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    • How practices use Maya, using only figures from real deployments.

    Sydney specialist practice — 4-week trial

    Challenge

    Patient calls outside normal clinic hours would typically reach a voicemail or go unanswered, leading to lost bookings and callers who never ring back.

    Solution

    Maya was deployed on the practice's live phone line and answered genuine patient calls around the clock, resolving requests herself wherever possible and passing on a message or transfer when a person was genuinely needed.

    Integration

    Bookings were confirmed directly into the practice management system across the practice's multiple clinic locations. [CONFIRM: name of practice management system used]

    What Maya handled

  • Booking new-patient and follow-up appointments
  • Rescheduling and cancelling existing appointments
  • Booking video and phone consultations, with the video link issued automatically
  • Taking messages for billing queries, running-late notices and callback requests
  • Connecting callers to the front desk when needed
  • Handling out-of-hours calls, explaining when reception was closed

    • Outcome

    142

    Genuine patient calls answered

    6.5 hrs

    Patient talk time (391 min)

    2.8 min

    Average call length

    Missed patient calls

    In the first three weeks, 59% of patient calls came outside standard clinic hours (Mon–Fri, 8:30am–5:00pm). Patient calls occurred on 25 of 31 days. Internal test calls are excluded.