Highlights
- 4,886 patient interactions handled in month one
- Full EHR-integrated scheduling
- 0 dropped, abandoned, or missed calls. Down from 26% missed.
- 30% containment rate. Hit target in the first month.
- 208 staff hours saved in a month. Over 5 weeks of an FTE.
About Pulse MD
Pulse MD is a multi-location urgent care provider serving patients across New York. In urgent care, every inbound call carries real clinical weight. Patients are calling about same-day symptoms, injuries, and time-sensitive concerns where delay isn’t an option.
Executive Summary
In early 2026, Pulse MD’s team looked at their inbound call data and didn’t like what they saw. Across 69,379 calls network-wide, 23% of patients hung up before being answered — over 16,000 abandoned calls. At their worst-performing line, only 7% of calls were getting picked up.
After partnering with Hello Patient and deploying Mia, our AI receptionist purpose-built for medical practices, Pulse MD eliminated missed calls entirely in the first 30 days. The agent handled 4,886 patient interactions, contained 30% of calls end-to-end without staff involvement, and returned 208 hours of capacity to the front-desk team.
The Challenge
Faisal Ashraf, Chief Operations Officer at Pulse MD, knew the front-desk team was working hard and still falling behind. Urgent care call volume comes in spikes, and even well-staffed lines couldn’t catch every call when volume peaked.
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The data made the gap impossible to ignore:
- 69,379 inbound calls across the network
- 23% abandonment rate — 16,028 patients hung up before reaching anyone
- 26% missed call rate — 18,086 calls never answered
- Worst-performing line: 7% answer rate (93% of patients calling that line never reached the practice)
- Network-wide answer rate of just 73%
For an urgent care group, this wasn’t an operations problem alone. It was a clinical and revenue problem. Pulse MD needed a solution that could answer every inbound call instantly regardless of volume or time of day, handle the most common urgent care inquiries (locations, wait times, services, scheduling), resolve routine questions end-to-end without front-desk involvement, deploy quickly across all locations, and maintain the warm, clinical-grade patient experience Pulse MD is known for.
Why Hello Patient
Pulse MD evaluated several voice AI solutions. Three things made Hello Patient the clear choice.
1. Clinical-grade voice quality
The product test made the decision in minutes. Low latency, natural intonation, no awkward pauses.
2. Speed of deployment
Hello Patient delivered a functional prototype in weeks, not months. Full deployment followed shortly after, at a fraction of the implementation cost and timeline of competing solutions.
3. Genuine partnership
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The Impact
Results in month one exceeded what Pulse MD expected from any voice automation solution.
Where 1 in 4 patients used to hang up before reaching the practice, every patient now reaches the agent instantly. The network's answer rate went from 73% before Mia to 100% in the first 30 days of implementing Mia, the worst-performing line went from a 7% answer rate to 100%, and the 16,028 callers a month who used to hang up before reaching anyone dropped to zero. No hold times and no rollovers.
Three operational shifts Pulse MD observed in 30 days:
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The transformation went beyond metrics. Pulse MD saw major improvements across operations and patient experience.
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What's Next?
One month in, Pulse MD continues to see containment climb week over week as Mia learns more workflows and edge cases. The team is now exploring expanded use cases: proactive outbound outreach, a chatbot integrated into their website, and waitlist management, to name a few.
For urgent care and same-day care providers looking to eliminate missed calls and recover staff capacity, Pulse MD’s first 30 days with Hello Patient offer a clear blueprint. In urgent care, response time defines patient care quality, and Mia makes it both instant.
Methodology: Results measured across Pulse MD's first 30 days of Mia deployment, April 1 – April 30, 2026, across 4 urgent care locations. All call-volume baselines are drawn from Pulse MD's pre-deployment call data.
answer rate, up from 73%
of calls resolved end-to-end
of staff time returned
Patients calling at 7 AM, 11 PM, or on a Saturday afternoon now get the same instant, warm response as patients calling mid-day on a Tuesday.
Mia resolved 1,461 calls in month one—30% containment, freeing 208 hours for patient support, insurance, and clinical handoffs.
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