University Hospital: Centralized Communication Hub with MEDICALL AI®

Abstract

A 3,000-bed university hospital implemented MEDICALL AI® as a centralized communication hub. Multilingual voice agents handled intake, triage, and transfers across 12 divisions, plus pre-op instructions and discharge callbacks. Standardized processes reduced wait times, established measurable service levels, and enabled secure document delivery via encrypted links.

Company Profile

Name: University Hospital (anonymized) · Region: Germany · Industry: Hospital · Size: ~10,000 staff · Volume: ≈ 50,000 calls/month · In scope divisions: 12 (including ED, Surgery, Internal Medicine, Radiology, Cardiology).

Starting Point & Challenges

• Heterogeneous numbering and inconsistent IVR flows across 12 divisions. • Long wait times during peaks, especially for transfers. • Multilingual patient base without standardized intake. • Silos between telephony, EHR/RIS, and calendars. • Limited end-to-end auditability and KPI transparency.

Objectives

Centralized single front door with standardized intake, prioritized routing, and measurable SLAs. Reduce average handling time and waits. Provide secure multilingual pre-/post-operative information. Ensure EU data residency and GDPR compliance.

Solution: Centralized Hub Architecture

Multilingual voice agents handle first contact, structured data capture (intent, urgency, language, division), triage, and transfers. Workflows send confirmations/instructions via SMS/voice and encrypted links. Dashboard centralizes control, SLA monitoring, and audit trail.

Functional Highlights

• Intake & triage by language/intent/urgency. • Inter-department transfers with warm hand-off. • Pre-op instructions (fasting, meds, arrival) with automated reminders. • Discharge callbacks with structured symptom checks and escalation. • Secure document delivery (forms, QR, findings) via encrypted links.

Integrations

EHR/RIS via HL7®/FHIR® (Patient, Encounter, Appointment, DocumentReference). Calendars (Microsoft 365/Google) for OR schedules and clinics. Telephony via SIP/SBC (DID routing, failover). IAM via SAML/OIDC/SCIM. Events via webhooks (status changes, escalations).

Security & Compliance

End-to-end encryption in transit (TLS 1.2+) and at rest (AES-256). RBAC with least-privilege and just-in-time elevation. Mandatory 2FA. Tamper-evident audit logs. GDPR: data minimization, pseudonymization, defined retention/deletion, DPA executed, DPIA completed. EU data residency.

Rollout & Change Management

Week 1–2: discovery, KPI definition, per-division call-flow design. Week 3–4: SIP/SBC integration, EHR/RIS mapping, calendar sync, IAM integration. Week 5: pilot in two divisions with A/B measurement. From week 6: phased rollout (all 12), playbooks, training (2×120 min), quality monitoring (sampling, scorecards).

Results (after 6 months)

• Routing speed: +90%. • Handling time (AHT): −45%. • Daily patient connections: 2.8×. • Operational efficiency: +30%. Additionally: unified service standards, clear escalation paths, measurable SLA adherence, and transparent KPI dashboards.

KPI Definitions

"Routing speed" = time from intake to successful warm hand-off. "AHT" = average handling time including wrap-up. "Daily patient connections" = completed qualified contacts/day. "Operational efficiency" = composite of FCR, AHT reduction, and utilization.

Quality, Training & Operations

Standardized playbooks, multilingual prompts, ongoing flow tuning based on QA insights. Ops SLOs for availability and response times. Planned maintenance windows, incident-response playbook with ≤ 72 h stakeholder notification.

Governance & Reporting

Weekly division reviews and monthly steering committee meetings. KPI set: SLA attainment, reachability, abandonment, FCR, transfer ratios, complaint/praise trends. Call-flow versioning with controlled rollback.

Business Impact

Reduced waits and risks tied to length-of-stay via faster coordination. Clinician time freed from repetitive communications. Improved patient experience through consistent, multilingual engagement.

Lessons Learned & Next Steps

Clear intake fields and escalation criteria significantly accelerate transfers. Next: expand digital inbound channels (web/SMS/WhatsApp), predictive callback prioritization, and self-service flows for document-based acknowledgments.