Use case02 / 08

Healthcare

A practice's phone is mostly the diary: booking, moving, cancelling, and the call at eight in the morning asking what time. The agent works against the booking system in use rather than a copy of it, so a slot it offers is a slot that exists, and nothing clinical is answered by software.

A call, start to finish

On the line
  1. Agent: Bramley Medical Practice, good morning.
  2. Caller: Good morning. This is Laura Bennett. I need to move my appointment on Thursday.
  3. Agent: Of course, Mrs Bennett. Can you confirm your date of birth?
  4. Caller: The fourth of March, 1978.
  5. Agent: Thank you. I have Thursday at nine thirty with Dr Shaw. The first free slot is Monday at eleven.
  6. Caller: Monday is fine.
  7. Agent: Perfect, I have moved it to Monday at eleven and freed up your Thursday appointment. Bring the referral with you; you will get a reminder the day before.

What it does on the line

  • Books, moves and cancels on the live diary, with the preparation the visit needs.
  • Confirms who is calling before anything about a patient is said out loud.
  • Symptoms, results and medication go to a person, warm, with the call still open.
  • Sends the confirmation and the reminder the practice already sends.

Start from your own line.

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Helpful context

  • The workflow you want automated.
  • The systems it would need to talk to.
  • Where it runs today: AWS, on-premise, or both.
  • Anything that cannot leave your own estate.
  • Any deadline or compliance requirement you are working to.
All use casesNext sectorBPO & Call centre