OfficeHQ vs Cadence
A well-regarded human virtual receptionist service versus an AI-native practice management automation platform. Different ceiling, different economics.
OfficeHQ has delivered human virtual receptionist services to Australian businesses since the mid-2000s. Their model is proven: trained humans answer calls on your behalf, take messages and route enquiries. For solo practitioners or very low call volumes that model works well.
The ceiling appears at scale. Human VR services are inherently linear — more calls mean more labour cost. A 10-clinic network fielding 2,000 inbound calls per week starts to expose that ceiling quickly, particularly for after-hours capacity and same-day appointment changes. Cadence is built for exactly that load profile.
Scorecard — OfficeHQ vs Cadence
Staffed hours only; after-hours capacity is constrained by rostered headcount. Overflow may go to voicemail.
Unlimited concurrent AI channels — 100 simultaneous calls at 2 am costs the same as one.
Operators take messages and relay information; no live PMS read/write for booking or recall.
Native connectors purpose-built for Australian PMS stack; books, reschedules and confirms directly in the system of record.
Human judgment available but triage depth depends on script compliance and operator training.
Structured triage logic aligned to RACGP after-hours protocols; escalates to on-call clinician or 000 on defined triggers.
AU-based operation; staff handle PHI under employment agreements and standard data handling policies.
AU data residency by default; formal DPA, access controls and audit log for every patient interaction.
Per-call or per-minute subscription; cost scales linearly with volume.
Flat platform fee plus usage; cost per interaction falls materially as call volume rises.
Days to activate; minimal configuration required for basic answering service.
2–4 week implementation including PMS integration, flow authoring and UAT; not a same-week flip.
Script customisation available but bounded by human-operator workflow.
Fully configurable conversation logic, recall campaigns, appointment types and escalation trees per clinic.
Service-provider relationship; no vendor-neutral advisory or comparative shortlist support.
Cadence provides paid Diagnostic shortlisting across the AI voice market before recommending its own platform.
Labour cost compounds linearly; a 15-site network may find monthly cost outpaces the savings case.
Sublinear cost curve — platform cost per call drops as volume rises across the network.
Core product competency; trained humans can manage nuanced, empathetic caller situations.
AI handles routine tasks autonomously; warm transfer to clinical staff on defined triggers. Not a substitute for human empathy in complex situations.
What we'd pick for an ANZ healthcare network
- — Solo practice or very low call volume (<150 calls/week) where human warmth is the primary value driver.
- — Short-term gap cover (staff leave, relocation) where a fast-activation answering service is needed inside a week.
- — Multi-site network (5+ clinics) where after-hours capacity, PMS booking automation and scale economics are the primary goals.
- — Practice wanting 24/7 concurrent handling of appointment requests, recalls and triage without proportional labour cost.
OfficeHQ is a reputable human VR service with real strengths at low volume and fast activation. For multi-site ANZ healthcare networks with serious after-hours load and PMS automation requirements, the human-staffing ceiling and linear cost model create a structural gap that Cadence is designed to fill.
FAQ
Can OfficeHQ book appointments directly into Best Practice or Cliniko?
Based on publicly available information, OfficeHQ operators relay messages and take bookings via your practice's communication channels rather than integrating directly into your PMS. Cadence writes appointments, reschedules and confirms directly inside Best Practice, Cliniko, Genie and Medical Director.
Is a human VR service Privacy Act compliant for handling patient health information?
Human VR services operating in Australia are subject to the Privacy Act 1988 and Australian Privacy Principles. However, the compliance posture of specific arrangements varies — particularly for health information under APP 11. Your practice's responsibility for patient data doesn't transfer to the VR provider. Both models require formal data-handling agreements; we recommend legal review for your specific setup.
What happens at 2 am when a patient calls about chest pain?
OfficeHQ after-hours capacity depends on rostered staffing at that hour. Cadence runs a structured triage protocol 24/7: it identifies red-flag symptoms, advises the caller to call 000 or attend ED, and can page an on-call clinician — all without a human operator being available.
How long does Cadence take to go live compared to OfficeHQ?
OfficeHQ can be activated in days. Cadence typically requires a 2–4 week implementation covering PMS connector setup, conversation-flow authoring, compliance review and UAT. The implementation investment is front-loaded; the payoff is automation depth that a message-relay service can't match.
We already use OfficeHQ — is switching disruptive?
Switching typically involves a parallel-run period (2–3 weeks) where both services are live. Cadence handles inbound AI-answerable calls while your team validates booking accuracy and triage behaviour before cutting over fully.
Want the picked-for-you answer in 2 weeks?
The 2-week paid Diagnostic runs the full 8-domain CAPR scorecard against your network's call profile, PMS and compliance posture. You leave with a named pick.