A PATIENT CALLS
The call is not answered during the agreed window and the booking opportunity may be lost.
HEALTHCARE AND CLINICS
Keep patient communication moving from enquiry to follow-up.
HEAR.ON can support the administrative communication around the patient journey, including calls, WhatsApp, appointments, confirmations, reminders, callbacks and follow-up. Medical questions and clinical decisions remain with the healthcare provider.
CALLS · WHATSAPP · BOOKINGS · FOLLOW-UP
The Operating Problem
A missed conversation can become a missed appointment.
A PATIENT MESSAGES
The response is delayed or no next action is recorded.
AN APPOINTMENT IS BOOKED
Confirmation, reminder, attendance and no-show steps are not connected.
HEAR.ON closes the gaps between enquiry, appointment and follow-up.
Patient demand can arrive through calls and messages while reception teams are serving people on site. Without a defined owner, enquiries wait, appointment changes are missed and follow-up stops after the first contact.
What HEAR ON Can Manage
The operation, organised around outcomes.
ENQUIRIES
Approved information about services, locations, hours, prices, doctors and availability.
APPOINTMENTS
Booking, rescheduling, cancellation, confirmation and reminders under approved access rules.
CALLBACKS AND RECOVERY
Missed-call callbacks, incomplete-booking follow-up and no-show recovery.
ADMINISTRATIVE FOLLOW UP
Agreed post-visit communication, satisfaction calls where approved and open-case follow-up.
COMPLAINT CAPTURE AND ESCALATION
Record the issue, provide approved acknowledgement and route it to the clinic owner.
Patient Journey
Each administrative step has an owner and recorded next action.
Patient enquiry→HEAR.ON responds→Qualify / inform→Book→Confirm→Remind→Follow up→Closed outcome
NEXT STEPOnce the patient journey is clear, choose how the coverage and follow-up should be operated.
Find the right operating model →01 ENQUIRY
Receive the call or message and identify the patient need.
02 INFORM OR ROUTE
Provide approved administrative information or use the correct escalation path.
03 BOOK
Complete the permitted appointment action and record the status.
04 CONFIRM AND REMIND
Apply the agreed confirmation and reminder schedule.
05 FOLLOW UP
Complete approved attendance, no-show, callback or open-case follow-up.
06 CLOSE OR ESCALATE
Record the completion point or transfer the case to the clinic owner.
Clinical Boundary
HEAR.ON supports communication. The healthcare provider owns clinical care.
“Do you have an appointment with Dr. Ahmed tomorrow?”
HEAR.ON checks the approved availability or process and completes the agreed booking workflow.
“I need to change my appointment.”
The agent follows the agreed rescheduling rules and records the updated next step.
“The patient didn’t attend.”
HEAR.ON follows the agreed no-show recovery workflow and attempts the approved next action.
“I have a medical question.”
HEAR.ON does not provide medical advice. The conversation is routed according to the clinic’s approved escalation process.
HEAR.ON does not diagnose, recommend treatment, interpret results, provide emergency guidance or make clinical decisions. Medical questions, urgent symptoms and clinical requests follow the clinic's approved escalation process.
HOW WE FIT INTO YOUR OPERATION
Your operation stays yours. We become part of it.
YOUR CLINIC
Doctors · Reception · Booking system · Policies · Availability
↔
HEAR.ON
Agents · Calls · WhatsApp · Follow-up · QA · Reporting
System integrations and access are configured where required and subject to the agreed scope, permissions and technical availability.
Operating Model Options
Choose how the operation runs — and how the work is priced.
SHARED TEAM
Recommended starting model for defined enquiries, bookings, reminders and follow-up with variable demand.
DEDICATED AGENT OR TEAM
Suitable for stable patient volume requiring exclusive resources and deeper clinic-specific knowledge.
MANAGED OPERATIONS
Available after broader responsibilities, systems, quality, reporting and governance are approved.
INTERACTION BASED PRICING
May be used with a monthly minimum when the appointment, enquiry or follow-up unit is clearly defined.
PERFORMANCE & REPORTING
Measure the operation, not just the headcount.
Response volumeAnswered interactionsBookings createdFollow-ups completedNo-show recovery activityEscalationsAgent performanceQuality monitoringService-level performancePatient feedback
Reporting is configured around the agreed scope, channels and operating model.
- Approved knowledge and administrative guidance
- Documented authority and access permissions
- Patient identity and privacy requirements
- Escalation ownership and response expectations
- Interaction records and outcome categories
- Defined quality review and reporting requirements
Reporting and Quality
Reporting is designed around the approved workflow.
Approved knowledge and administrative guidanceDocumented authority and access permissionsPatient identity and privacy requirementsEscalation ownership and response expectationsInteraction records and outcome categoriesDefined quality review and reporting requirements
Depending on scope, reports may cover received interactions, handled outcomes, bookings, appointment changes, reminders, follow-ups, no-show recovery, escalations, exceptions and agreed quality measures.
COMMERCIAL FLEXIBILITY
The model follows the operation.
VolumeChannelsOperating hoursLanguageTeam sizeComplexityOwnership level
These factors determine the recommended staffing and commercial structure. HEAR.ON confirms the model after understanding the actual workflow and service requirements.
Map the patient communication gaps in your clinic.
Tell us how patients contact you, how appointments are managed and where enquiries, reminders or follow-up currently stop moving.
Discuss Patient Communication →