Customer service challenges
- Overloaded reception — calls, patients at the desk and emails all at once — many callers cannot get through.
- Appointment requests and cancellations — they take up much of the phone time although they are repetitive.
- Multiple sites — without a shared hotline patients reach the wrong place.
- Traceability — in complaints there is often no record of what was said on the phone.
- Data protection — health data is a special category under Art. 9 GDPR.
How Debesis works
Debesis connects telephony with ticketing: the IVR routes callers by request and location, queues with call-back absorb peaks, and every call is documented as a case.
Hotline with IVR — around the clock
- Voice menu by request and location, announcements of opening hours.
- A queue with call-back instead of a busy tone.
- AI voice assistant for appointment confirmations, changes and reminders.
Quality and documentation
- Call recording — you decide whether and when; the announcement is set in the IVR.
- Transcript and AI summary on the case.
- Patient portal for requests and status checks.
Key features
- IVR and queues — for multiple sites and specialties.
- Call-back — instead of waiting on the line.
- AI voice assistant — for appointment requests, also at night and at weekends.
- Ticketing system — for results enquiries, prescriptions, complaints and follow-up questions.
- Patient portal — with secure sign-in.
- Recording and transcription — for quality control and evidence.
- Hosting in Poland (EEA) — AI features processed in the EU, data processing agreement under Art. 28 GDPR.
Case studies from Poland
Medicalgorithmics (Poland) — cardiac diagnostics with the mobileHolter service: phone system with SMS, ticketing, patient portal, device inventory and courier and medical integrations. Read the case study
Freshmed (Poland) — dentistry and aesthetic medicine centre: hotline with IVR and call recording, call quality control and a complete audit trail. Freshmed case study
Smile Institute (Poland) — a chain of 14 dental practices with its own number per practice and a central team: −25% missed calls. More on the home page
See how Debesis works with your processes. Book a demo — we show the system on your most common requests.