Exotel’s AI-Powered Platform Enhances Patient Care and Efficiency at Medcare Hospitals

Exotel has successfully implemented its automated communication solution at Medcare. The company claims that this collaboration has enhanced appointment management, reduced patient no-shows, improved staff efficiency, and elevated the overall patient experience.

According to Exotel, monthly no-show rates have plummeted from 21% to single-digit figures, optimizing appointment slots and boosting operational efficiency. Also, the frontline healthcare staff, particularly nurses, have reclaimed considerable time for core medical duties, resulting in better documentation compliance and increased patient and doctor satisfaction.

Kowshik Bhattacharjee, Head of Service Excellence and Patient Experience at Medcare Hospitals and Medical Centres, stated, “This solution has been a game-changer. Nurses no longer spend hours calling patients, which means more time for clinical care. We’ve seen documentation compliance go from 60% to 90%, and patient NPS scores have improved as our team can now focus fully on patient needs. The automation also helped us bring down our no-show rate from 20% to just 5%-7%, directly impacting our efficiency and revenues.”

Exotel’s solution automates appointment reminders through intelligent call routing and multi-touch follow-ups, enabling patients to confirm, cancel, or reschedule appointments in advance. This not only minimizes scheduling gaps but also facilitates better resource planning for hospital administrators.

Sachin Bhatia, Co-founder and COO, Exotel, expressed his pride in the partnership, saying, “We’re proud to partner with Medcare to support their vision of providing exceptional patient care. At Exotel, we believe in creating communication systems that don’t just improve operational efficiency—they enable more human, compassionate interactions by freeing up time for what really matters. The streamlined appointment system at Medcare with automated reminders via Voice Automation platform has led to better patient turnout and reduced manual work. A real-time analytics dashboard helps track appointments and patient behavior, enabling smarter decisions.”