In health care, efficient appointment management is essential to ensure quality service to patients. This case study illustrates how the omnichannel solution from XCALLY transformed the notification system of one of the largest university hospitals in Eastern Europe, completely automating the process of confirming medical appointments.

Who is the customer

The client is a leading university teaching hospital in the European health sector, recognized for clinical excellence and advanced medical research. With thousands of patients served daily and hundreds of medical specialists, this institution is a benchmark for public health in its region.

The hospital handles a high volume of daily appointments for multiple medical specialties, from cardiology to oncology, neurology to surgery. The organizational complexity and high number of patients required a state-of-the-art technological solution to optimize internal processes.

Why the client contacted XCALLY

The hospital turned to XCALLY through technology partner CSC Telecom to solve a critical issue in managing communications with patients. The traditional appointment management system relied exclusively on manual calls made by front desk staff, creating significant operational bottlenecks.

The need to find a scalable and automated solution emerged from the increasing pressure on hospital services and the demand for greater efficiency in human resource allocation. The goal was to free staff from repetitive tasks to enable them to focus on higher value-added activities.

Initial difficulties to overcome

The hospital was facing several operational challenges: dedicated call staff were often under pressure, with high work stress and possible human error in handling reservations. In addition, the manual process of updating the calendar was taking up valuable time, delaying the availability of new slots for other patients on the waiting list.
Manual telephone communications did not ensure uniformity in the message conveyed to patients, which could lead to confusion or incomplete information, and the manual system did not allow effective tracking of confirmations, cancellations and rescheduling, making data analysis and process optimization complex.

What services did it need and what goals did it have in mind

The hospital needed a comprehensive technology solution that included:

  • Automated call system: a platform that can automatically contact patients with prerecorded messages to remind them of upcoming appointments.
  • Interactive interface: an interactive voice response (IVR) system that would allow patients to easily interact during the call, with clear options to confirm, cancel, or reschedule.
  • Deep integration with existing systems: the solution had to seamlessly integrate with the hospital’s existing appointment management system, ensuring real-time synchronization.
  • Freeing up human resources: the main goal was to significantly reduce the manual workload of reception staff, allowing them to devote themselves to more strategic activities and direct patient support.
  • Improved accessibility: optimize the availability of appointment slots through more efficient management of cancellations and rescheduling.

 

 

The solution implemented by XCALLY

XCALLY developed a tailored solution that fully automated the process of appointment notification and management, transforming the hospital’s approach to communicating with patients.

The key points of the project created

  • Intelligent automated call system: an automated system has been implemented that contacts patients 24 hours before the scheduled appointment. The calls use clear, professional voice messages that inform the patient of the date, time, and type of scheduled medical appointment.
  • Three-option interactive menu: patients receive a user-friendly voice interface with three simple choices:
    • Press 1 to confirm the appointment
    • Press 2 to cancel the appointment
    • Press 3 to request a reprogramming
  • Real-time integration: the solution was then integrated with the hospital’s appointment management system. Every patient action is immediately synchronized with the medical calendar, ensuring instant updates of booking status.
  • Automatic management of free slots: When a patient cancels an appointment, the system automatically releases the slot, making it immediately available for other patients on the waiting list. This process, which previously required manual intervention, now occurs in real time.
  • Monitoring Dashboard: a dashboard has been implemented that allows administrative staff to monitor confirmations, cancellations and rescheduling requests in real time, providing valuable insights for process optimization.
  • Backup and redundancy: The system includes backup mechanisms to ensure business continuity, with fallback to manual procedures if needed.

The results obtained

The implementation of the solution XCALLY has generated significant and measurable results for the hospital:

  • Availability of human resources: reception staff have been completely freed from the task of making appointment confirmation calls, thus being able to devote themselves to more valuable activities such as direct patient care and handling complex paperwork.
  • Improved operational efficiency: automation has eliminated downtime between calls, ensuring that all patients are contacted on time 24 hours before the appointment, without exception.
  • Optimization of slot utilization: automatic cancellation management has significantly improved the utilization of medical agendas. Freed slots are made available immediately, reducing waiting times for patients and increasing physician productivity.
  • Increased service accessibility: patients benefit from a more accessible and efficient service, with the ability to manage their appointments easily and immediately, 24 hours a day.
  • Standardization of communication: all patients receive uniform and complete information about their appointments, eliminating possible misunderstandings or incomplete communication.
  • Reduced errors: automation has virtually eliminated human errors in managing reservations and updating medical calendars.
  • Improved satisfaction: both staff and patients expressed greater satisfaction with the new, more efficient and user-friendly system.

 

 

Who is the partner CSC Telecom

CSC Telecom is a solid, experienced and innovation-oriented team of professionals who have been designing and implementing call centers at various levels for more than 20 years. Their experts not only develop high-performance communication solutions, but also help companies ensure efficient and high-quality customer service.

We place a strong focus on collaboration with XCALLY, one of the leading providers of omnichannel solutions for contact centers in Europe. Working closely with this platform, we provide high-level integration capabilities and customized solutions that enable companies to automate and improve customer communication across all channels.

Conclusion

This case study demonstrates how technological innovation can radically transform operational processes in critical industries such as healthcare. The XCALLY solution, implemented through a partnership with CSC Telecom, enabled the hospital to achieve a new level of operational efficiency, freeing up valuable human resources and significantly improving the patient experience.

The success of this project highlights the importance of integrated omnichannel solutions that do not just digitize existing processes, but completely rethink them with a view to optimization and user experience. Intelligent automation, when implemented correctly, does not replace the human factor but enhances it, allowing staff to focus on more value-added activities.

The scalability of the XCALLY solution makes this approach replicable in other healthcare facilitiese, paving the way for broader digital transformation in the sector. This case represents a concrete example of how technology can serve important societal goals by improving accessibility and quality of health services for citizens.