Fennel Health
Healthcare
2025
9 weeks
Cliniko / Twilio / OpenAI / Google Sheets
No-shows across nine clinics
Intake forms checked each month
Full-time roles of desk time returned
[CASE] Field notes
Written with the client team. Numbers are measured against the eval set agreed in the audit.
The problem
Fennel runs nine physiotherapy and sports-medicine clinics. Intake forms came back incomplete, follow-ups were booked by phone, and one in six appointments was a no-show.
What we built
An intake agent checks every form the moment it is submitted, asks the patient for anything missing by text, and prepares a one-page summary for the clinician. A scheduling agent offers follow-up slots after each visit and sends reminders in the patient's preferred language.
How it runs
The agents never give clinical advice. Anything that looks like a symptom question goes to a person within five minutes during opening hours. Patient data stays in the practice system; the agents only see the fields they need.
Results
No-shows fell by 37% across the group in the first quarter. Front-desk teams got back the equivalent of two full-time roles, which Fennel used to extend opening hours.
[Q] From the client
Dr. Ayesha Malik, Clinical Operations Lead, Fennel Health
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