The challenge: Qualified clinical staff spending their days leaving voicemails

Harley Street Diagnostics is a private clinic in central London offering diagnostic imaging, blood panels, and minor procedures. After every procedure, the clinic's protocol requires a follow-up call within 48 hours to check on the patient, confirm aftercare instructions, and book any necessary review appointments.
With 1,800+ procedures per month, follow-up calling had become a full-time job for two clinical coordinators. Calls that went to voicemail required second and third attempts. Patients who weren't reached within the window often missed review appointments entirely, leading to a 28% post-procedure no-show rate.
The coordinators were qualified clinical staff spending their days leaving voicemails instead of supporting patients in the clinic.

The solution: Automated follow-up within 48 hours of every procedure

Thrumble AI took over the entire post-procedure follow-up workflow. Within 48 hours of every procedure, the AI calls each patient with a natural, professional British English voice.
The call covers three things: a wellbeing check (asking the patient how they're feeling and whether they've experienced any flagged symptoms), a reminder of their aftercare instructions, and an offer to book their review appointment on the spot.
If a patient reports concerning symptoms, the call is immediately flagged for clinical review with a structured summary of what the patient described. If the patient doesn't answer, the AI retries up to two more times across a 72-hour window before escalating to the coordinator.
Every call outcome is logged automatically: patient reached, wellbeing confirmed, symptoms flagged, review booked, voicemail left, or escalated.

The results: The numbers speak for themselves

• 1,800+ follow-up calls completed per month, with an average of 1.6 attempts per patient.

• 82% of patients reached and follow-up completed autonomously. Previously, coordinators were reaching only 64% within the 48-hour window.

• Post-procedure no-show rate dropped from 28% to 10.6%, a 62% reduction.

• 147 symptom flags raised in the first quarter, each with structured data that allowed clinicians to prioritise callbacks by severity.

• Average call duration: 1 minute 55 seconds. The previous manual process averaged 7 minutes per successful contact (including admin and logging).

• 35+ hours per week freed up across the two clinical coordinators, who have since been redeployed to in-clinic patient support.

The commercial impact: £210K in recovered revenue. £95K in avoided hiring.

The reduction in no-shows alone is worth an estimated £210,000 per year in recovered review appointment revenue.
Staff redeployment has saved the clinic £95,000 per year in what would have been additional hiring costs to cover the coordinator gap.
Deployed and fully operational in 5 weeks, with the British English voice model tuned to match the clinic's professional tone.

62% fewer no-shows. 1,800 follow-ups a month. Zero clinical hours lost to phone work.