Reclaiming 60 staff hours a month

The challenge

Appointment booking, reminders and rescheduling all ran through a single phone line during business hours. Enquiries arriving in the evening, the majority, were answered the next day, if at all.

What we did

1. 1

   Built a booking assistant handling scheduling, rescheduling and reminders around the clock

2. 2

   Integrated it with the existing practice management system, ending double entry

3. 3

   Added structured escalation to a human for any clinical question

4. 4

   Instrumented enquiry-to-appointment conversion end to end

The outcome

Front-desk staff moved from logistics to patient care, evening enquiries stopped leaking, and reminder automation cut no-shows by more than a third.