A private diagnostics centre with multiple departments and 2-5 reception operators was handling between 80 and 200 daily requests — via phone calls, emails, WhatsApp messages and web forms — related to appointments, exam preparation, opening hours, required documents, report collection and service costs.

Reception staff were overwhelmed by repetitive questions that required no clinical assessment but consumed valuable time, reducing the quality of service for more complex cases.

Virtual Contact made it possible to centralise all communication channels in a single platform, configure a chatbot for non-clinical medical FAQs, and activate a routing system that automatically directs requests to reception, administration, reports or the relevant department.

The system also manages the receipt of medical prescriptions and certificates via WhatsApp, with secure and traceable document acquisition. The result is a more accessible, more organised and more efficient service, with more time available for staff to focus on cases that require direct assistance.

“Virtual Contact helps us reduce the workload on reception and give patients faster, more organised answers.”
— Head of Reception / Operations Manager