Fewer missed appointments
Saved per patient
Priya Nair
Operations Director, Brightwell Clinics
The challenge
A front desk that never stopped ringing.
Brightwell runs three outpatient clinics. Reception handled bookings, reminders, intake forms and insurance checks — mostly by phone, between patients at the desk.
Around one in five appointments ended in a no-show. Every empty slot cost money, and every rebooking meant another round of calls.
What we built
Reminders, intake and rebooking that run on their own.
We connected the booking system to SMS and email. Patients now get a reminder two days before, a confirm-or-reschedule link, and an intake form to fill in at home.
An AI assistant answers common questions — opening hours, parking, what to bring — and passes anything clinical straight to a nurse. Cancelled slots are offered to the waiting list automatically.
The results
Ten weeks later.
Missed appointments dropped by almost half, and the front desk now spends its time with the people in front of it, not on the phone.
45% fewer missed appointments across all three clinics.
20 minutes saved per patient on intake and admin.
Cancelled slots refilled from the waiting list within hours.
Our receptionists finally look up from the phone. Patients notice the difference before they even sit down.
Priya Nair
Operations Director, Brightwell Clinics
Tools we connected
Cliniko
Twilio
Typeform
Slack
Gmail
OpenAI
Client
Brightwell Clinics
Industry
Healthcare • 3 clinics
Service
Custom AI agents
Timeline
10 weeks, autumn 2025
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