Case Studies

 Sector: Private Specialist Healthcare & Wellness

A fast-growing UK healthcare provider with multiple regional clinics was facing a common "scaling bottleneck." As their patient list expanded, their administrative infrastructure struggled to keep pace.

• Logistical Complexity: Administrative staff were losing hours each day to "calendar tetris"—manually managing complex practitioner rotas, specialist room availability, and mandatory cleaning gaps between appointments.
• Information Bottlenecks: The front-of-house team was inundated with repetitive enquiries regarding private health insurance codes, pre-appointment preparation, and clinic accessibility.
• Reputation Risks: In a sector where patient trust is paramount, the group had no centralised system to monitor feedback across Google and Trustpilot, leading to delayed responses to critical patient concerns.

We deployed a unified Intelligent Assistant Suite, fully integrated with the client’s existing clinical management software and internal knowledge base.

We implemented a bespoke booking engine that understands "clinical logic." The AI was programmed to enforce strict rules, including specific treatment durations, practitioner-specific breaks, and travel time for consultants moving between regional sites.

The agent was trained on the group's entire library of patient information leaflets and insurance policy documents. This allowed it to answer technical pre-treatment questions instantly, ensuring patients felt informed and confident before their visit.

We connected the AI to the group's regional review profiles. The system was configured to flag any "negative sentiment" reviews to management instantly, while simultaneously drafting a professional, on-brand response for approval.

"The implementation of the Lucid AI suite has completely transformed our operations. We haven't just reduced our admin overhead; we've improved the patient experience. By automating the routine 'noise,' our clinic coordinators can now focus on providing high-quality, face-to-face care."— Operations Director