Multisite Clinic Network: Standardized 24/7 Patient Access with MEDICALL AI®

Abstract

An EU multisite clinic network standardized patient access with MEDICALL AI®: voice agents handled calls 24/7, triaged, booked/rescheduled, sent automated reminders, and synchronized calendars/EHR. Care teams use the dashboard to deliver forms, QR codes, and results via encrypted links. After six months: +65% scheduling efficiency, −30% no-shows, 2.5× qualified appointments, +28% patient satisfaction—without adding FTEs for after-hours.

Company Profile

Industry: Healthcare | Region: EU | Size: ≈ 550 staff | Volume: ≈ 12,000 calls/month | Confidentiality: name anonymized on request.

Starting Point & Challenges

1) Fragmented lines across sites/time bands, 2) after-hours coverage gaps, 3) inconsistent data capture (reason for visit, prep, insurance), 4) high manual workload for reminders/callbacks, 5) lack of measurable service standards and KPI visibility, 6) security/compliance risks without end-to-end encryption and audit trails.

Objectives

24/7 reachability without additional FTEs; measurable no-show reduction; higher appointment quality (complete pre-check data); standardized triage, routing, and documentation; secure document/link delivery; EU data residency and GDPR compliance.

Solution: MEDICALL AI® Architecture

Multilingual voice agents handle intake, triage, and scheduling. Automated workflows send confirmations/reminders (SMS/voice) and prioritize callbacks. The dashboard enables secure patient communication via encrypted links (forms, QR, results). Integrations: calendars (Microsoft 365/Google), EHR/RIS via HL7®/FHIR®, telephony via SIP/SBC, webhooks for events. Security: end-to-end encryption in transit (TLS 1.2+) and at rest (AES-256), RBAC, audit logs, DPIA/DPA, EU data residency.

Rollout & Change Management

Week 1–2: process discovery, KPI definition, call flows. Week 3–4: SIP/SBC integration, IVR routes, EHR/calendar sync. Week 5: pilot at two sites with A/B measurement. From week 6: phased rollout, playbooks, training (2×120 min), quality monitoring (sampling, scorecards).

Results (after 6 months)

Scheduling efficiency: +65% | No-show rate: −30% | Qualified appointments: 2.5× | Patient satisfaction: +28%. Additionally: unified service standards, complete auditability, and stable after-hours coverage without new FTEs.

KPI Definitions

"Scheduling efficiency" = filled vs. available slots (capacity-adjusted). "Qualified appointments" = appointments with complete pre-check data (reason, prep requirements, insurance). "No-show rate" = (missed / scheduled). "Patient satisfaction" = CSAT/NPS immediately post-interaction.

Operational Metrics & Governance

Transparent dashboards for SLA, reachability, abandonment, first-call resolution, and transfers. Regular weekly/monthly reviews with action plans, call-flow versioning, and controlled rollback path.

Security & Compliance

EU data residency, encryption (TLS 1.2+/AES-256), role-based access, just-in-time privileges, mandatory 2FA, tamper-evident audit logs. GDPR compliance incl. data minimization, pseudonymization, defined retention, and documented deletion; executed DPA and completed DPIA.

Integrations

Calendars (Microsoft 365/Google), EHR/RIS via HL7®/FHIR® (Patient, Appointment, Encounter), telephony via SIP/SBC (DID mapping, CLIR, failover), webhooks/events for status changes, role-based IAM (SCIM/SAML/OIDC) for user management.

Training, Quality & Operations

Standardized playbooks, two-stage training, continuous prompt/flow tuning based on QA insights. Operations with SLOs for availability and time-to-answer, planned maintenance windows, and incident-response playbook with ≤ 72 h notification.

Cost/Benefit Impact

After-hours coverage without additional FTEs, front-desk time reallocated to in-clinic tasks, reduced opportunity cost through fewer no-shows and higher slot utilization.

Lessons Learned & Next Steps

Well-defined data fields and validations increase the share of qualified appointments. Next: expand inbound digital channels (web/SMS/WhatsApp), predictive callback prioritization, extended self-service flows.