How a Hospital Reduced Call Errors With MedMessage Automate

Hospitals face constant pressure to handle high volumes of patient communication quickly, accurately, and securely. When message intake errors occur — especially by nonclinical staff — they can result in care delays, miscommunication, and preventable patient death. Below, we explore how a hospital reduced call errors with MedMessage Automate, our AI-powered tool that helps patients self-report their symptoms.

The Challenge: Manual Intake Meets Modern Demands

Like many hospitals, this facility relied on nonclinical operators to take patient calls and document messages for clinical review. However, their manual intake process posed several problems:

• Urgent messages were sometimes delayed.
• Callers were frustrated by having to wait on hold for assistance.
• There were growing concerns about staffing costs.

The Solution: Standardized Intake Using AI

Here’s how MedMessage Automate benefited this hospital.

• AI-Powered Prompts: Patients received real-time guidance through a secure SMS link. It analyzed the symptoms that they typed and generated pertinent follow-up questions for cases it identified as potentially more severe.
• Structured Message Templates: Intake became standardized, ensuring all necessary information was captured and routed correctly.
• Escalation Triggers: The system made it easier for responding triage nurses to identify urgent messages and respond appropriately.
• Operator Confidence: New and existing staff felt more supported and less overwhelmed, leading to far fewer errors during peak call times.

Streamlined, Scalable Intake

Shortly after implementation, the hospital saw measurable improvements, including:

• A significant drop in delayed escalations for urgent cases.
• 60% of calls diverted to self-service.
• 3-7 minutes saved per patient interaction.

These results not only improved patient care — they also lightened the administrative load on clinical teams and improved call center morale.

Your Hospital Can Do the Same

MedMessage Automate proves that reducing call errors doesn’t require more staff — just smarter systems. If you’d like to see how it can benefit your team, let’s schedule some time for a demo!