Your practice’s phone, answered. Patients with appointments and the calendar up to date.
It answers on the first ring the calls your front desk cannot take: the patient who wants to move Thursday’s check-up, the one asking whether they need to fast beforehand and the one calling at ten at night. It books the appointment on your real calendar, with the length of each service, and it does not offer a slot that does not exist.
What happened on the phone
Example practice · 3 professionals
Health data is stored encrypted in the patient’s record. The agent does not see it and no model receives it.
A day on the phone
Four calls that are currently left half-finished
The front desk of a practice deals with the person in front of them and the phone at the same time, and the phone always loses. These four come in every day.
In pain and cannot wait
The patient calls in pain and wants to be seen today. The agent looks at the real slots of the right professional and, if there are none left, opens an urgent request with an assignee and a deadline. What it must not do, you write in its instructions: “you do not give medical advice” is one line of text, and that is also where you decide when that call has to be transferred to a person.
Moving Thursday’s check-up
Changing an appointment by phone costs the front desk three minutes and an interruption. The agent recognises the patient by their number, reads them the appointment they have and offers two times that exist, respecting the length of the service. The reminders for the old appointment are cancelled and the new ones are prepared automatically.
The usual questions
Opening hours, prices, where to park, whether to come fasting, what to bring on the first day. It answers those with what you have written for it, and whatever you would rather it did not mention stays marked as content that is not announced: the agent has it in front of it and does not bring it up.
A cancellation at eight in the evening
The patient cancels from the link in the reminder, without speaking to anyone and without the phone ringing. The slot goes back into the calendar that same evening and the next person who calls can take it.
What changes
Four things change from the first call
On the call, in what you then see in the panel, in what you decide when you set it up and in what the law requires of you.
On the call
It recognises the patient by their number and calls them by name. It books, changes and cancels appointments on the real calendar, respects the length of each service and does not offer a slot that does not exist. It asks one thing per turn, says phone numbers digit by digit and, if someone talks over it, it stops and listens. When someone asks for a person, it transfers the call to whoever is accepting calls at that moment.
In the panel
Every call is transcribed turn by turn, with what the agent looked up, how long it took to answer and whether it was interrupted. The calendar has one column per professional with out-of-hours time marked, which your team can book but the agent never offers. Records are created automatically with their record number, and when two look like the same person the panel warns you so that they can be merged field by field.
When you set it up
The agent is test-run before it is published, and the panel shows the list of what it still needs before it can take real calls. The voice can be that of your reception, cloned from ten or twelve seconds of recording and with their express consent. For each piece of data that comes from one of your systems, you decide what the agent does with it: says it, says it only if asked, confirms the last four digits, uses it for identification or never shares it.
What the law requires
An announcement says, as soon as the call is answered, that an artificial intelligence is answering, and it cannot be removed. Recording is off by default, and recording does not start if that notice has not played. You choose how long transcripts are kept, between seven days and three years. There are five access roles, anyone who only views sees sensitive data masked, and every time someone listens to a recording it is logged.
Tuesday’s calendar
Dr Ana López · General dentistry
Whatever your team blocks stops existing for the agent. You can book outside working hours, but the agent does not offer that time even if it is asked for.
An example call
An appointment change, from start to finish
This is what a patient hears through the earpiece and what appears in the panel when they hang up.
Good morning, you’ve called the practice. You’re speaking to an automated assistant: I’m telling you this because the EU AI Act requires it. How can I help you?
Good morning. I was calling to change the check-up I have on Thursday, because a trip has come up.
Of course. You’re calling from Lucía Martín’s phone, record number 3, with a check-up on Thursday the 18th at half past nine with Dr López. Is that the appointment?
That’s the one.
I can offer you Tuesday the 23rd at ten or Wednesday the 24th at quarter past five in the afternoon, both with Dr López. Which suits you better?
Wednesday afternoon.
Done: Wednesday the 24th, at quarter past five, a half-hour check-up with Dr López. I’ll send you the link in case you need to cancel it. Is there anything else I can help you with?
What was written down without anyone typing it:
Dialogue re-created for this page, with made-up names. It is not the recording of any real call or of any real patient.
What your team sees
The panel, in a practice’s words
Patients, appointments and record numbers. Both screenshots are of the panel exactly as it is delivered.
One column per professional
The agent only offers what is free in that professional’s column. Whatever the team blocks stops existing for it.
The patient record
Clinical alerts, clinical record and assessment scales. At the top it says who can see them: the owner, the editor and the linked professional.
As standard
What a clinic finds already set up
It is in place from the first day and adjusts to your services, your professionals and your opening hours.
A clinical record that cannot be deleted
An entry in the clinical record cannot be edited or deleted. If it needs correcting, another entry is written that points to the corrected one, and both remain visible with their date and author.
Clinical alerts
Allergies, medication, medical history, reduced mobility or legal guardian. They appear in red as soon as the record is opened, and only the owner, the editor and the linked professional can see them.
Assessment scales
Scored questionnaires on pain, anxiety or quality of life, with the result saved in the record and compared with the previous visit.
Record no. and records without duplicates
The record is created automatically when the appointment is booked. Search works without accents, and the panel warns you when two records look like the same person, so that they can be merged field by field.
Calendar by professional
Day, week and month views, one column per doctor, and drag and drop to move an appointment. Treatment rooms and booths are booked separately, as resources, in addition to the calendar.
Reminders and no-shows
Up to six reminders per appointment, each with its own text and time, and a link so that patients can cancel it themselves while there is still time. The record keeps each patient’s no-show risk.
Frequently asked questions
What clinics ask
Four answers to have before you sit down to watch a demo.
Can the agent see a patient’s clinical record?
No. Health data is stored encrypted in the record and does not go to the agent or to any artificial intelligence model. To book an appointment, the calendar, the services and the caller’s phone number are all it needs. For each piece of data that comes from one of your systems, you decide whether the agent says it, says it only when asked, confirms the last four digits, uses it only to identify the person or never shares it.
Does the patient know they are talking to a machine?
Yes. When the call is answered they hear an announcement that tells them so, in compliance with the EU AI Act. It cannot be switched off: without it the switchboard does not answer the call. If the patient would rather speak to a person, the call is transferred to whoever is accepting calls at that moment.
Are calls recorded?
Only if you switch recording on, because it is off by default. And recording does not start until the recording notice has actually played. You choose how long transcripts are kept, between seven days and three years; recordings without a chosen period are deleted after thirty days. Every time someone listens to a recording, it is logged who it was and when.
Does it connect to the clinic’s management software?
To any that has an API. We do not work with branded connectors: whatever software you have is connected, and anything that changes often is looked up live during the call, without keeping a copy. Synchronisation with Google Calendar and Microsoft 365 will come later; for now the calendar that counts is the one in the panel.
Try it with your services and your opening hours
We take your services with their length and price, each professional’s timetable and whatever you want it to answer, and we show you the call made with that. For the demo you do not need to send us any patient data.