How many patient inquiries did your clinic miss this morning?
Not because your team wasn't trying. Because 9:00am on a Monday hits like a wave — appointment requests, prescription queries, cancellations — and there are only so many hands at the front desk. The patient standing at the counter needs attention. So does the phone. And the three voicemails from before you opened.
Patient inquiry management is one of the most persistent pressure points in medical practices. In this webinar, Heron founder Rohan Adarkar walks through exactly how the platform works inside a real clinic, live demo included, with a full Medtech Evolution PMS integration using the Medtech ALEX® API.
Watch the recording below.
What's in this post
The webinar recording: Heron + Medtech Evolution PMS live demo
What actually happens during a call, from answer to appointment confirmed in Medtech Evolution PMS
The real questions practice managers asked, and the answers
Watch the Webinar Recording
The Live Demo: What Patient Call Management Looks Like With Heron and Medtech Evolution PMS
Here's what the demo shows, step by step:
1. The call is answered immediately. No hold queue. No "your call is important to us." The patient is greeted and the conversation begins.
2. The patient is identified using Medtech Evolution PMS contact data. Heron confirms the caller's date of birth, name, and phone number, cross-referencing directly with the clinic's Medtech Evolution PMS records. Caller and patient are recorded as separate entities, which matters for situations like a parent calling on behalf of a child.
3. Intent is captured through natural conversation. The patient says what they need in plain language. Heron understands the intent and responds accordingly. No "press 1 for appointments, press 2 for prescriptions."
4. Availability is checked live against the Medtech Evolution PMS schedule. When the patient requests a specific doctor and time, Heron queries via the Medtech ALEX® integration in real time. If that slot isn't available, it offers alternatives. In the demo, the patient's first preference (10:00am Friday) wasn't available, Heron offered 11:00am or 11:30am, the patient chose 11:30am, and the booking was confirmed.
5. The appointment is written directly into Medtech Evolution PMS before the call ends. No summary sent to a receptionist to action later. No manual data entry. The slot is taken, the booking is live, and the patient has their confirmation before they hang up.
6. Everything lands in the Heron dashboard. Your team sees a structured record: caller name, intent, call transcript, audio recording, and a plain-language summary of what was discussed and what was actioned. The workflow board moves the call from new → scheduled automatically.
What Practice Managers Asked — The Q&A in Full
The audience for this webinar was experienced GP clinic staff. The questions they asked go straight to the practical concerns any practice manager would have before considering a change to how calls are handled. Here are the most relevant ones:
Can Heron handle a practice with 10 incoming phone lines? Yes, unlike a human reception team, the platform scales to handle multiple simultaneous calls. There's no queue from Heron's end; it's limited by your phone infrastructure, not by capacity on the platform side.
How does it connect to our existing phone system? Heron adds as an extension on your current SIP-based phone setup. There are three deployment options: Heron as overflow (answers when human lines are busy), Heron as primary (handles all calls, humans as backup), or patient-choice (callers can select either). Whichever you choose, the Medtech ALEX® integration stays live.
What if a patient wants to speak to a human? At any point, the caller can ask to be transferred. Heron routes them back to your team, and can prioritise them in the queue rather than sending them to the back of the line.
How does it handle after-hours calls? Heron knows your operating hours. After hours, it tells the caller the clinic is closed, takes their details, and queues the inquiry for follow-up the next morning.
What about duplicate patient records in Medtech Evolution PMS? Where duplicates exist, Heron flags the call for human review rather than guessing. Ambiguity is escalated, not assumed away.
Can a caller book for a family member? Yes. Heron supports relationship-linked contacts — a parent can call and book for a child, the caller and patient are recorded as separate entities throughout.
How long are call recordings stored, and who manages the data? Recordings are stored in encrypted Google Cloud infrastructure, at rest and in transit. Default retention is 90 days, fully configurable per clinic. Heron is currently completing penetration testing and SOC 2 compliance review.
Does Heron work across multiple clinic locations? Yes, multiple sites can be managed from a single dashboard, with separate settings, operating hours, and workflows per location.
Ready to See It in Your Own Clinic?
Talk to the Heron team about your call volume, your current phone setup, and how a Medtech Evolution PMS integration would work for your specific workflows.
