Yes AI. AI consulting for Australian businesses.
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Cardinia Shire is one of the faster growing local government areas in Victoria, and clinics across Pakenham, Officer and Beaconsfield feel it at the front desk first. The phones ring through the morning rush, patients want to book after hours, and the same two receptionists are also checking people in, taking payments and chasing referrals. Calls that ring out often become patients booked somewhere else.
We set up AI that answers the clinic phone, books and moves appointments in the practice software you already run, sends reminders and recalls, and passes anything clinical or urgent straight to your team. It does not diagnose, it does not give medical advice, and it does not replace your receptionists. It takes the repetitive calls and forms off their desk so they can look after the patient in front of them.
Clinics rarely fail with AI because of the technology. They fail on these four decisions, which we work through with you before any build.
The AI handles administration only. Before go live we write a short list, signed off by the principal, of what it may do (book, move, cancel, answer opening hours, parking and billing questions) and what it must never do (triage symptoms, give advice, comment on results). Any caller who describes chest pain, breathing trouble or another emergency is told to call 000, and the call is logged for your team. That list is the core of the project, not an afterthought.
A booking that sits in an email inbox waiting to be keyed in is not automation. We check first whether your practice management or booking software allows a supported connection for reading availability and creating appointments. If it does, the AI books directly against your real calendar and appointment types. If it does not, we say so and design the next best option, such as a structured request your receptionist confirms with one click.
Health information is sensitive information under the Privacy Act 1988 and the Australian Privacy Principles. We keep collection to what the booking needs, agree where call recordings and transcripts are stored and for how long, and make sure the caller is told they are speaking with an AI assistant. Your practice remains responsible for its privacy policy, and we give you the details you need to update it.
Receptionists know which callers need a human, which doctors run late on which days and which questions come up every Monday morning. We interview them before writing a single script, and they review test calls before launch. Clinics where the front desk owns the system keep using it. Clinics where it is imposed from above usually switch it off within weeks.
Each clinic picks the pieces that fit. Most start with the phone and add the rest once the team trusts it.
The AI answers in your clinic name, identifies itself as an AI assistant, and handles the routine requests: new bookings, rescheduling, cancellations, opening hours, directions to the clinic, parking and what to bring. When a call needs a person it transfers during opening hours or takes a structured message with the patient name, number and reason, so your team calls back with the facts in front of them.
Where your practice software supports it, the AI reads live availability by practitioner and appointment type and books the slot directly. It follows your rules, for example long consults only in the afternoon, new patients only with certain practitioners, or no telehealth on Saturdays. Rules come from your front desk manual, not from guesses.
SMS reminders before appointments with a simple reply to confirm or move, plus recall messages for patients due back, such as a six monthly dental check or a physio review. Messages use your clinic name, include opt out wording and go only to patients who have agreed to be contacted that way.
New patient details, referral information and consent forms collected before the visit through a link sent after booking. Your receptionist checks a tidy summary instead of a clipboard of handwriting. Nothing clinical is interpreted by the AI; it collects and passes on what the patient enters.
Incoming emails and online enquiries sorted into bookings, referral letters, billing queries and supplier mail, with a draft reply where the answer is routine. A person still approves anything that goes to a patient. This is often where a practice manager gets back the most time each week.
A simple weekly summary of calls answered, bookings made, after hours demand, no shows and the questions patients ask most. It shows where the clinic is losing appointments and which practitioners have unused capacity, which helps decide hours and staffing without guesswork.
The AI does not give medical advice, triage symptoms or discuss results. Scripts are written to stop and hand over whenever a caller moves into clinical territory.
Callers describing an emergency are told to hang up and call 000. This wording is tested on every release, and we review real call transcripts in the first weeks.
We collect only what a booking needs, agree retention for recordings and transcripts, and tell callers they are speaking with an AI. Your privacy policy should be updated to cover it.
Not every practice system allows outside booking connections. We confirm what yours supports before quoting and never promise a direct booking link we cannot build.
Some patients will always want a person. Saying "receptionist" or pressing a key transfers them during opening hours, and that option is offered early in the call.
Any patient facing message, such as a recall or reminder, avoids testimonials and claims that breach health practitioner advertising guidelines. The clinic approves all wording.
We work with clinics across Pakenham, Officer, Beaconsfield, Berwick, Nar Nar Goon, Koo Wee Rup and the rest of Cardinia Shire, and can visit the practice to sit with the front desk during a busy session before designing anything.
We map your calls, booking rules and software first, then give a fixed scope. AI phone plans start from $299 a month plus GST with a $499 setup; integration work is priced after scoping.
Your receptionists make test calls, try to break the script and approve it before go live. We review real transcripts with you in the first month and adjust.
A small clinic where the phone rarely rings and the receptionist has spare time does not need it. Nor does a practice whose software cannot accept outside bookings and does not want a confirm step. We will tell you if that is you.
A typical clinic goes from first conversation to live phone agent in a few weeks, depending on software access and how many appointment types you run.
We sit with your receptionists, list the call types and booking rules, and check what your practice software supports.
We write the clinical boundary list and call scripts, and the principal and practice manager sign them off.
We set up the phone agent, booking connection, reminders and escalation, using your clinic name and hours.
Your team runs test calls, including difficult and emergency scenarios, and we fix anything that sounds wrong.
We start with overflow and after hours calls, review transcripts weekly, then widen it once your team is comfortable.
Our wider healthcare page covering larger practices and multi site groups.
Booking, recalls and phone answering for dental clinics.
Physio, podiatry, psychology and other allied health practices.
Physio specific automation for clinics just up the road.
Phone answering and quoting for Pakenham tradies.
Enquiry handling and inspections for local agencies.
No. It handles administration only: bookings, changes, cancellations, opening hours, directions and billing questions. Anything clinical is handed to your staff, and anyone describing an emergency is told to call 000.
It depends on the software and how your practice has it set up. We check what your system supports for outside booking connections before quoting. Where a direct connection is not possible we design a confirm step for your receptionist instead, and we tell you that up front.
Yes. The assistant introduces itself as an AI assistant for your clinic at the start of every call, and patients can ask for a person at any time during opening hours.
Our AI phone agent plans start from $299 a month plus GST with a $499 one-off setup on the Starter plan. Connections to practice software, reminders and forms are priced after we scope your clinic. A consultation is free for businesses with 20 or more full time staff, otherwise $200 including GST.
That is not the aim, and it is not how most clinics use it. It takes routine calls and after hours demand so your receptionists can deal with patients at the counter, billing and the calls that need judgement.
We focus on Pakenham 3810 and the surrounding area, including Officer, Beaconsfield, Berwick, Nar Nar Goon, Koo Wee Rup and the rest of Cardinia Shire. We also work with clinics across Melbourne and Australia remotely.
A clinic with a quiet phone and a receptionist who has spare time will not see much benefit. Neither will a practice that wants the AI to assess symptoms or advise patients, because we will not build that. We would rather tell you than sell you something you do not need.
James Hall works with clinics across Pakenham and Cardinia Shire. Book a scoping call, email [email protected] or call (03) 9003 0111 and we will look at your call volume, booking rules and software before recommending anything.
All discussions held in confidence. Australian-based consultants.