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For polyclinics and medical centres

Let AI answer your clinic’s phone.

Hastam is an AI receptionist that answers your clinic’s phone. It talks with the caller, takes the appointment request and puts it on your screen. Approval stays with you.

Request a demoHow it works

1Your patient calls the clinicHastam calls your patient

2AI picks up and talksAI talks

Akademi Polyclinic

AI is talking00:24

  1. AI

    Akademi Polyclinic, welcome. This call is being recorded. How can I help you?

  2. Patient

    My ear has been hurting for two days. I would like to see a doctor.

  3. AI

    I hope you feel better soon. In ENT, Dr. Zeynep Arslan is free tomorrow at 11.30 and 15.00. Which suits you?

  4. Patient

    11.30 works.

  5. AI

    I have taken your request for 11.30 tomorrow. Once the clinic approves it, I will call you to confirm.

3The result lands on your screenThe result lands on your screen

Your clinic’s screenSample data
Ayşe Yılmaz00:24

Calendar

Ayşe Yılmaz

Dr. Zeynep Arslan · ENT

Wed 11.30

Awaiting approvalApprove
  1. 1

    Your patient calls the clinic

    The number they already know. No app, no keypad menu.

  2. 2

    AI picks up and talks

    It listens, then finds the right doctor and a free time.

  3. 3

    The result lands on your screen

    You decide, and the patient is told.

Tue 10.42On the phone

It talks like a front desk. It checks the calendar, takes notes, calls back.

There is no keypad menu. Patients describe the problem in their own words. The assistant keeps it short, asks one thing at a time and writes what it did into your dashboard.

  1. 01

    “I would like an appointment for an examination.”

    Takes an appointment request

    It writes it into a slot that is free in the doctor’s calendar at that moment. The request becomes an appointment once your clinic approves it.

  2. 02

    “I cannot make my appointment tomorrow.”

    Cancels and reschedules

    It moves the appointment to another time with the same doctor. The new time comes to you for approval again.

  3. 03

    “My ear has been hurting for two days.”

    Routes the complaint to a department

    Patients do not need to know the department’s name. They describe the complaint and the assistant finds the right department and doctor.

  4. 04

    “I wanted to ask about my test results.”

    Takes a message

    It notes what it cannot answer and your team sees it in the dashboard. The doctor writes and approves an answer, and the assistant calls the patient and reads it out.

  5. 05

    “I feel pressure in my chest.”

    Says 112 first

    When it hears an emergency symptom, the first thing it says is 112. Your team can take over the live call from the dashboard, and the assistant goes quiet.

  6. 06

    “I am calling to remind you of your appointment.”

    Calls the patient itself

    It tells them the request was approved, reminds them of the visit, offers a freed slot and checks in after the appointment.

Tue 10.43During the call

A sample call

Watch one call from start to finish.

On the left, the conversation the patient hears. In the middle, the rules the system applies at that moment. On the right, the result your team sees on the dashboard.

Sample data
00:35 / 00:35

The patient hears

Zehra ŞahinCall ended · 00:33
  1. Assistant

    Akademi Polyclinic, welcome. This call is being recorded. How can I help you?R1

  2. Zehra Şahin

    My daughter has been coughing for three days, I would like a doctor to see her.R2

  3. Assistant

    I hope she feels better soon. May I have your daughter’s date of birth?

  4. Zehra Şahin

    12 March 2019.R3

  5. Assistant

    In Paediatrics, Dr. Selin Aydın is free tomorrow at 10.30 and 16.00. Which would you like?R4

  6. Zehra Şahin

    10.30 is fine.R5

  7. Assistant

    I have taken your request for tomorrow at 10.30. When our clinic approves it, I will call you to confirm.R6

  8. Call endedR7

The system enforces

  1. R100:02

    Recording notice read

    Inside the greeting, word for word. It is logged the moment it is read.

    Read
  2. R200:10

    Complaint matched to a department

    Using the department descriptions you wrote.

    Paediatrics
  3. R300:16

    Age limit checked

    Against the age range the doctor sees, before any appointment is written.

    Ages 0-16, within range
  4. R400:17

    Free times worked out

    From the doctor’s working hours, blocked periods and existing appointments.

