Mackenzie Health reduces patient inbound calls by 30% and speeds up referral-to-appointment scheduling by 20%+
August 7, 2026
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Owen Sound Medical Imaging (OSMI) is a community imaging clinic serving patients across the Grey-Bruce region of Ontario. It is owned and led by radiologists who also practice at the region’s largest public hospital network. The clinic’s Managing Radiologist is Dr. Neil Rosta who also practices at the local hospital.
With over 50 calls a day and a small front-desk team, OSMI staff handled every call during clinic hours. But after-hours calls were stored in voicemail with no way for patients to get answers to questions about appointments, required prep or clinic policies until staff called them back the next business day.
Each morning, the team arrived to a queue of voicemails to listen through, sort and return, on top of an already full workload. As a clinic built around accessible, community-centered care, OSMI set out to close that gap with a system that could:
PocketHealth now picks up the phone after OSMI closes for the day. When a patient dials the clinic’s number after-hours, instead of a voicemail prompt they reach a live, conversational AI system that greets them, understands what they need and responds in a natural back-and-forth.
For routine questions, PocketHealth draws on the clinic’s own knowledge base, covering everything from prep instructions to parking and accessibility, and patients get answers on the spot with no callback required. For patients with more complex inquiries, PocketHealth collects patient information and a preferred callback time, then queues a structured request for staff to action the next business day. Anyone describing an emergency is told to hang up and call 911.
Integration did not require a modern phone system. OSMI still runs a traditional copper landline rather than Voice over Internet Protocol (VoIP), and PocketHealth worked with it as it was, with no new hardware, no telephony upgrade and no change to how the front desk operates during clinic hours. Through an interactive dashboard, staff easily see which overnight calls still need a human follow-up, with voicemail summaries and context already attached. Instead of listening through every message to figure out what each one needs, the team starts the day with a clear picture of what requires attention, cutting morning triage down to a fraction of what it used to take.
Beyond the metrics, the day-to-day has changed: patients get the answers they need when they need them, more complex requests are routed to staff with full context and team capacity stays focused on the patients physically in the clinic.
PocketHealth automates the operational complexity of healthcare: the manual, non-clinical work that surrounds every patient visit. For more than a decade, the company has automated this work from both the provider and patient sides, building a distinct understanding of how providers operate and how patients engage in their care. Its agentic operations platform extends that expertise across the enterprise, automating non-clinical workflows end-to-end while working inside existing systems and adapting to each site’s SOPs. The result for providers: improved capacity, financial performance and patient outcomes. PocketHealth is SOC 2 and HIPAA and PHIPA compliant, and trusted by 900+ health systems. Request a demo today.
