Discover how QuantumLoopAi transformed operations at QL Surgery by easing the strain on reception staff and enhancing patient care. Through automated call handling, call volumes were reduced by 83%, allowing the team to focus on essential in-person tasks, elevating both job satisfaction and service consistency.
This case study illustrates the impact of reducing call pressure — boosting staff morale, cutting recruitment costs, and delivering a smoother patient experience, with a significant drop in call-related stress and verbal abuse incidents for a surgery with over 12,000 patients.
Priorities Addressed
High turnover and low job satisfaction among reception staff were issues due to the demanding nature of call handling, leaving staff stressed and impacting service consistency. Recruiting and training new staff and cover for absences was an ongoing challenge and cost.
235
Fewer calls per day, reducing strain on receptionists
100%
of calls are now automatically answered within 3 rings
How QuantumLoopAi Helped
QuantumLoopAi’s automated call system reduced the call volume by 83%, allowing receptionists to focus on other tasks, improving job satisfaction and lowering turnover rates.
With staff time freed up to deliver enhanced patient care navigation, patient engagements have become more positive and staff feel more valued in their day-to-day work.
Dramatically reduced call volumes mean that staff absences are now easier to cover and the team can adapt more swiftly to meet
Outcome
- 235 fewer calls per day, reducing the strain on receptionists
- Staff morale and retention rates improved as administrative burdens eased
- Financial savings from reduced training, recruitment, and absentee coverage costs
- Improved patient experiences and no call waiting time have reduced levels of verbal abuse to reception staff
Timeframe
Initial implementation took just under 2 weeks, going live for 100% of calls at the end of this time.
