One in five appointments is a no-show.

With WorkWeaver, every patient who hasn't confirmed gets a call, and freed slots go to the waitlist.

An empty dental chair in a quiet treatment room

Operations · clinics

Wednesday's day sheet.

Monday

The reminder text.

Text messageYour dental clinic: you're booked Wednesday at 9:00 with Dr Okafor. Reply C to confirm.
72confirm
18don't reply
Waits until Tuesday afternoon

Clinics in India see the same: the text goes unread, a WhatsApp gets read.

Tuesday, 3 pm

Calls between check-ins.

  • HaddadNo answer
  • ShahNo answer
  • LinNo answer
  • BellNo answer
  • SilvaNo answer
  • YilmazNo answer
  • BauerNo answer
  • OwensNo answer
  • PatelNo answer
  • QuinnReached
  • LeeReached
  • AdeyemiReached
  • NunezReached
  • RahmanReached
  • MbekiReached
  • GreeneReached
  • PopovReached
  • EllisReached

The front desk reaches 9 of 18.

No time to call the waitlist

On the monitor

The waitlist nobody calls.

A sticky note on the edge of a reception monitor

Patients who asked for an earlier slot. Their names stay on a note.

Wednesday

17

Seventeen empty chairs.

17 patients don't come. The dentists wait in empty rooms.

Wednesday · 6 clinics90 booked72 confirmed · 18 no reply9 of 18 reached by phone17 empty chairs
BookedNo reply, or empty on the day

3 hours of front-desk calls a day. And the waitlist never called.

A clinic front desk with a phone and a printed call list

With WorkWeaver

Tomorrow, full by 11 am.

An agent calls every patient who hasn't confirmed, and offers each freed slot to the waitlist.

  1. Tue 10:00The agent calls the 18 who haven't confirmed. 12 confirm.
  2. Tue 10:126 can't come. It moves each to another day, on the call.
  3. Tue 10:14It offers the 6 freed slots to the waitlist on WhatsApp.
  4. Tue 11:00The front desk gets one summary.
Wednesday · 6 clinics6 from the waitlist · 4 empty
ConfirmedFrom the waitlistEmpty on the day
Phone call to Mrs Haddad · Tue 10:12

"Hello, this is your clinic's assistant. You're booked tomorrow at 9:00 with Dr Okafor. Can you still make it?"

She can't. Rebooked for Thursday at 4:00 pm.
To the waitlist, on WhatsApp · Tue 10:14

A cleaning slot opened tomorrow at 9:00 with Dr Okafor. Reply YES to take it.

YES
Booked at 10:20.
To the front desk, in Slack · Tue 11:00

Tomorrow: 84 confirmed, 6 moved to another day, 6 freed slots filled from the waitlist. Send the new day sheet to the 6 clinics?

Empty chairs on a Wednesday

17

4

Front-desk time on reminder calls

3 hours a day

None

Waitlist patients seen

0

6

Leila, front deskSpent afternoons on reminder callsSpends the time with patients at the desk
Dr Okafor, dentistWaited in an empty roomSees a full day of patients
Sam, practice managerFound out about gaps on the daySees tomorrow's chairs by 11 am
How the calls work

Calls happen in the patient's language, at the times the clinic allows, and say who is calling. The agent never changes a treatment, only the time. Leila approves every change in one tap, with the call notes attached, and anything unusual reaches her the same morning.

Calls and WhatsApp run on the clinic's own phone and WhatsApp accounts. What the evening calls hear reaches Leila the same morning.

The front desk's day.

Only the front desk uses

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