ConceptA tool I would build. Not client work.
Clinic intake and routing desk
The phone rings while the desk is with a patient. Voicemails, forms and messages pile up in four places, and you learn which one couldn’t wait after it has waited.
Concept
Not client work- What this is
- A tool I would build, drawn to show the idea. Nobody has bought it, and every name on these screens is invented.
- For
- The manager of a clinic with 3 to 15 practitioners.
- The money
- Vendors say providers miss “an average of 29% of calls”, and that 85% of those callers do not try again (Keona Health, a vendor (opens in a new tab)). A vendor claim, not a study.
- Belongs to
- Health
- Drawn
- 11 Nov 2026 · sheet 1 of 4
Live demo
The queue re-orders itself, and says why.
Closed today 14
- 08:41VoicemailAnna DemoSaid she would be ten minutes late for 09:00.Closed by Lotte08:43
- 08:30Web formBram DummyCancelled Friday’s check-up. Slot freed.Closed by Lotte08:36
- 08:12EmailLab DemoLab result for Hugo Model, sent to the reader and filed.Closed by Lotte08:20
- 08:05Missed callIris ProbeCalled back. Booked Thu 12 Nov, 14:30.Closed by Lotte08:15
Concept
Live queue
Every request in one list, sorted by when the clinic’s own rules say it is due. The row that moves says why.
The other screens
Four more screens of the same desk.
- Demo ClinicQueue9Agenda3DocumentsSet by the clinicRulesReply templatesWeek reportLotte VoorbeeldFront deskVoicemail09:41 · 38 secondsTranscript by AI0:12 / 0:38
- 0:02
Hello, this is Marc Voorbeeld.
- 0:06
I had knee surgery on Monday.
- 0:11
Since last night the knee is swollen and it feels warm.
- 0:19
Is that normal?
- 0:24
Please call me back on this number.
The underlined words are on the clinic’s own call-back list. Check the transcript against the recording before acting on it.
What was read5 fields- Caller
- Marc Voorbeeld0:02 · number matches his record
- Procedure
- Knee surgery, Mon 9 Nov0:06 · agenda: Dr. Maes
- Words on your list
- swollen, warm0:11
- Since
- Last night0:11
- Asks for
- A call back0:24
1After a procedure, with a word from our call-back listNurse call-back list · within 1 hour
ReplyText messageAI draft · not sentHello Mr Voorbeeld, we got your voicemail. Nurse Ines will call you back before 10:41 today on this number. Demo Clinic
Approving sends this and holds 10:15 to 10:25 in Ines’s agenda.
From the template “Call-back confirmed”EditConcept
One request
The recording, the transcript with the matched words underlined, the fields that were read and a reply that waits for approval.
1 / 4 - 0:02
- Demo ClinicQueue9Agenda3DocumentsSet by the clinicRulesReply templatesWeek reportLotte VoorbeeldFront desk
# When a request Then Who Within Last change On 1 After a procedure, with a word from our call-back list Nurse call-back list 1 hour Nurse on duty 1 hour Dr. Maes, 3 Nov 2 A missed call with no message, from a number we know Call back 2 hours Front desk 2 hours Lotte, 28 Oct 3 Asks to move or cancel an appointment Offer three slots 4 hours Front desk 4 hours Lotte, 28 Oct 4 A letter or referral is attached Document reader, then file 6 hours Front desk 6 hours Lotte, 14 Oct 5 A new patient Offer a 40-minute first visit Same day Front desk Same day Dr. Maes, 14 Oct 6 Asks for a repeat prescription or a certificate Doctor’s sign-off list 2 working days Treating doctor 2 working days Dr. Maes, 3 Nov 7 Anything else Reply from a draft Same day Front desk Same day Lotte, 14 Oct Try a sentenceNothing is savedmy knee is swollen since the operationRule 1Matched swollen and operation. Nurse call-back, within 1 hour.Call-back list: 14 words, kept by Dr. Maes. The software matches words. It does not weigh them.
Concept
Rules
The clinic’s routing table in plain language, and a field to try a sentence against it.
2 / 4 - Demo ClinicQueue9Agenda3DocumentsSet by the clinicRulesReply templatesWeek reportLotte VoorbeeldFront deskDr. Maes Dr. Claes Ines, nurse09:0009:3010:0010:3011:0011:30Jan ModaalFollow-upFien VoorbeeldFollow-upLena SampleFirst visit · from the queueBram DummyCheck-upElla SampleFirst visitAnna DemoCheck-up · from the queueDaan TestFollow-upKarel ProefFittingLars MusterDressing changeNina ProefDressing · from the queueNoor FictiefMeasuring
Proposed from the queue
- Lena Sample10:20, 40 min · Dr. MaesApprove
- Anna Demo09:40, 20 min · Dr. ClaesApprove
- Nina Proef09:50, 20 min · InesApprove
A proposed booking is an outline. It becomes an appointment only when a person approves it.
Concept
Agenda
Bookings proposed from the queue sit in the day as outlines until a person approves them.
3 / 4 - Demo ClinicQueue9Agenda3DocumentsSet by the clinicRulesReply templatesWeek reportLotte VoorbeeldFront deskRequests214all channelsCalls answered148of 181Calls missed33−5 18% of callsFirst reply, median42 mintarget 60 minCalls by dayanswered and missed
Answered Missed, with the count under each day
Time to first reply214 requestsChannel Requests First reply, median Longest wait Voicemail 46 38 min 1 h 12 Missed call 33 1 h 05 2 h 40 Web form 58 52 min 5 h 10 Text message 49 24 min 3 h 02 Email 28 2 h 15 1 day Concept
Week report
Answered, missed and time to first reply. The figures are invented; a real report starts from your own first week.
4 / 4
What it would be worth
Each recovered call is a booking.
How many you would recover is your number, not mine. In week one I would measure your own missed-call rate before anyone quotes a saving.
29%
of calls to healthcare providers go unanswered on average, according to companies that sell call software. The same sources say 85% of those callers do not call back.
Source: Keona Health, citing Invoca and Clearwave (opens in a new tab). Figures from companies that sell call software, repeated second-hand. Page read on 11 Nov 2026. A vendor claim. It is not a result of mine, not a promise, and no clinic I know was measured for it.
Your missed calls, in euros
Type your numbers and the sum appears here.
This is what the missed calls cost, not what a tool would win back. Your numbers stay in this tab: nothing is saved or sent.
Where the line is
It routes requests. A person decides.
What it does
- Puts voicemails, missed calls, forms, messages and emails in one list.
- Writes a one-line summary of each, labelled as written by AI.
- Finds which of your rules matches, and shows the words that matched.
- Sorts by when that rule says the request is due.
- Drafts a reply or proposes a slot for a person to approve.
What it never does
- Judge how serious a complaint is, or call anything urgent on its own.
- Tell a patient what is wrong, or what to do about it.
- Send a message or book a slot nobody approved.
- Hide a request. Everything it received stays in the list until a person closes it.
The rules, the word lists and every decision belong to the clinic. This is workflow software and it makes no clinical call. I don’t market it as a medical device, and whether a feature would change that is something I check with the clinic before I build it.
Want this for real?
I would start with a week on your own numbers: which channels you have, what waits longest, and the rules you already follow without writing them down. Then a fixed price.