AI Receptionist for Medical Centres

Yes. Our system is designed to comply with the Australian Privacy Act 1988, including the Australian Privacy Principles (APPs) that govern the handling of health information. All data is encrypted using AES-256 encryption, stored exclusively in Australian data centres, and access is restricted to authorised practice personnel. We provide a Health Information Handling Agreement that details our data processing practices, security measures, and compliance controls. The AI does not store patient health records — it captures administrative information (names, contact details, appointment requests) and routes clinical queries to qualified staff.

Yes. We offer native integrations with both Best Practice and Medical Director — the two most widely used clinical software systems in Australian general practice. The AI checks real-time availability, matches patients with their preferred GP (or the next available doctor), and books the appointment directly into your schedule. It handles standard consultations, long appointments, health assessments, immunisation appointments, and other appointment types you configure. Patients receive an SMS confirmation with their appointment details.

When a patient calls requesting a repeat prescription, the AI captures the patient's name, date of birth, the medication name, and their preferred pharmacy. This information is logged as a prescription request task in your practice management system for the relevant GP to review and action. The AI does not authorise or process prescriptions — that remains entirely with the prescribing doctor. The AI informs the patient that their request has been submitted and that the practice will contact them once it has been reviewed.

The AI uses a configurable triage framework to assess urgency. For symptoms suggesting a medical emergency — chest pain, difficulty breathing, stroke symptoms, severe allergic reactions — the AI immediately advises calling 000 (Triple Zero) and can warm-transfer the call to emergency services. For urgent but non-life-threatening concerns, it escalates to your on-duty nurse or GP via immediate call transfer or urgent SMS. For routine matters, it books the next available appointment or takes a message. Your triage protocols are fully customisable to match your practice's clinical guidelines.

Yes. The AI is configured with your practice's billing policies and can answer common questions: whether you bulk bill all patients or only concession card holders, whether specific services attract a gap fee, what patients need to bring (Medicare card, concession card, referral letter), and general information about your fee schedule. It cannot process Medicare claims or check individual patient billing history — those functions remain with your practice software and reception team.

When a patient calls asking about test results, the AI follows your practice's results notification policy. Typically, it informs the patient that results are reviewed by their doctor and the practice will contact them if any action is needed, or it books a follow-up appointment for results review. The AI does not access or communicate test results — this is a clinical function that must be handled by a qualified health professional. The AI ensures every results enquiry is logged so your team can follow up appropriately.

A full-time medical receptionist in Australia costs approximately $60,000 to $75,000 per year when you include superannuation, leave entitlements, payroll tax, and other on-costs. Most medical centres employ 2 to 4 receptionists to cover the full operating week. An AI receptionist costs a fraction of this — from $99 to $499 per month depending on call volume and features — and provides 24/7 coverage including after-hours, weekends, and public holidays. For a 4-GP practice receiving 156 calls per day, the AI handles overflow and after-hours calls at an annual cost equivalent to approximately one week of a human receptionist's salary.