Eye Infirmary needed a clearer view of how patients were handled, from the first call through reception, appointments, payments, and the coordination behind them. Missed calls were high, scripts were inconsistent, and responsibility had gaps. The customer experience was suffering, and so was the ability to convert demand.
We worked on site with the team and audited the systems, the process, and individual capability. The patient journey was reviewed across calls, the front desk, appointments, payments, doctors, and insurance. The work included team meetings, role-plays, live call coaching, a telephone script prepared for Arabic translation, and a review of WhatsApp handling and the price list. A lead was placed in charge, with a deputy in support. Twenty-seven candidates were interviewed, six were selected for a further interview, and three were identified as potentially suitable.
During the initial improvement period, missed calls fell from as many as approximately 90 a day to around 10. Payment handling got faster, and patients were met with more courtesy.