    Tomorrow 10.30 · 16.00
  5. R500:25

    Time rechecked before it is written

    Against the doctor’s calendar as it stands at that moment.

    Still free
  6. R600:26

    Appointment written as a request

    Every appointment taken by phone is a request until your clinic approves it.

    Awaiting approval
  7. R700:33

    Call summarised and labelled

    The sentence the label rests on sits next to it.

    Appointment request

Your team sees

Dr. Selin AydınPaediatrics · Tomorrow
Deniz Acar09.30 - 10.00
Elif Kurt10.00 - 10.30
Mert Yıldız11.00 - 11.30
Ada Güneş11.30 - 12.00
Zehra Şahin (daughter)10.30 - 11.00 · Awaiting approval
Lunch break

Call outcome

A relative asked for a Paediatrics appointment for her daughter’s cough. A request was created with Dr. Selin Aydın for tomorrow at 10.30.

Appointment requestMain reason
My daughter has been coughing for three days, I would like a doctor to see her.

When you approve the request, the patient is called and the appointment is confirmed.

Tue 10.44In the dashboard

What it does

Calls become tasks on your screen.

The assistant takes the appointment request, passes the message to the doctor and flags the urgent call. Approval and decisions stay with your clinic.

Sample data

Appointment requests

The assistant takes the request; it lands on the calendar for you to approve.

Cancel and reschedule

Patients cancel or move their appointment on the phone.

Messages for the doctor

A question the assistant cannot answer lands in the doctor’s Requests.

Urgent flag, live takeover

The assistant says to call 112 first; if the dashboard is open, your staff take the call over.

New patient registration

A caller with no record is registered by name during the call.

Waiting list

A freed slot is offered to waiting patients one at a time.

Reminder and confirmation calls

Patients are called before the appointment and can confirm, move or cancel.

Tue 10.58Approval

The assistant talks. Your team decides.

You approve appointment requests, take over an urgent call live, and the assistant reads the doctor’s written answer to the patient.

An animated replica of the Hastam clinic dashboard with sample data, shown in Turkish as in the product: the live call screen, a multi-doctor day calendar, the outbound call list and the patient request inbox.

Sample dataA replica of the dashboard with sample data. The product’s interface is in Turkish.

Tue 14.00Outgoing calls

Outbound calls

The assistant also calls your patients.

For confirmations, reminders, freed slots, follow-ups and call-backs. Every call is placed within the hours your clinic sets; if the patient does not answer, the assistant tries again at intervals.

Ayşe Yılmaz••• 48 21

On the dashboardPatient informedWed 10:30, Dr. Mehmet Kaya
Sample data

Confirmation

If the patient does not answer, it tries again after 10 minutes, then after 4 hours.

Routine, up to 3 attempts

Attempts

  1. Attempt 111:20RingingNo answer
  2. Attempt 211:30RingingConnected
  3. Attempt 315:30Not needed

Calling hours

09:00–19:00

  • 2 calls a day, 5 a week

    The default limit on routine calls per patient. Only calls that actually ring on the patient’s phone are counted.

  • The patient has the last word

    Settings are read in the order clinic, doctor, patient. The setting closest to the patient applies.

  • A declined request does not wait

    The assistant calls the patient at once and offers another time. This call may ring outside calling hours.

  • Patients who opt out are not called

    Reminders and follow-up calls can be switched off for each patient.

Rules

Rules

An assistant can be talked round. A rule cannot.

Telling an AI not to do something is a request. In Hastam it is the system, not the assistant, that writes the appointment and starts the call. Try four of the rules yourself below.

Sample dataYou set the hours and the limits on the dashboard.

  1. 1 · AssistantAsks.

    It listens to the patient, works out what is needed and asks the system for it.

  2. 2 · Your rulesDecide.

    Approval, age limit, calling hours and the call limit are checked here.

  3. 3 · SystemDoes it, postpones it or does not.

    You see the result and the reason on the dashboard.

Rule 01Calling hours

A routine call is placed only within the hours you set.

A call that falls outside the hours is not cancelled, it is postponed. The hour is checked once more just before the call is placed.

09:00–19:00
  • Appointment reminderAyşe Yılmaz · appointment Fri 14:30Postponed: outside calling hours
Postponed

The next attempt is tomorrow at 09:00. The call was not cancelled and no attempt was used up.

