Answer the 8am rush, book the referral, fill the chair
Queue callbacks for the morning scramble, preview dialling through the recall list, and reminders and waitlist offers sent as texts from the same numbers the desk calls on, with every reply landing on the patient record.
Clinics, dental and specialist groups, and the patient access teams booking across every site.
Main inbound flow
10 nodes · compiled · 18,402 calls in 30 days
Four things that cost you on this kind of floor.
Each answer is a mechanism with its own page, not a promise. Follow any of them if you want to see it working.
A referral faxed or emailed in on Monday sits in a shared inbox until Thursday. By then the patient has booked with whichever specialist rang them first.
Load referrals in as leads and work them on preview dialling, so the scheduler reads the referring practice and the reason before it connects. The outcome code sets what follows: a task, a second attempt later in the day, or a text asking them to ring back.
Hygiene recall and the overdue six-month list are the work that never gets done, because whoever would do it is on the phone to the person standing at the desk.
Recall and reactivation lists run as preview or power dialling with answering-machine detection, and each call presents the number that patient answered before, local to the site they attend. A sequence can text first, and the reply threads onto the record.
Lines open at eight and every one rings at once. Same-day slots go early, and a patient who cannot hold rings elsewhere, which nobody at the desk finds out.
Call queues spread the surge across sites, so a quiet desk takes calls for one that is not, and a callback holds the patient's place while they put the phone down. A supervisor can whisper to a new starter unheard by the caller.
A three o'clock cancellation leaves the chair empty, and the people who would take that slot are at work and will not pick up a number they do not know.
Text the waitlist from the number the practice calls on, and replies arrive threaded per patient in one inbox, so the desk sees who came back first and rings that person to book. The same sequence carries the day-before reminder.
Half-day Wednesday at one site, a bank holiday at another, and an on-call rota that changes weekly. Out-of-hours calls land in a voicemail box nobody opens until Monday.
Business hours and holiday calendars are set per site, so the flow switches itself and a closed branch never plays the main switchboard's greeting. After hours the flow offers an urgent option, rings the duty phone, then falls back to a box named for the rota.
Adoptiv is not currently offered under a BAA, and the SOC 2 audit is in progress. If your programme needs either before evaluation, the security page states exactly where both stand. Read it before you evaluate.
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Healthcare & clinics
Run it against a healthcare & clinics list.
Bring one campaign and one number. We will stand up the parts on this page live, a referral faxed or emailed in on monday sits in a shared inbox until thursday. by then the patient has booked with whichever specialist rang them first included.
14-day trial · no card · migration included