Exotel’s automation magic helping UAE’s Medcare treat patients, not paperwork

Here's a stat that'll make any hospital administrator sit up straight: Medcare Hospitals in the UAE slashed their no-show rate by 75%. That's not a rounding error — it's a radical shift. The secret? Not a shiny new wing or a team of consultants, but a humble, intelligent voice platform from Exotel.

In a world where every second in a hospital counts, Medcare decided to cut the fat from its communication process. The result? Nurses got back over an hour a day. Appointment slots stopped going to waste. Patients showed up. Satisfaction soared.

As Kowshik Bhattacharjee, Head of Service Excellence and Patient Experience at Medcare, put it: "This solution has been a game-changer. Nurses no longer spend hours calling patients, which means more time for clinical care."

How does it work?

Exotel's system isn't flashy, but it's clever. And that's the point. Here's what it does under the hood:

• Automated voice reminders ping patients before appointments — smartly, not spammy
• Multi-touch follow-ups make sure folks either confirm, cancel, or reschedule
• Intelligent call routing takes humans out of the loop for the routine stuff
• Real-time dashboards let staff track what's working (and what's not)

What used to be a clunky, manual game of phone tag is now a sleek, automated rhythm. Appointments flow smoother. Schedulers breathe easier. Patients get nudged at just the right time — like a gentle tap on the shoulder instead of a blaring alarm.

Why does it matter?

Because every minute a nurse spends dialing phones is a minute not spent with a patient. That tradeoff isn't just inefficient — it's unsafe.

Thanks to Exotel:

• Nurses gained back over an hour a day — time that's now spent on patient care, not admin
• Documentation compliance jumped from 60% to 90%
• Net Promoter Scores (NPS) — a measure of patient satisfaction — climbed
• Revenue-impacting no-show rates dropped from 20% to just 5-7%

In Bhattacharjee's words: "Patient NPS scores have improved as our team can now focus fully on patient needs."

It's not just about streamlining — it's about re-humanizing healthcare by clearing out the digital noise.

The context

Healthcare is drowning in complexity. From endless paperwork to patients ghosting on appointments, it's a system that too often puts burden before care.

Medcare, one of the UAE's leading hospital groups, saw that problem and chose to tackle it at the root: communication. By teaming up with Exotel, they weren't just buying a tool — they were betting on a new way of working.

As Exotel's co-founder Sachin Bhatia put it: "We believe in creating communication systems that don't just improve operational efficiency — they enable more human, compassionate interactions."

Bhatia isn't exaggerating. Exotel already facilitates over 25 billion conversations a year for 7,000 clients. It's not new to this game — it's rewriting the rules with AI, bots, and voice tech that knows when to step in, and when to step back.

For Medcare, that's meant fewer no-shows, happier patients, and a staff that's finally able to focus on healing, not hustling.

It's a simple fix, really. Just let the machines handle the reminders — so the humans can do the caring.