A Medical Centre's Digital Transformation; How Bondi Medical Centre revolutionized patient care with AI assistance

For Dr. Sarah Mitchell at Bondi Medical Centre, the morning rush meant chaos: a flood of calls for appointments, prescription renewals, and anxious patients seeking advice. "We were losing focus on what matters most – actual patient care," she recalls. Then Heya stepped in.

The Challenge "In healthcare, every call is important. Missing one could be serious. Our receptionists were swamped with booking appointments, answering basic questions, and managing follow-ups. Patient wait times were growing, and staff burnout was becoming a real concern."

The Transformation Within weeks of implementing Heya, the practice saw dramatic improvements:

• Intelligent appointment scheduling and management

• Automated pre-appointment assessments

• Smart triage of urgent cases

• 24/7 prescription renewal requests

• Multilingual patient support

The Numbers That Matter

• 80% reduction in missed appointments

• 95% patient satisfaction rate

• 70% decrease in wait times

• 100% of calls answered

• 60% reduction in administrative workload

Beyond Statistics "The human impact has been incredible," shares Dr. Mitchell. "Our staff can focus on patients in the clinic instead of being tied to the phones. Patients love getting instant responses at any hour, and our no-show rates have plummeted."

Key Improvements:

• Smart appointment scheduling

• Automated reminders and confirmations

• Pre-visit questionnaire completion

• Prescription renewal processing

• Emergency call prioritization

• Medicare and insurance information handling

Looking Forward Bondi Medical Centre has since expanded their services, adding two new doctors without increasing administrative staff. "Heya scales with us perfectly. It's like having an entire reception team that works 24/7 and never gets overwhelmed."

The Bottom Line "This isn't just about efficiency – it's about better patient care. When our staff isn't buried in administrative tasks, they can give patients the attention they deserve. Heya has helped us become the practice we always wanted to be."

Ready to revolutionize your medical practice? Discover how Heya can transform your patient care.