A conversation engine and a scheduling engine, working as one.
CliniCall sits between the systems that hold your appointments and the patients who hold the other half of the information. It closes the loop that reminders leave open.
Middleware, not another system for staff to log into.
CliniCall is designed to work with the appointment book you already have. Nothing about the way your service books appointments needs to change for it to start working.
Your systems
- Patient administration and scheduling
- Clinic and clinician availability
- Waiting lists
- Contact details and consent flags
CliniCall
- Conversational calling engine — two-way natural language, inbound and outbound
- Backfill engine — real-time matching of freed slots to waiting patients
- Rules layer — your clinical and operational policy, enforced
- Staff console — live view, override and handover
- Audit trail — every contact, decision and outcome logged
Your patients
- Inbound calls to the practice
- Outbound voice call
- SMS
- Existing letters and channels, unchanged
- A person, whenever it matters
The conversation is the product.
Automated calling has a bad reputation in healthcare, and it has earned it. Keypad menus, rigid scripts, and a dead end whenever the patient says something unexpected. CliniCall was built to be the opposite of that.
Natural language, both ways
Patients speak or type normally. “I’m away that week”, “can you do after five”, “my mother needs to come with me” — all handled in the conversation, not deflected to a phone number.
Channel escalation
Starts on the channel most likely to reach that patient and escalates if there is no response — SMS to voice to WhatsApp, on a schedule your service sets.
Human handover
Distress, confusion, a clinical question, or anything outside the rules ends the automation and passes to a person, with the full context of the conversation attached.
Multilingual by design
The conversation layer is not tied to English. For services with significant non-English-speaking populations, this is a reachability gain, not a nice-to-have.
Calling windows and volume limits
UK calling hours, per-patient contact limits and a configurable cap on simultaneous calls. The system will not surprise a service with a wall of outbound calls.
No fabricated certainty
Outcomes come from deterministic events, not from a model’s impression of how the call went. An unclear outcome is recorded as unclear and routed to a person.
A freed slot is only recovered if someone else uses it.
This is the half most tools skip. Getting a patient to cancel early is useful; getting that slot filled before the clinic runs is where the capacity actually comes back.
The moment a slot is released — by a decline, a reschedule or a cancellation from any source — the backfill engine looks for the right patient to offer it to, and starts a conversation with them.
- Your rules decide. Clinical urgency, waiting time, appointment type, clinician, site, travel distance and vulnerability flags are all inputs your team controls.
- Offer, not assignment. The slot is offered and confirmed conversationally. Patients are never moved without agreement.
- Race-safe. Several patients can be offered a slot at once; the first confirmation takes it and the others are told immediately and kept in place for the next one.
- Written back. The appointment book is updated in real time, so the clinic list a receptionist sees is the true one.
A slot released three days out is worth far more than the same slot released on the morning. CliniCall reports decline lead-time and time-to-refill from the first week, because those two numbers, more than any headline percentage, tell you whether capacity is genuinely being recovered.
We agree the target with you, measure against it, and show you the working.
Four products, and what each one actually does.
These are the same four you will see if we demonstrate the platform, under the same names.
Answer every call, and give the clinician a clean list
The practice phone stops being a bottleneck. Patients get answered straight away, and the clinician gets a structured list to work from instead of a morning of call-backs.
- A patient phones the practice and speaks to CliniCall, which captures the information needed to book an appointment — the same details a receptionist would take.
- Every caller arrives with the clinician as a structured summary, not a recording to sit through.
- The clinician decides who is seen and when — today, next week, or another route entirely. CliniCall makes no clinical judgement at any point.
- Once the clinician has decided, the platform calls each patient back to tell them their appointment.
Staff stay in charge, and can see everything.
CliniCall is only useful if the people running the clinic trust it. That means visibility by default and control at every step.
Live queue
What is queued, calling, answered, completed, failed or blocked — in one view.
Safe mode
New deployments start with calls requiring manual approval, until your team is ready to let it run.
Override anything
Pause a campaign, exclude a patient, stop a clinic, or take a conversation over. Every override is logged.
Full audit trail
Every contact attempt, patient response, decision and write-back, with timestamps, exportable.
Real-time write-back is where the return multiplies.
A rebooking that has to be re-keyed by a receptionist is only half a rebooking. CliniCall is designed to read and write directly to the systems that hold the appointment.
- Scheduling systems
- Designed to integrate with NHS scheduling systems, including TrakCare and SCI Store in Scotland. We are in discussion with established NHS systems providers about direct integration.
- Integration model
- Provider-agnostic core with adapters, so a new scheduling system is a new adapter rather than a rewrite. Contracts are published as OpenAPI.
- Start without integration
- A pilot can run on a scheduled export and a controlled write-back path while a direct integration is scoped. You do not need an IT project to begin.
- No silent writes
- Reads can be automated. Writes are explicit, auditable, and switched on deliberately — never as a default.
- Idempotent by design
- Re-fetches, retries, webhook replays and restarts cannot produce duplicate calls or duplicate outcomes.
- Hosting
- UK-hosted, and deployable within your own infrastructure where your information governance requires it.
See it against your own pathways.
Twenty minutes, your appointment types, your rules. We will show you where CliniCall would sit and what it would need from you.