Found from their number
- Matched to your patient records
- Recognised the moment they ring
- No spelling out names
Caller Recognition for Returning Patients She knows who’s calling
On calls and WhatsApp, Clara can recognise a returning patient from their number, confirm who they are, and use what she knows to make every conversation quicker and more personal.
ClaraIncoming · 07700 900123
LiveCallerTomorrow at 9 is fine. It’s Sam Taylor.
ClaraThanks Sam, I’ve got your details here, so we can go straight ahead. So that’s a follow-up with Anya tomorrow at 9 AM for Sam Taylor. Shall I book that?
CallerYes please.
Tomorrow at 9 is fine. It’s Sam Taylor.
Thanks Sam, I’ve got your details here, so we can go straight ahead. So that’s a follow-up with Anya tomorrow at 9 AM for Sam Taylor. Shall I book that?
Yes please.
Send a message...
Riverside PhysioIncoming · 07700 900123
Tomorrow at 9 is fine. It’s Sam Taylor.
Thanks Sam, I’ve got your details here, so we can go straight ahead. So that’s a follow-up with Anya tomorrow at 9 AM for Sam Taylor. Shall I book that?
Yes please.
Returning patient bookedMatched by their number · no details taken twice
Books into the practice software you already use
Recognised, then confirmed
Confirmed before anything changes
- Name read back to the caller
- A quick check if anything doesn’t match
- Then she helps with what they need
Remembered only with permission
- Offers to save details to their number
- Completely optional
- Used next time they get in touch
How a returning patient’s call goes
01
“Incoming call from 07700 900123”
02
“Am I speaking to Sam Taylor?”
03
“Tom has Tuesday at 8am or Wednesday at 5:40pm.”
04
“So that’s Wednesday at 5:40pm with Tom. Shall I book that?”
00:04
Hi, I’m ringing for my mum. She’s a patient with you.
00:09
Clara I can help with that. Can I take your mum’s full name and date of birth?
On a call
ThursdayDiary
13:3014:10Hi, I’m ringing for my mum. She’s a patient with you.I can help with that. Can I take your mum’s full name and date of birth?
InboxNew
Hi, I’m ringing for my mum. She’s a patient with you.I can help with that. Can I take your mum’s full name and date of birth?
Call · 21:02Transcript
CallerHi, I’m ringing for my mum. She’s a patient with you.
ClaraI can help with that. Can I take your mum’s full name and date of birth?
Summary
Hi, I’m ringing for my mum. She’s a patient with you.
I can help with that. Can I take your mum’s full name and date of birth?
Booking stopped
Someone else on the line
Clara runs a two-factor identity check before discussing any appointment, and never reads out details from a record.
00:04
Saved to this number
00:09
Clara Patient agreed to save their details
On a call
ThursdayDiary
13:3014:10Saved to this numberPatient agreed to save their details
InboxNew
Saved to this numberPatient agreed to save their details
Call · 21:02Transcript
CallerSaved to this number
ClaraPatient agreed to save their details
Summary
Saved to this number
Patient agreed to save their details
Booking stopped
Remember my details
At the end of a call or WhatsApp conversation, Clara can offer to save a patient’s details to their number. It’s optional, and only if they agree.
00:04
Follow-up · Sam Taylor
00:09
Clara Booked by Clara · returning patient
On a call
ThursdayDiary
13:3014:10Follow-up · Sam TaylorBooked by Clara · returning patient
InboxNew
Follow-up · Sam TaylorBooked by Clara · returning patient
Call · 21:02Transcript
CallerFollow-up · Sam Taylor
ClaraBooked by Clara · returning patient
Summary
Follow-up · Sam Taylor
Booked by Clara · returning patient
Booking stopped
Straight to what they need
Once the patient is confirmed, Clara books, moves or checks their appointment, answers their questions or takes a message for your team.
Privacy first
Clara confirms who she’s speaking to before booking or changing anything, and never reads out details from a patient record.
Questions about returning patients
Does this work on website chat and WhatsApp?
Recognition by number works on calls and WhatsApp. On website chat Clara asks for the patient’s details instead.
Can someone call on a patient’s behalf?
Yes. A parent, partner or carer can call for a patient. Clara runs a two-factor identity check on the patient’s details first, then helps with whatever they need.
What if the name doesn’t match?
Clara runs a two-factor identity check on the caller’s details before discussing or changing anything. If the details still don’t match, she takes a message for your team instead.
Does Clara save patient details?
Only if the patient agrees. At the end of a call or WhatsApp conversation she can offer to save their details to their number, and it’s completely optional.
How does Clara know who’s calling?
She matches their number against the patient records in your practice software, then confirms who they are before going any further.