A patient calls.
No one answers quickly enough, and the opportunity to book may disappear.
HEALTHCARE CUSTOMER EXPERIENCE
Every patient enquiry deserves an answer.
Calls, WhatsApp conversations, bookings, confirmations, reminders and patient follow-up — managed as one connected customer journey.
CALLS · WHATSAPP · BOOKINGS · FOLLOW-UP
THE BUSINESS PROBLEM
A missed conversation can become a missed appointment.
A lead asks on WhatsApp.
The reply arrives late, without a clear next step or ownership.
An appointment is booked.
No structured confirmation, reminder or recovery process follows.
HEAR.ON closes the gaps between enquiry, appointment and follow-up.
WHAT HEAR.ON MANAGES
The operation, organised around outcomes.
Enquiries
Calls · WhatsApp · general information · doctor availability
Bookings
Scheduling · rescheduling · confirmations · reminders
Follow-up
No-show recovery · lead follow-up · post-visit communication · satisfaction
Escalation
Complaints · urgent requests · internal handover · defined escalation rules
THE PATIENT JOURNEY
From first enquiry to a closed next step.
Patient enquiry→HEAR.ON responds→Qualify / inform→Book→Confirm→Remind→Follow up→Closed outcome
REAL OPERATING SCENARIOS
Clear handling. Clear boundaries.
“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.
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 & COMMERCIAL MODELS
Choose how the operation runs — and how the work is priced.
OPERATING MODEL
Dedicated Agent / Team
Exclusive resources assigned to the clinic or defined healthcare workflow.
OPERATING MODEL
Shared Team
Flexible shared resources for agreed interaction types, volumes and service windows.
OPERATING MODEL
Managed Outsourcing / BPO
HEAR.ON manages people, process, quality and reporting around the agreed scope.
COMMERCIAL OPTION
Interaction-Based Pricing
A commercial structure built around clearly defined interaction units and expected volume.
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.
QUALITY & CONTROL
Every conversation follows a process.
Approved informationDefined scripts & guidanceEscalation rulesAgent trainingQA monitoringPerformance reviewsReporting
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.
Let’s design your patient communication operation.
Tell us how patients reach you, what your team handles today and where the gaps are.
Talk to HEAR.ON →