Always-on patient access for a multi-clinic network
Conversational AI for appointments, prescription refills, and triage intake improved access and reduced no-shows.
Outcomes
22%
Cost Reduction
+15 pts
Customer Satisfaction
Company overview
MediLink Global
Healthcare
United Kingdom
1,100 employees
6 modules
16 weeks
Key performance indicators
Results that ops and finance both trust
0%
Cost Reduction
+0 pts
Customer Satisfaction
0%
Automation Rate
0/7
Response Time
Customer challenge
What stood in the way of better CX and lower cost-to-serve
After-hours access gaps
Patients waited until morning for basic scheduling and refill requests.
High no-show rates
Missed appointments strained clinical capacity and waitlists.
Manual intake
Front desks rekeyed the same demographics across systems.
Clinical escalation risk
Bots needed safe boundaries before human nurse transfer.
Our solution
A connected journey from first contact to continuous improvement
Step 1
Patient
Step 2
AI Voice / Chat
Step 3
Intent & Triage
Step 4
EHR / CRM Sync
Step 5
Clinical Agent (if needed)
Step 6
Analytics Dashboard
Products used
Platform modules powering this engagement
Implementation timeline
From discovery to production with disciplined gates
- 1
Discovery
Clinic workflows & privacy review
- 2
Planning
Intent guardrails & escalation matrix
- 3
Development
Booking bots & refill automation
- 4
Testing
Safety paths & dual-clinic pilot
- 5
Go Live
Network rollout with 24/7 coverage
Dashboard preview
Live operational visibility for supervisors and executives
Experience analytics
Containment · CSAT · AHT · SLA health
Results
Before vs after this engagement
Before
- Appointment phones stacked during open enrollment seasons
- No after-hours self-service for refills
- No-show rates eroded clinic productivity
After
- 2.1× faster booking completion
- Always-on patient access across clinics
- 19% reduction in no-shows with reminders
Business impact
Board-ready numbers from the deployment
0%
Cost Savings
0%
Automation
0x
Faster Resolution
+0
CSAT
0x
ROI
0k+
Calls Handled
“Implementation was disciplined and enterprise-ready. Patients finally get access without flooding the front desk.”
Elena Costa
Director of CX Transformation · MediLink Global
MediLink deployed 24/7 AI voice and chat for appointment booking and refill intake while keeping clinical escalations supervised.
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