عافية
Customer · Clinics
Alshifa Clinic, Riyadh
A GI specialist-led clinic where a missed call is a missed diagnosis and a forgotten appointment is a wasted chair. Alshifa runs NOOR on WhatsApp and voice with one non-negotiable: clinical advice is never the agent's job.
-44%
no-shows within 8 weeks — reminders plus one-tap reschedule
100%
overnight questions answered within 40 seconds, weekends included
0
clinical advice given by NOOR — protocol forbids it, platform enforces it
The flow
A clinic's hardest hours, handled
A worried patient, at 2 a.m.
A patient (or a parent) messages asking “can I see Dr. Hakim tomorrow morning?” — the hours a clinic never answers. NOOR responds immediately, in the language the patient used, and asks what they need booked without overstepping: symptoms, urgency, or a specific doctor.
Triage by rules, not vibes
Per Alshifa's protocol, NOOR distinguishes: a routine appointment (booked against the real slot logic), a medication question (fixed reply + forwarded to the medical team), and anything urgent (immediate escalation with the full transcript). It never advises on treatment. Ever.
Reminders that cut no-shows
Every confirmed appointment gets the 24h and 2h reminders, with reschedule built into the same thread. A patient who can't come taps reschedule and picks a slot — no phone tree, no voicemail, no lost booking.
The day in one screen
The front office closes the day with: 41 conversations, 33 appointments booked or moved, 4 escalated to medical, 4 medication questions forwarded. All transcripts retained per medical records policy, all patient data masked in the staff dashboard.
Guardrails a clinic signs off on
- — Appointment-only scope: NOOR books, reschedules, and reminds. It never diagnoses, never suggests treatment, never interprets labs. The moment a message gets clinical, it's flagged and forwarded.
- — Doctor-by-doctor slot lists: Dr. Hakim's availability, the residents' availability, and the Saturday rule — all from the approved schedule, never guessed.
- — Bilingual by default: Arabic and English per conversation, medical terminology handled in both registers.
- — Records discipline: transcripts retained under the clinic's retention policy, patient identifiers masked on staff views, exportable on demand.
The escalation the team values most
“When someone writes at night and gets a fast, calm, correct-scope answer instead of a voicemail, they walk in calmer the next morning. The front desk stopped being the clinic's only after-hours brain.”
— Front Office Lead, Alshifa Clinic
Next customer: a 5-star hotelنور
Your front desk, awake.
Alshifa's shadow week: 12 days of NOOR answering beside the team. Zero clinical advice events. The handover went through on day 13.