them MedlinePlus says to contact their provider; in each case, then tell the clinical team promptly so a clinician can speak with the caller. If a caller says they are thinking about killing or hurting themselves, stay with them and tell them to dial 911 if it is an emergency or to call or text the 988 Suicide and Crisis Lifeline at 988, as MedlinePlus advises, then tell the clinical team. The front desk does not judge how urgent a call is, say what is causing the symptoms or whether a symptom is serious, or suggest a treatment, product or medicine; the clinician decides.

Does insurance cover urinary incontinence care?

Coverage varies by plan. Check each patient’s plan, and do not promise coverage in ads or on the phone.

General information for practice teams, not legal or clinical advice. Check device labeling, FDA requirements, state rules and your advertising with counsel and your clinicians. Last reviewed October 2026.

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How to get more urinary incontinence patients: a plan for urology, urogynecology and pelvic floor practices