A Multi-Specialty Clinic, Dubai
Dubai, UAE | Sector: Multi-branch outpatient clinic (dermatology, dental, wellness) | Platform: DoubleTick WhatsApp Business API
The situation
The clinic operated across several branches, each running its own disconnected WhatsApp number and phone line for patient enquiries, appointment requests and follow-ups. There was no shared view of a patient's history across branches, no way to track which channel a lead came from, and front-desk staff spent a large share of their day answering the same pricing and service questions by hand. Appointment reminders were inconsistent, and no-shows were a recurring cost. The clinic needed a single, governed way to handle patient communication at scale without adding headcount.
What we delivered
- Migrated every branch onto one governed multi-number WhatsApp inbox, with role-based access and a full audit trail across the group.
- Deployed a no-code AI chatbot to qualify inbound enquiries by service line, answer FAQs and pricing questions, and route each conversation to the right branch and consultant.
- Automated appointment booking inside WhatsApp, with reminder messages sent 24 hours and 1 hour before each appointment.
- Integrated the platform with the clinic's existing CRM so every WhatsApp conversation and booking logs automatically against the patient record.
- Set up membership renewal and lapsed-patient re-engagement sequences, triggered automatically ahead of expiry dates.
45%Reduction in missed appointments after automated WhatsApp reminders
60%Faster first response time on inbound patient enquiries
28%Increase in lead-to-booking conversion after AI-led qualification
One governed inbox across every branch replaced disconnected numbers and manual follow-up, cutting no-shows and speeding up response time without adding front-desk staff.
A Private Hospital Group, UAE
UAE | Sector: Multi-department private hospital group (OPD, diagnostics, fertility, surgery) | Platform: DoubleTick WhatsApp Business API, on-premise EMR integration
The situation
The hospital group ran outpatient, diagnostics, fertility and surgical departments as separate operations, each handling patient communication independently. There was no unified view of a patient's journey across departments, and the call center carried a heavy load of routine appointment scheduling and lab-result queries that could be handled without a human agent. As a healthcare provider, the group also needed the platform to meet ISO 27001 and GDPR-grade governance requirements for handling patient data, with full audit trails and role-based access by department.
What we delivered
- Deployed an enterprise-grade multi-number governed inbox spanning every department, with SLA timers, role-based access and a full audit trail meeting ISO 27001 and GDPR requirements.
- Ran the platform as an on-premise deployment integrated directly with the hospital's EMR and CRM system, so patient records stay in sync across departments.
- Deployed an AI bot for 24/7 triage by department and service type, handling FAQs, pricing and general treatment queries, and escalating complex or sensitive cases to a human agent.
- Automated lab-result notifications and post-treatment check-ins to support follow-up compliance across departments.
- Set up a real-time CX dashboard tracking patient sentiment, agent performance and campaign return across the group.
6Hospital departments unified onto one governed communication platform
38%Reduction in call center volume for routine appointment and result enquiries
52%Increase in post-treatment follow-up completion via automated check-ins
Six departments moved onto one governed, EMR-integrated platform, cutting routine call center load while meeting healthcare-grade governance requirements.