Freshmed — a hotline with IVR, call recording and automated patient service
A modern dentistry, orthodontics and aesthetic medicine centre wanted better control over call quality and organised request handling. Debesis rolled out IVR, call recording and ticketing — from first contact to follow-up.
What we rolled out at Freshmed?
Freshmed is a modern dentistry, orthodontics and aesthetic medicine centre run by two sisters, focused on treatment quality and patient experience — from first contact to aftercare.
To monitor phone communication better and relieve reception, Freshmed rolled out with Debesis: a call handling system with IVR, call recording and automated request handling (ticketing).
Result: full visibility of contacts, standardised reception work and a solid base for improving patient service.
Freshmed – a dentistry and aesthetic medicine centre
FRESHMED (dental centre) combines conservative and preventive dentistry, aesthetics, orthodontics, prosthetics, paediatric dentistry and aesthetic medicine.
The team invests in innovative treatment and continuously improves patient experience — including contact with the clinic: hotline, registration, appointment reminders and post-treatment follow-up.
No data on the hotline or call quality
Before the project Freshmed had no tools for:
- monitoring call numbers on the hotline (load, peak hours, missed calls),
- recording calls for quality and training,
- detailed statistics across a wide range of services (prevention, aesthetics, orthodontics, prosthetics, children).
On the recommendation of Aneta Juszczyk – a manager with experience of Debesis rollouts in dental practices – Freshmed’s management chose a set of solutions that improve patient service from the very first call.
What Freshmed set out to do
- Build a professional hotline with IVR that routes patients to the right path (e.g. registration, orthodontics, prosthetics).
- Provide call recording and secure access to call history for quality and training.
- Launch automated request handling (ticketing) – priorities, handovers, an audit trail.
- Deliver statistics and reports (line load, SLA, missed and returned calls) as a basis for continuous improvement.
Hotline system + ticketing
1) Call handling with IVR
A simple, intuitive IVR tree split by service or need (first visit, check-up, orthodontics, prosthetics, children). Call queuing, opening-hour rules and messages about waiting time or call-backs.
2) Call recording
Automatic recording of inbound and outbound calls with access control. Recordings are used in coaching reception staff and in building checklists and scripts in line with clinic policy.
3) Automated requests (ticketing)
Cases from calls and emails are logged in the ticketing system – with a status, priority and owner. Reply templates, handover to a specialist and the patient’s full contact history.
How it works in practice
- First contact → IVR → registration: the patient chooses “first visit” in the IVR and the call goes to reception; it is recorded and the case gets a ticket with a note and a follow-up date.
- Orthodontics enquiry: the IVR routes to the orthodontics queue; the agent uses a qualifying script and books a consultation.
- Missed call: the system logs the missed call → an automatic call-back ticket → response times and contact success are measured.
What changed?
A predictable hotline
Patients reach the right path faster, with less frustration and quicker answers.
Call quality control
Recordings and statistics help train the team, standardise calls and respond to concerns based on facts.
Audit trail and reports
Every contact becomes a ticket — easier oversight, reporting and reception scheduling based on real data.
Debesis recommendations for medical practices
- IVR with at most 2–3 levels and clear option names (no technical jargon).
- Call templates (first visit, check-up, orthodontics) + short GDPR checklists.
- Recording retention in line with the privacy policy and clearly defined permissions.
- Call-back SLA (e.g. 60–90 min during opening hours) with success monitoring.
- Monthly KPI review: answered calls, average waiting time, % missed, NPS/CSAT.
“Today the quality of patient service, alongside professional treatment, price and punctuality, decides a practice’s competitiveness. The Debesis hotline system helped us raise that quality.” (translated from Polish)
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