Less time on the phone, fewer missed calls
Patients call when it suits them: before work, at lunch, in the evening. A practice that answers only during opening hours, and only when someone is free, misses part of those calls. RingLily picks up every call, at the same time if several patients ring at once, so the line is never busy and your team can stay with the patients in front of them.
What it handles for a practice
- Appointment requests: it offers free times within your booking hours and books the one the patient picks, with the appointment length, minimum notice and booking window you set (Growth and Pro plans). See appointment booking.
- Practical questions: opening hours, holidays, address and parking, which services you offer, prices for private services, what to bring, cancellation rules. It answers from the information you write and says so when it doesn't know.
- Messages for the team: prescription renewal requests, questions for a doctor, results enquiries and anything else that needs a person. Each message has the caller's name, number and reason, and urgent ones are flagged and emailed at once.
- Transfers: when a caller needs a person, it can pass the call to the desk or another number during opening hours (Growth and Pro).
- Several languages: it speaks English, Spanish, French, German, Italian, Portuguese and Polish, and can switch when a patient prefers another language.
Urgent calls: your instructions, not the AI's judgement
RingLily isn't a triage service and gives no medical advice. You decide what it tells callers about urgent problems: for example to call the emergency number, the out-of-hours service in your area, or the on-call doctor. It repeats your guidance, takes the patient's details, and marks the message as urgent. Write this guidance carefully and test it in the chat before patients hear it; our setup guide explains how.
Privacy and the rules on AI calls
Every greeting tells patients they're talking to an AI assistant and that the call is transcribed, as the EU AI Act requires for systems that talk with people. RingLily stores a written transcript, not an audio recording, deletes it after the retention period you set (90 days by default), and shows it only to your team.
RingLily doesn't hold HIPAA or other health-sector certifications. Practices handling health data should check with their data protection or compliance advisor what the assistant may collect, and add a rule such as "Don't ask about symptoms: take a message for the doctor". More in AI on the phone: the rules.
Getting started
- Pick the receptionist or appointment-booking template and give your practice name.
- Add opening hours, closed dates, booking hours and the length of an appointment.
- Write what patients usually ask, your rules, and what to say about urgent problems.
- Test the assistant in a chat, then forward your practice's calls to it: all of them, after hours, or only the ones nobody answers.