Hey there! Chris here from Aeva AI Receptionist for Healthcare.
A couple of weeks back I wrote about a physio with no reception staff. The one trying to answer clinic calls while looking after his little girl at home.
He'd worked out that the version of himself on those calls, half stressed, half present, wasn't the warm service he thought he was protecting.
What I didn't tell you at the time: he signed up to Aeva before we hung up that day.
His name's Thomas. And last week his story got an ending. Or a beginning, depending on how you look at it.
"There's no world where I'm still answering the phones"
First, the bit I left out. Thomas runs his clinic up in Barnsley, Yorkshire. Three physios, no receptionist, every call and invoice and recall handled by him in his own time.
On that first call he said something I wrote down:
"If we want to have the clinic I dream of having, there's no world where I'm still answering the phones when that dream is a reality."
He hadn't used Aeva yet. He wasn't describing a feature. He was describing the finish line.
And near the end, the line that told me he was ready:
"It won't ever miss a phone call. Like I do."
Two weeks later.
He'd been out with his little girl, pushing her on the swings. Phone on silent. Not a thought spared for the clinic.
He got home and found Aeva had booked a new patient in while they were out.
His words: "that's the dream."
Same word, notice. On day one the dream was a clinic that didn't need him on the phones. Two weeks later he was standing inside a small version of it, at a swing set.
Function first
Thomas's clinic is called Function First.
Physios use "function" to mean the stuff that actually matters.
Clinics work exactly the same way. The function of your front desk was never "answer the phone." It's patients booked, questions answered, people feeling looked after. However that happens.
Last time I said he'd been protecting the human touch by delivering the worst version of it. Turns out the best version is at the park, pushing the swings.
Every call counts,
Chris Baxter
founder, Aeva AI Receptionist for healthcare
P.S. What's your version of the swings? If the phone stopped being your job tomorrow, what's the first hour you'd take back? Hit reply and tell me, I read every one.
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