Rule 02Call limit

A patient receives at most two routine calls a day.

Reminders, freed-slot offers and follow-up calls draw on the same budget. A call that goes unanswered counts too. The default is 2 a day and 5 a week.

Ayşe Yılmaz · today2/2
  • Appointment reminder10:02 · no answerCalled
  • Freed-slot offer14:15 · patient answeredCalled
  • Follow-up calldaily limit reached (2)Postponed
Postponed

The third call is not placed today, it waits until tomorrow. A patient cannot tell which feature rang them; that is why the budget is shared.

Rule 03One record

Two calls for the same appointment and reason are never queued.

One record is opened for each appointment and each reason to call. However many times the hourly sweep runs, there is one record. The queue is not lost if the system restarts.

The hourly sweep has run 3 times
  • ConfirmationAyşe Yılmaz · Fri 14:301 record
  • Appointment reminderAyşe Yılmaz · Fri 14:301 record
Already queued

No new record was opened. Confirmation and reminder are separate reasons, which is why they are two records.

Rule 04Age limit

The doctor’s age limit is checked before an appointment is written.

The limit is tied to the code that writes the appointment, not to the conversation. Even if the caller talks the assistant round, the result does not change. If the age is unknown, the assistant asks.

Dr. Zeynep Arslan · ages 8 and over6 years old
  • Appointment requestMon 10:00 · patient is 6 years oldNot written
Not written

The request is not written. The assistant says that this doctor sees patients aged 8 and over, and directs the caller to another doctor.

These four rules are examples. Identity verification, walk-in departments and the patient’s own calling preference are enforced in the same place.

Recording and privacy

Recording, identity and privacy

You decide who sees what.

The recording notice, the identity check and the permissions run inside the product. This is how each one works.

  • The recording notice is spoken in the greeting

    The assistant says the call is recorded in its first sentence. The moment it is said is written to the call record with its time.

  • No details before the identity check

    If you switch it on, the assistant asks for the TC identity number. Without the check the system does not give out appointment details. The patient record keeps a hash of the number and its last four digits.

  • Phone numbers are masked in lists

    The dashboard lists show only the last digits of a number.

  • Each role sees its own area

    The front desk manages appointments and calls and has no access to clinical records. You set the permissions.

  • Recordings stay in private storage

    A recording has no open link. When someone asks to listen, their permission is checked.

  • Your team can listen in or take over

    A call flagged as urgent moves to the top of the dashboard. An authorised person listens in or takes the call over.

Questions

Questions

Questions clinic owners ask.

If your question is not answered here, you can ask it in the demo.

Do you have another question?In the demo we talk it through with your own clinic in mind.

Request a demo

Does the patient need to download an app?

No. Your patient rings the number of your clinic that they already know, and talks. There is no app, no password and no keypad menu.

Does Hastam book the appointment directly?

No. The assistant finds a free time and files an appointment request. You approve the request on the dashboard. After that, Hastam rings the patient and confirms the appointment.

What happens if the caller has an emergency?

The assistant first tells them to call 112. The call is flagged as urgent on the dashboard and your team is alerted. An authorised member of staff can take the call over live.

Which languages does Hastam speak?

Turkish is the main language. English is also available.

Can Hastam ring patients itself?

Yes. It rings for five reasons: appointment confirmation, reminder, the offer of a freed time from the waiting list, a follow-up call and a call-back. Routine calls are made on the days and at the hours you set.

What happens if the assistant cannot answer a question?

It takes the patient’s message and passes it to the right doctor. The message shows on the dashboard. Your team gets back to the patient.

What does Hastam not do?

It does not diagnose and gives no medical advice. It does not write or renew prescriptions. It does not quote prices on the phone and sends no SMS.

How are calls recorded, and who can listen?

The assistant says in the greeting that the call is recorded. Recordings stay in private storage. Only the people you give permission to can listen to them.

How does setup work?

Hastam is set up separately for each clinic. Your departments, doctors and working hours are entered into the system. To start, request a demo.

Who is behind Hastam?

Hastam is a GBO Vision company. You can read about the company at gbovision.com.

NowYour turn

Demo

Let us listen to a call together.

We listen to a sample call and look at how the request shows up on the dashboard.

Demo request

Once we have your request we call you and plan a demo around your clinic.

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