Exotel, a customer engagement platform, has teamed up with Medcare, a leading healthcare provider in the UAE, to implement an automated communication system aimed at improving appointment management and staff efficiency.
By using Exotel’s intelligent calling and reminder system, Medcare reduced patient no-show rates from 21% to below 10%. This improvement helped free up appointment slots and streamline hospital operations.
Improved staff efficiency
The automation also allowed frontline healthcare staff, especially nurses, to spend less time on calls and more on clinical care.
Kowshik Bhattacharjee, Head of Service Excellence and Patient Experience at Medcare Hospitals and Medical Centres, said, “This solution has been a game-changer. Nurses no longer spend hours calling patients, which means more time for clinical care. We’ve seen documentation compliance go from 60% to 90%, and patient NPS scores have improved as our team can now focus fully on patient needs.”
Bhattacharjee added, “The automation also helped us bring down our no-show rate from 20% to just 5%-7%, directly impacting our efficiency and revenues.”
Automation features
Exotel’s system uses intelligent call routing and multi-touch follow-ups to remind patients to confirm, cancel, or reschedule appointments in advance. This reduces scheduling gaps and helps hospital administrators plan resources more effectively.
Sachin Bhatia, Co-founder and COO of Exotel, said, “We’re proud to partner with Medcare to support their vision of providing exceptional patient care. At Exotel, we believe in creating communication systems that don’t just improve operational efficiency—they enable more human, compassionate interactions by freeing up time for what really matters.”
Bhatia also highlighted, “The streamlined appointment system at Medcare with automated reminders via Voice Automation platform has led to better patient turnout and reduced manual work. A real-time analytics dashboard helps track appointments and patient behavior, enabling smarter decisions.”
This collaboration demonstrates Exotel’s growing role in healthcare, helping providers improve patient engagement and optimise internal resources through automation.
Exotel supports over 7,000 clients globally across industries, handling more than 25 billion conversations annually through voice, agents, bots, and omnichannel platforms. Its AI-driven solutions enhance customer interactions and operational efficiency.
tanvir@dubainewsweek.com
