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Healthcare · AI phone reception

How SINA Clinic handles up to 2,000 calls a month and gives reception more time for patients

Call Care AI answers calls around the clock, books patients into eČakáreň and handles 88% of calls without staff involvement.

More about Call Care AI Operating results

Case study on video2 minutes, narrated in Czech

The result in one sentence

SINA Clinic has a single system that serves patients during opening hours, after closing and at weekends, leaving reception free for the patients in the clinic.

40 000+patients in the clinic's history

1 000–2 000calls a month

88 %of calls handled by AI on its own

24/7phone service and booking

SINA Clinic at a glance

The phone remains an important part of care

SINA Clinic builds on more than twenty years of outpatient practice and cares for a large patient base. Its callers include older people, adults, young people, parents and children. Each of them expects a quick response, clear information and the certainty that their request will be handled correctly.

For patients, the phone is still one of the main ways to book an appointment, change a booking or get important information before a visit. That is exactly why we decided to modernise this channel so that it is available at any time and still feels natural to people of all ages and levels of technical experience.

The same comfort for every patient

Call Care AI responds quickly, speaks clearly and guides the patient step by step. A more experienced user sorts out an appointment without waiting, an older patient doesn't get lost in a technical process, and a person is available for sensitive or urgent situations.

Scale of operation

A scale that needs a reliable system

Call Care AI now handles roughly 1,000 to 2,000 calls a month. Patients get an answer during opening hours, after closing and at weekends, and reception has a continuous overview of who called and what they needed.

1 000–2 000calls a month

88 %resolved by AI without staff involvement

12 %routed to a person

88% · Call Care AI12 %

Before deployment

When the phone rings, care must not stop

The phone is an important entry point for bookings, appointment changes, prescriptions and practical queries. Before Call Care AI was deployed, reception at peak times had to choose between the patient in front of them, the call in progress and the next incoming line. Outside opening hours or at weekends, patients often waited for a call back.

1
Repetitive queries weighed on reception
Opening hours, prices, preparation for examinations, appointment changes, prescriptions and other routine topics came up every day.
2
Missed calls had no consistent priority
It wasn't easy to quickly tell an urgent request from a routine query and decide who the call should go to.
3
There was no shared overview
The polyclinic had no consistent way of categorising who called, what they needed and which person or department took it over.
4
Phone workload put pressure on the team
The volume of incoming calls led to talk of adding reception staff or extending shifts, even though a large share of requests followed a repetitive pattern.

Impact on the patient

When patients can't get through or wait too long for an answer, they may put off booking or go to another provider. In outpatient care, this is not just about one visit but also about future check-ups and follow-up care.

Project goal

To provide round-the-clock phone service, offer patients convenient booking into eČakáreň and free staff to care for patients on site. At the same time, to keep fast handover to a person wherever professional judgement, empathy or an immediate response is needed.

Solution design

Processes first, technology second

The project didn't start with deploying a voice agent. It started with mapping the real work of reception and the individual outpatient departments.

1
Interviews with frontline staff
Back office, front office, nurses and doctors described the most common patient requests and the situations that need a personal decision.
2
Division of responsibilities
The team decided which queries Call Care AI can resolve on its own, which it only records and which it passes to a person immediately.
3
Scenarios and urgent situations
For each type of call, we created a procedure for identifying the patient, answering, recording the request, escalation and follow-up checks.
4
Knowledge base
We combined approved information about services with an internal set of answers and instructions for appointments, examination preparation and other precisely defined situations.
5
Call categorisation
Every contact was given a clear category. As a result, reception gained an overview of the reasons for calls during the day, at night and at weekends.

Key features

What Call Care AI does day to day

Round-the-clock phone service and communication in multiple languages.
Direct booking into the eČakáreň booking system, including paid appointments.
Hybrid routing: during the day a person answers first, and when the line is busy Call Care AI takes over automatically.
Immediate handover of urgent or non-standard calls to a person.
Regular email summaries for the relevant departments.
A voice profile created with the consent of a designated staff member for natural, consistent communication.

Personal data protection

From the start, we set up the solution to meet the technical and legal requirements of a healthcare environment. This includes Zero Retention mode, a contractual DPA, GDPR rules, controlled access to data and a precisely defined scope of processing.

Pilot and operation

Testing before going live

The pilot tested not only the quality of the answers but the whole flow of information, from the call to the entry in the booking system.

Calls were tested by nurses, other members of the SINA Clinic team and patients we asked to try the service in practice.
We checked topic recognition, patient identification and the correct handover method.
We tested multiple requests in a single call and the point at which Call Care AI resolves a situation on its own or passes it to a person.
We tested the eČakáreň integration, data entry and verification that the transfer succeeded.
We verified transfers to a person, behaviour when the line is busy and routing by time of day.

What testing showed

The pilot helped reduce the voice module's latency and refine how the agent handles several requests in one call. We also drew a clear line between situations Call Care AI can safely resolve and those it passes to staff without delay.

Results

Results of the thirty-day operating report

542contacts handled

88 %without human involvement

25bookings via eČakáreň

12 %handed to staff

Period covered: 2 to 31 August 2026.

AI handles the routine, people stay with the patient

Call Care AI relieves reception of repetitive queries and resolves requests that follow a clear procedure. Staff remain available for urgent, sensitive and non-standard situations. This means a nurse can attend to the patient in person, without constant interruptions from the phone.

Impact

What changed after deployment

Before deployment

After Call Care AI

Reception interrupts face-to-face service to answer the phone.

Call Care AI takes communication aimed at reception, handles requests with a clear procedure and passes the necessary situations to staff.

A missed call has no clear priority or owner.

Every call has a category, a record and a defined next step.

Outside opening hours, the patient waits for a response.

Booking and general information are available around the clock.

Phone workload puts pressure on staff and shift planning.

Calls are answered around the clock and staff have more time for patients and clinical work.

Information on reasons for calling is fragmented.

Departments receive regular summaries by category and responsibility.

Benefits

Key benefits for the clinic

Smoother reception work without constantly switching between the patient and the phone.
Easier booking for patients during the day, in the evening and at weekends.
Appointments go straight into eČakáreň with no retyping.
Less need to extend reception shifts just to cover the phones.
Traceable data on topics, urgent situations, bookings and handovers to a person.
The ability to keep adjusting scenarios based on how patients actually behave.

Conclusion

SINA Clinic keeps human contact where it matters most. Call Care AI removes waiting, handles repetitive requests and makes sure no call gets lost. Reception has more time for patients on site, and callers get an answer the moment they need it.

Find out how many calls Call Care AI could take over at your practice

info@evenir.cz · +420 604 644 825

Book a demo

How SINA Clinic handles up to 2,000 calls a month and gives reception more time for patients

The phone remains an important part of care

The same comfort for every patient

A scale that needs a reliable system

When the phone rings, care must not stop

Repetitive queries weighed on reception

Missed calls had no consistent priority

There was no shared overview

Phone workload put pressure on the team