Highlights
- 4,886 patient interactions handled in month one
- 0 dropped, abandoned, or missed calls. Down from 26% missed.
- Full EHR-integrated scheduling
- 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 rolling out an AI agent 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.
{arman-choudhury-1}
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 is a clinical and revenue problem as much as it was an operations 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 needing a human, roll out 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
Beyond the product, Pulse-MD pointed to how closely the Hello Patient team worked with them through launch and the weeks that followed.
{arman-choudhury-2}
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 go-live to 100% in the first 30 days, 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.
In late June, Pulse-MD turned on Hello Patient web chat on their website, so patients now get the same fast answer whether they call or type. The chat answers patient questions about services, hours, locations, and cost, and routes anything it shouldn't handle to the right place.
Three operational shifts Pulse MD observed in 30 days:
{stat-cards}
Beyond the numbers, Pulse-MD saw the change in two places, the patient experience and how the front-desk team spent its day.
{callout-cards}
What's Next?
Pulse-MD continues to see containment climb week over week as the agent learns more workflows and edge cases. Web chat on their website, powered by Hello Patient, went live in June 2026, giving patients the same fast and helpful answers they need. The team is now exploring more use cases, including proactive outbound outreach and waitlist management.
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 the agent makes it 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 without a human
of staff time returned
Every caller reaches the practice on the first try now, around the clock, and gets the same warm answer whether the lobby is quiet or packed.
The agent resolved 30% of calls on its own in month one, letting the front desk focus on patient support and clinical handoffs.
.svg)
