Healthcare,
appointments handled, clinical questions escalated.
A clinic’s phone is mostly diary management, and the diary is why the phone is engaged when somebody actually needs a doctor.
The calls that cost you something.
Not a list of features you do not have — the four situations that already happen every week.
The line is busy because of booking, not because of medicine
Booking, moving and cancelling appointments takes most of reception’s day, and every one of those calls is somebody who cannot get through to ask something urgent.
People do not turn up
A missed appointment is a clinician sitting idle and somebody else who could not be seen.
Somebody describes a symptom, and that is not a call for a machine
The moment a caller starts describing what is wrong with them, the conversation has stopped being administrative.
Patient data cannot simply live wherever it lands
Recordings, transcripts and notes are patient information the moment they exist.
One answer per problem, in the same order.
Everything below is something the product does today, on the call, without anybody being asked to change how they work.
The line is busy because of booking, not because of medicine
It books, moves and cancels against your real diary
The agent reads the actual availability, takes the slot, and sends a confirmation on WhatsApp — so reception spends the day on the calls that need a person.
People do not turn up
It confirms, reminds, and offers the slot on
Confirmations go out on the channel the patient used. A cancellation frees the slot immediately, and the agent can offer it to whoever asked for that day.
Somebody describes a symptom, and that is not a call for a machine
It refuses, and hands over immediately
The agent answers only from the knowledge you gave it, and clinical advice is not in it. It says so plainly and transfers — or takes the details and raises it, marked urgent, if nobody is on duty.
Patient data cannot simply live wherever it lands
Retention is a setting, and deletion actually runs
Each clinic is its own tenant, isolated at the database row. You set how long recordings and transcripts are kept; they are deleted when that expires, and a patient’s record can be removed on request.
What one of these actually sounds like.
A booking that goes through, and a clinical question the agent will not answer — which is the more important half.
- Caller
أريد أغير موعدي من الثلاثاء لأي يوم ثاني.
I want to move my Tuesday appointment to another day.
- Kasper
أكيد. عدنا الأربعاء الساعة تسعة ونص، أو الخميس الساعة إحدعش. أي وحد يناسبك؟
Of course. We have Wednesday at half past nine, or Thursday at eleven. Which suits you?
- Caller
الخميس أحسن. وبالمناسبة، صار عندي ألم بعد آخر علاج — هذا طبيعي؟
Thursday is better. And by the way, I have had pain since the last treatment — is that normal?
- Kasper
حجزت لك الخميس الساعة إحدعش. بس بخصوص الألم — هذا سؤال طبي وما أگدر أجاوب عليه. راح أحولك للطبيب المناوب هسه.
You are booked for Thursday at eleven. But on the pain — that is a medical question and I cannot answer it. I am transferring you to the duty clinician now.
The four numbers this comes down to.
Computed from the conversations themselves, on every agent, queue, channel and hour of the day.
- Containment rate
- How much of the diary work never reaches reception.
- Transfer rate
- Clinical calls should transfer. This is the metric you want to be honest rather than low.
- Abandonment rate
- Nobody hangs up waiting, because nobody waits.
- First-call resolution
- Whether a booking stayed booked, or the same person rang back about it.
Hear it answer a healthcare call.
Bring the question your team dreads. Fifteen minutes is enough to know whether this belongs on your phone.