Felina AI
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Healthcare

Take the routine patient calls off your front desk

Clinics and hospitals field constant calls about timings, doctor availability, directions and appointments. When the front desk is busy, callers wait or hang up.

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Overview

Felina for Healthcare

Felina can answer routine, non-clinical patient enquiries from your approved information and support appointment-related calls where your systems allow. Anything clinical, urgent or sensitive goes to your staff. Felina does not give medical advice or make clinical decisions.

Call scenarios

Typical calls

Inbound — customers calling you

  • Timings, departments and doctor schedulesCore capability
  • Directions and visit preparationCore capability
  • Appointment requestsRequires an integration

Outbound — Felina calling customers

  • Appointment reminder callsConfirmation required

Outbound calls go only to customers who have consented, using approved scripts and authorised data.

Scope

What Felina handles — and what goes to your team

Felina handles

  • Answer routine, non-clinical questions from approved information
  • Take appointment requests for your staff to confirm
  • Book directly — only where your appointment system is integrated

Your team handles

  • Any clinical or medication question
  • Urgent or emergency calls
  • Test results, reports and billing questions
  • Any patient who asks for a person

Escalation to your staff. Clinical, urgent and sensitive calls go straight to your front desk or clinical staff through the route you define. Felina does not give medical advice and is not an emergency service.

Use cases

Use cases in detail

Each use case shows what it does, why it matters, how it works and what it depends on.

  • Clinic information enquiries

    Core capability
    What it does
    Answers questions about timings, departments, doctor schedules, location and visit preparation from approved information.
    Why it matters
    Fewer routine calls reach the front desk, so staff can attend to the patients in front of them.
    How it works
    You supply and maintain the information Felina is allowed to share.
    Depends on
    Up-to-date, approved clinic information. Felina does not answer clinical questions.

  • Appointment requests

    Requires an integration
    What it does
    Takes appointment requests and passes them to your team — or books directly where your scheduling system allows.
    Why it matters
    Patients can request an appointment without waiting on hold.
    How it works
    Felina collects the preferred doctor, date and time, then confirms through your agreed process.
    Depends on
    Direct booking needs an authorised integration with your appointment system. Otherwise staff confirm each request.

  • Appointment reminder calls

    Confirmation required
    What it does
    Calls patients before booked appointments and notes anyone who needs to reschedule.
    Why it matters
    Fewer missed appointments and empty slots.
    How it works
    Felina calls at an agreed time before each appointment.
    Depends on
    Access to the appointment schedule and patient consent to be called.

  • Handover to your staff

    Core capability
    What it does
    Recognises when a caller needs a person and hands the call or enquiry to your front desk or clinical staff.
    Why it matters
    Conversations that need judgement stay with trained people.
    How it works
    You define the escalation rules and the contact path.
    Depends on
    A staffed escalation path during the hours you choose.

Items marked “Confirmation required” are not presented as available yet. Ask us about them during your demo.

Workflow

From patient call to the right person

  1. Step 1: Patient calls

    Answered straight away, in English or Tamil.

  2. Step 2: Routine questions answered

    Timings, directions and availability come from approved information.

  3. Step 3: Request captured

    Appointment requests are recorded for confirmation.

  4. Step 4: Clinical or urgent? Staff take over

    Anything clinical or urgent goes to your team immediately.

Simulation

Try a simulated call

Scripted demonstrations of the calls above. Play them step by step and see what Felina records.
Caller's question

Simulated call · Healthcare

Simulation
Workflow stage7 of 7: Outcome
  1. A patient calls the hospital's main number.

  2. CallerWhat time is the ENT clinic open on Saturday?

  3. Approved clinic timings checked.

  4. FelinaThe ENT clinic is open from 9 am to 1 pm on Saturdays. Would you like to request an appointment?

  5. CallerYes, this Saturday morning. Also, should I stop my blood pressure tablets before the visit?

  6. Two requests understood: an appointment, and a medication question. Clinical questions always go to staff.

  7. Recorded request: ENT appointment

  8. Recorded preferred time: Saturday morning

  9. FelinaI've noted your request for Saturday morning, and our front desk will confirm the time. Your medication question is one for your doctor, so I'm connecting you to our staff now.

  10. Handed to staffMedication question passed to the front desk. Felina doesn't give medical advice.

  11. OutcomeAppointment request recorded for staff to confirm, and the clinical question with a person.

What Felina recorded

Request
ENT appointment
Preferred time
Saturday morning

Simulation complete.

Simulated call. A scripted demonstration of how Felina handles this kind of call — not a live AI connection, a recording, or a real customer.

Integrations and dependencies

What this depends on

Integration availability depends on your system, API access, data permissions and deployment requirements. We confirm what's possible before go-live.

  • Phone line / telephony

    Connects Felina to the number your customers already call.

    Core capability

  • Appointment or hospital management system

    Needed for direct booking or reminders. Availability depends on your system, API access and data permissions.

    Requires an integration

  • Staff escalation

    Transfer or callback request to your front desk, as you define it.

    Core capability

Outcomes and evidence

What could change for your team

Potential operational outcomes — qualitative, not measured results. Published evidence is labelled with its type.

  • A lighter front desk

    Routine questions stop interrupting staff who are with patients.

  • Less waiting on hold

    Callers get timings and directions without queuing.

  • Consistent appointment requests

    Every request arrives with the same details for staff to confirm.

How we measure and label results

FAQs

Frequently asked questions

Does Felina give medical advice?

No. Felina answers routine, non-clinical questions from approved information. Clinical questions are handed to your staff.

Can Felina book appointments directly?

Only where your appointment system supports an authorised integration. Otherwise Felina captures the request and your team confirms it.

What about emergencies?

Felina is not an emergency service. You define how urgent calls are handled — for example, immediate transfer to staff.

How is patient information handled?

Felina should receive only what the call needs. Data handling, retention and call recording are agreed with you during onboarding — ask us for the details for your deployment.

See Felina handle a patient enquiry

Tell us about your clinic's call volumes and front-desk workflow. We'll follow up to arrange a demo.

Book a Demo Explore Results and Proof