Medical answering service for multi-site clinics
Traditional offshore answering services miss appointments, mis-triage urgent calls, and never integrate with your PMS. We evaluate and deploy AI-led answering that captures every call, books straight into Cliniko / Best Practice / Halaxy, and stays on the right side of AHPRA.
Selected from networks we've advised across ANZ
The cost of the wrong answering service is invisible — until it isn't
Offshore call centres average 30–40% missed-call rates after 5pm and on weekends.
Most don't write to the PMS, so appointments get re-keyed (or lost) the next morning.
Urgent-symptom triage scripts are inconsistent — a compliance and clinical safety risk.
Per-minute pricing punishes growth: the more calls you take, the worse the unit economics get.
Voice agents, not phone trees — bookings written straight to the chart
Sub-700ms response, natural conversation, accent-robust for AU and NZ patients.
Direct integration with Cliniko, Best Practice, Medical Director, Halaxy and Genie.
Hard-coded escalation to a live nurse line for any flagged urgent symptom keyword.
Every call recorded, transcribed, and tagged for clinical audit and quality review.
What the engagement looks like
Vendor-neutral shortlist
We score the AU-deployable market against the CAPR framework and recommend the right two — not whoever pays us.
Pilot-first rollout
1–2 sites for 6–8 weeks before network rollout. Real metrics, real go/no-go.
AHPRA & APP-aligned
Consent prompts, retention windows and data residency reviewed before contract signature.
Run-state governance
Quarterly model reviews, monthly compliance attestation, on-call incident response.
Frequently asked
Is this a call centre or software?
It's an AI voice agent — software — operated by your clinic. The patient calls your existing number, the AI answers, books or escalates, and writes back to your PMS. No offshore call centre involved.
How does it compare on price to a traditional medical answering service?
On a typical multi-site GP network, total cost of ownership lands 40–60% below a human answering service once integration and missed-revenue recapture are included. We model this in the 2-week diagnostic.
What if the AI gets a clinical question wrong?
The agent doesn't give clinical advice — full stop. It books, reschedules, hands off, and triages by keyword. Anything off-script routes to a human.
Is AI phone answering reliable enough for a medical practice?
Yes — when it's deployed against a healthcare-specific bar. Across the ANZ networks we run, AI phone answering captures 78–86% of inbound calls (vs. 50–65% for offshore human services), holds median latency under 700ms, and escalates urgent symptoms to a clinician within 8 seconds. Reliability is a deployment problem, not a model problem — we score every vendor on it before shortlisting.
Are you a vendor or an independent advisor?
Independent advisor. We don't build the AI voice platform — we evaluate the market on your behalf, select the right vendor, and run the deployment to a published bar. No referral fees from vendors.
Is the data hosted in Australia?
Yes — every shortlisted vendor has to demonstrate AU-region hosting (or NZ for NZ clients), AHPRA-aligned consent flows and Privacy Act 1988 / APP compliance before they make our list.
Replace your answering service with something that actually books
Two-week diagnostic. Fixed scope, fixed fee. You leave with a named vendor pick, integration plan and rollout schedule — whether you engage us further or not.
Book a discovery call