Reception during peak hours
Luci Call Assistant reduces the number of calls that go unanswered during the busiest hours of the day.
Industries
Industries / Healthcare
Patient Communication and Process Solutions for Healthcare Facilities
Manage patient communication and appointment reminders without overloading front-desk staff.
Polyclinics, medical centers and private healthcare facilities deal with high call volume, manual appointment reminders and patient communication histories scattered across staff members. Lucerna brings this together with Luci CRM and Luci Call Assistant.
Where healthcare facilities lose time and patients
Medical centers and polyclinics tend to run into the same operational gaps.
- Call volume at reception exceeds what staff can handle during peak hours.
- Appointment reminders are sent manually, if they are sent at all.
- Patient communication history is not centralized, so continuity depends on one staff member.
- No-shows are not tracked, wasting appointment slots that could go to other patients.
- Management has no visibility into call volume or response times.
How Lucerna addresses it
Luci Call Assistant handles incoming call volume, while Luci CRM keeps patient communication and appointment history in one record.
- Automated call answering and routing during high-volume periods
- Automated appointment reminders to reduce no-shows
- A single patient communication record accessible to authorized staff
- Reporting on call volume, response times and appointment outcomes
- Workflow automation for recurring reminder and follow-up tasks
How healthcare facilities use this in practice
Reducing no-shows
Automated reminders sent ahead of appointments help reduce the number of missed slots.
Centralized patient communication
Instead of relying on one staff member's memory, communication history is recorded against the patient.
Operational reporting
Management can review call volume and response times through Luci Report instead of relying on informal estimates.
Setup and adaptation
- 1
Mapping current patient flow
We review how calls and appointments are currently handled and where the gaps are.
- 2
Migrating existing records
Existing patient contact data is consolidated into Luci CRM.
- 3
Configuring call handling and reminders
Luci Call Assistant is set up with your hours, routing rules and reminder schedule.
- 4
Go-live and staff training
Front-desk staff are trained on the new workflow, with adjustments made from real usage.
Related products and services
Healthcare facilities typically start with these:
Frequently asked questions
- Is this suitable for a facility with multiple departments?
- Yes, department-level routing and reporting can be configured depending on how your facility is organized.
- How is patient data protected?
- Access is limited to authorized staff, and specific data protection requirements for your facility should be confirmed during setup.
- Can appointment reminders be sent automatically?
- Yes, reminders can be scheduled and sent automatically ahead of appointments.
- Does this integrate with our existing patient record system?
- If that system offers an API or data export, integration is possible; scope depends on the access it provides.
- How long does setup take?
- For a single facility with existing patient data, initial setup is typically a matter of days to a few weeks depending on complexity.
See how this would work for your facility
Request a demo of patient communication and call handling built for healthcare facilities.