Nextera Health
Healthcare · 85 employees · London, UK
Automated appointment reminders, rescheduling, and patient intake — freeing clinic staff to focus on care.
62%
Reduction in No-Shows
Deployed in 4 weeks
Conversational Voice & Chat AgentsResults
No-Show Rate
Before
28%
After
10.6%
Annual Revenue Saved
Before
£0
After
£780K
Staff Hours Saved / Week
Before
0
After
48+
Patient NPS Score
Before
42
After
71
AI-Handled Interactions
Before
0%
After
89%
Intake Processing Time
Before
15 min
After
3 min
Data
Nextera Health operates 12 clinics across London with 340+ appointments daily. Their no-show rate averaged 28%, costing approximately £1.2M annually in lost revenue. Front-desk staff spent 4+ hours daily on manual reminder calls, often reaching voicemail. Patient intake forms were paper-based, causing 15-minute delays per appointment and frequent data entry errors.
We deployed voice AI agents that handle three critical workflows: (1) proactive outbound reminder calls 48h and 2h before appointments with one-tap rescheduling; (2) inbound phone agent for scheduling, cancellation, and FAQ handling; (3) WhatsApp-based pre-appointment intake form collection with smart validation. All synced to their Salesforce Health Cloud.
Week 1: Mapped patient journey across booking, reminder, intake, and follow-up touchpoints. Week 2: Built voice agent with NHS-approved conversation templates and GDPR-compliant data handling. Week 3: Deployed across 4 pilot clinics with A/B testing against manual process. Week 4: Full rollout to all 12 clinics after pilot showed 58% no-show reduction.
Outcome
No-show rate dropped from 28% to 10.6% within 60 days — saving approximately £780K annually. Digital intake forms reduced per-patient processing time by 12 minutes. Front-desk staff reclaimed 48+ hours weekly across all locations. Patient satisfaction (NPS) improved from 42 to 71. The voice agents now handle 89% of all scheduling interactions without human intervention.
“Our clinicians were exhausted by admin overhead. Now, the AI handles scheduling, reminders, and paperwork before patients even walk in. We've cut no-shows by more than half and our NPS jumped almost 30 points. It feels like we added 20 staff members overnight.”
Dr. Priya Sharma
Clinical Director, Nextera Health
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