Multi-Clinic Medical Group
A growing medical group operating 8 GP clinics across Melbourne with over 120 clinical and administrative staff. As patient volumes grew, their legacy phone system couldn't keep up — causing long hold times, missed calls, and frustrated patients switching to competitors.
What they faced before Talkwisely
Morning rush hours pushed patient hold times above 9 minutes. Callers were hanging up and booking elsewhere — the group was losing new patient registrations weekly.
Outside business hours, calls simply rang out with no voicemail, no message, and no follow-up system. Patients calling about urgent repeat scripts had no alternative.
Staff had no record of who had called and been missed. Follow-up was purely reactive — if a patient didn't call back, the clinic never knew they tried.
Receptionists manually transferred calls across 8 clinics, often routing to the wrong location and forcing patients to call back multiple times to get through.
How we helped them achieve their goals
Talkwisely's IVR routes each caller to their registered clinic instantly — no receptionist needed for basic transfers. Patients reach the right location on the first call.
Live call queues with wait-time announcements keep patients informed and reduce hang-ups. Queue data flows into the real-time dashboard so receptionists can respond to surges instantly.
Every missed call triggers an instant SMS to the patient within 60 seconds. The contact management log shows every missed call with timestamp — so no one slips through.
Outside clinic hours, calls are routed to a recorded urgent triage message with emergency contact options — and all voicemails are transcribed automatically for morning review.
Features Used
Measurable outcomes that speak for themselves
Reduction in Hold Times
Fewer Missed Patient Calls
Patient Satisfaction Score
Less Admin Time on Phones
“Our receptionists were drowning in hold queues and missed calls every morning. Talkwisely's IVR and automatic SMS callbacks completely transformed the experience — patients reach us faster and we haven't lost a call to silence since go-live. The missed-call log alone was a game-changer.”
Dr. Lara S.
Practice Manager, Healthcare Group
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