Patient feedback
The people on the other end of the call.
Every practice worries patients will resent talking to an agent. What they actually notice is that somebody answered.
The other side of the call
Patients are not just tolerating it.
The worry is always that patients will hate talking to an agent. In practice the thing they notice is that somebody picked up.
- 4.6
- average rating across AI-handled calls
- 92%
- of callers resolved without a transfer
- 0
- callers placed in a hold queue
Calls answered, by hour
The gap is lunch, the school run and after close - the hours a front desk cannot cover and patients keep calling anyway.
What patients said
Comments captured after AI-handled calls.
Collected from post-call feedback. Attributed by city and month, never by name.
“Wait, that was AI? It found me a Tuesday slot and moved my old one in about a minute.”
Rebooked without waiting for the desk to open.
“I called at half nine at night expecting a machine. It just booked me in.”
After-hours calls are answered, not queued.
“It asked for my insurance and actually understood the card number when I read it out.”
Intake captured as structured fields, not a recording.
“I switched to Hindi halfway through and it just carried on. That surprised me.”
Language follows the patient, not the script.
“Polite, quick, and it didn't make me press a single button.”
No phone tree, no menu, no hold music.
“I said I was in a lot of pain and it put me through to a nurse straight away.”
Clinical concerns escalate rather than being handled.
The agent identifies itself as an assistant at the start of every call. Anything clinical is escalated to a person.
Built for regulated healthcare, in every market we operate in
HIPAA
United States
BAA available on request
GDPR
UK & Europe
DPA available, data hosted in the EU/UK
DPDP
India
Data residency in India
Questions
Questions about patient feedback.
After a visit, the agent calls the patient, asks what you want asked, and records what they say. A call reaches people that an SMS survey link does not, particularly older patients, and it captures nuance a rating out of five cannot.
No. Selectively routing happy patients to public review sites and unhappy ones to a private form breaches the terms of most review platforms and is the practice most likely to end badly. Feedback comes to you; what you do about it is yours.
It escalates to a person, with the transcript. A feedback call is still a clinical contact, and treating it purely as a data collection exercise is how outreach programmes cause harm.
Yes. The questions are yours, and they can vary by appointment type so a post-operative call is not asking the same thing as a routine check-up.
Hear how your patients would be answered.
30 minutes, on your own call flows. No commitment.
- 18 specialties covered
- ·Live in weeks, not months
- ·HIPAA, GDPR and DPDP