HealthFirst Patient Bot

Overview

HealthFirst is a multi-specialty clinic in Chennai with 12 doctors and 200+ patient interactions daily. Their administrative staff was overwhelmed handling repeat inquiries, scheduling, and sending reminders — all manually via WhatsApp.

The Challenge

The clinic's team of 3 reception staff spent over 3 hours every day answering the same questions: 'What are your timings?', 'Is Dr. X available?', 'How do I reschedule?'. On top of that, appointment no-shows were at 35% because reminders were sent inconsistently when staff remembered.

Our Solution

We built a GPT-4 powered WhatsApp bot connected to the clinic's appointment system via Calendly API. The bot handles: initial patient greeting and service information, available doctor schedules and specialty routing, appointment booking with real-time slot checking, automated reminders 24h and 1h before appointments, rescheduling and cancellation flows, and FAQ handling for 40+ common questions. For complex queries, it seamlessly transfers to a human staff member with full conversation context.

The Outcome

Within 30 days of launch: appointment no-shows dropped from 35% to 14%, staff freed up 3+ hours daily which was redirected to patient care, 78% of all inquiries handled without human involvement, and patient satisfaction scores improved from 3.8 to 4.6 out of 5.

How we delivered it