Answering every call, even at eight in the morning
A patient access team used voice to absorb the daily call surge, so people got help immediately and staff could focus on the conversations that needed a person.
Where the day kept breaking
Between eight and ten each morning, call volumes overwhelmed the team. Patients waited, hung up and called back — or gave up. Voicemails piled up, and the most vulnerable callers, often older people uncomfortable with apps, were the ones most likely to fall through.
How MiVow was introduced
MiVow answered incoming calls conversationally, letting patients explain what they needed in their own words.
Routine requests — booking, rescheduling, directions, repeat information — were completed immediately, with confirmations sent afterwards.
Anything outside protocol was handed to a member of staff with the full context of the conversation already captured.
A different kind of day
- The morning surge became manageable: patients were helped straight away instead of queuing or abandoning.
- Staff conversations were longer and more useful, because they were the ones that genuinely needed a human.
- Every interaction was transcribed and reviewable, giving the team clear insight into what patients were actually asking for.
“The quiet moment was realising the voicemail light had stopped blinking — and nobody had been turned away.”
— Head of Patient Access, a high-volume outpatient access centre · illustrative
MiVow
Healthcare that listens — and answers.
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