Automatically answering 40% of 20,000 weekly calls
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See what Confido Health can do for your practice.
Dallas Renal Group fields about 20,000 patient calls every week
As the practice grew from one or two clinics to more than a dozen, the phones became a real pressure point. They rang constantly, staff were interrupted while caring for patients, and calls that came in after hours went unanswered.
Dallas Renal Group brought in Confido Health to take on that volume. Today Confido Health handles 40% of those calls automatically, about 8,000 a week that never need a staff member. Patients get an answer within seconds, missed calls have dropped significantly, and front-desk staff field far fewer calls each day.
"When you go from one or two clinics to a dozen or more clinics, phones become really a pressure point."
— Srinivas Danda, COO, Dallas Renal Group
Growth turned the phones into a pressure point
Every new clinic brought more calls, and the phones rang all day. Staff were trying to care for the patients in front of them while answering calls at the same time. For many patients the most convenient time to call was after hours, when there was nobody there to pick up.
A system that could grow with them
Dallas Renal Group wasn't looking for a stopgap. It needed a smarter, more reliable system that could scale with the practice and give patients a consistent experience across every clinic. It chose Confido Health because Confido is built specifically for healthcare, where handling patient calls with compassion matters.
Every call reaches the right place, in seconds
Patients can call any Dallas Renal Group number. Confido Health's AI answers right away, resolves what it can, and routes everything else to the right office and the right person. Patients get an answer within seconds, and they trust that it's accurate. The number of calls that are never answered has dropped significantly.
Fewer calls for staff, and the important ones
With 40% of calls handled automatically, the load on the front desk has fallen sharply. Danda estimates that staff went from about 130 calls a day to about 70. The calls that do reach staff are the ones that make a real difference to patient health.
"Patients are happy because their calls are getting answered quickly. Staff is very happy because now they have to handle fewer calls, and the important calls that make an impact for patients' health."
— Srinivas Danda, COO, Dallas Renal Group
