Health1 Hospital is a super specialty hospital in Ahmedabad, Gujarat, offering comprehensive healthcare services across multiple specialties including orthopedics, general surgery, neurology, and bone marrow transplantation.
Before the transformation, Health One's communication setup suffered from several critical pain points:
To address these challenges, Elision implemented a comprehensive solution tailored to Health1's needs:
Outbound dialer facilitates proactive patient outreach, including appointment reminders, follow-ups after discharge, and preventive health check-up campaigns. Automatic retries for missed calls ensure patients are not left out. Campaign-based dialing allows Health1 to target different patient cohorts — new patients, lab follow-ups, or wellness programs.
The centralized patient database contains complete contact history, appointment status, lab reports, and campaign touchpoints. Patient tracking for elective procedures, health check-up packages, and wellness programs helps drive revenue. Automated workflows mean once a patient inquiry comes in, follow-up tasks are auto-generated and assigned. Patient segmentation enables personalized health campaigns that actually resonate.
High-quality voice connectivity between hospital systems and telephony networks. IVR routing intelligently directs patients to the right department — OPD, lab, billing, or emergency services. Automatic call distribution ensures calls don't pile up in one team, reducing wait times significantly.
Sends appointment confirmations, rescheduling options, and reminders via WhatsApp — the channel most patients prefer. Lab reports are delivered securely over WhatsApp or email based on patient preference. Two-way messaging allows patients to ask non-urgent questions without calling, freeing up phone lines for urgent matters.
100% call recording stored securely in the cloud provides a complete audit trail. Recordings are searchable by agent, date, or patient — perfect for compliance, training, and dispute resolution. Quality-monitoring dashboards score agent performance and identify coaching opportunities before small issues become big problems.
Integration with the hospital's Laboratory Information System (LIS) provides real-time monitoring of test status. As soon as a report is ready, the system triggers automatic notifications. Patients receive lab results over WhatsApp in a secure way. For abnormal or critical results, escalation workflows trigger an immediate call from a care coordinator.
The system handles tens of thousands of calls monthly across inbound and outbound channels. Indian hospital-facing numbers ensure patient trust and accessibility. Full bot-to-agent or IVR-to-agent handoff preserves patient context, so patients never have to repeat themselves. Scalable channel stack manages peak-hour call surges and campaign volumes without breaking a sweat.
Handling Fast Queries
Indian Customer Facing Numbers
30 Channels
Provision for bot to agent handoff
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