How Formé Medical Center cut hold-time complaints to zero

Formé Medical Center is on a mission to serve the underserved.

It cares for more than 15,000 patients, more than 90% of them Latino, on an extremely tight budget. Before AI, the front desk was in chaos: appointments slipped, patient calls were missed, and the only answer to rising volume was hiring more people. Patients complained about long holds and messages that were never returned, and staff felt the stress.

Formé brought in Confido Health to see whether AI could bring costs down without cutting care. Its bilingual AI assistant has since handled more than 41,000 calls, confirming and rescheduling appointments and reaching out to patients for preventive care. Complaints about holds and unreturned calls have disappeared.

"Before Confido Health, we had a lot of chaos. I could feel the stress from staff." — Maria Trusa, CEO, Formé Medical Center

Chaos at the front desk

Before Confido Health, Formé's phones were a constant source of stress. Appointments were missed, patient calls went unanswered, and the only way to keep up with volume was to add more staff, which a budget-conscious community clinic can't keep doing.

AI agents took on the routine calls

Confido Health's AI assistant, Sara, started handling the work that had been overwhelming the front desk: confirming appointments, rescheduling, and answering patient calls. It has handled more than 41,000 calls so far. Complaints about being left on hold or never getting a call back have stopped.

Speaking patients' language

More than 90% of Formé's patients are Latino, so the team trained Sara in Spanish alongside staff. Patients now get the same fast, accurate answers in the language they're most comfortable speaking.

Care that reaches out first

Confido Health's AI agents do more than answer calls. They reach our proactively to remind patients when they're due for preventive care, including mammograms, GYN exams, and colonoscopies as soon as a patient turns 45. Formé's team no longer has to track those reminders by hand. For one patient, the call meant more than a reminder: she started to cry, surprised that anyone cared enough to call her about her exam.

A difference in the budget and in patients' lives.

Formé started by asking whether AI could reduce costs. What it found was a way to reach more patients with more care, without adding headcount, while keeping its mission to serve the underserved.

"I would highly recommend the Confido team. With AI, I know that I'm going to make a difference not only financially, but in their lives." — Maria Trusa, CEO, Formé Medical Center