A multispecialty physician group
Patient intake down from days to five to ten minutes, and cancellations from 40% to 18%.
A multispecialty physician group moved patient intake onto an agent that runs from the first website inquiry to a booked visit, and gave patients a self-service channel for questions and reminders. Intake now takes minutes, and more patients turn up.
At a glance
- Client
- A multispecialty physician group
- Engagement
- Data unification and two patient-facing agents
- Sector
- Healthcare & Life Sciences
- Based in
- Midwest, United States
The stack
01
The situation
What they were working against.
Onboarding a new patient took days, and the routine questions and coordination around a visit consumed staff time that should have gone to care.
Patient data sat in several systems, so care teams did not have a real-time, complete picture to work from, and communication with patients was inconsistent enough that four in ten appointments were cancelled.
02
What was built
The build, in the order it happened.
Unify the patient record
Patient data from multiple systems brought together in Data 360 so care teams see one real-time picture, and so the agents have something accurate to reason over.
Agentic onboarding
A prospective patient states on the website that they want to become a patient; the agent runs intake through to the first visit in five to ten minutes rather than days.
Agentic self-service
A patient-facing channel that answers frequently asked questions instantly and sends timely reminders, taking routine questions and coordination off staff.
03
The results
Faster in the door, and more likely to turn up.
Intake fell from days to five to ten minutes and the number of patients onboarded each day rose 35%. Patient satisfaction and employee productivity each improved by 30%, and the cancellation rate dropped from 40% to 18%.
- More patients onboarded per day
- 35%
- Increase in patient satisfaction
- 30%
- Appointment cancellation rate
- 40% → 18%
Client name withheld. Figures are as reported for this implementation; where one was a stated target rather than a measurement, the label says so.
04
Our read
How we would build this at your scale.
What we take from this build, and what the same outcome looks like for a team of fifty to five hundred people rather than a global enterprise.
The data layer is the product
Every result here sits on a unified patient record. For a practice group that means Data 360 or a well-modelled Health Cloud org, with the EHR integration designed before any agent is scoped.
Data 360 Services 02Intake is the best first agent in healthcare
It is high volume, has a clear finish line and the failure mode is a human picking up. We scope it with the eligibility and consent steps explicit, and HIPAA controls reviewed by the architect, not the vendor.
Agentforce & AI 03Reminders are a measurement problem
The cancellation drop came from timing and clarity. Baseline the rate, change one variable at a time, and keep the journey under managed review each month.
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