Vital360
Patient Experience at scale
From first enquiry to long-term care continuity
Care gaps buried in discharge summaries, follow-up care that never gets scheduled, feedback that gets collected but never resolved. HealthFoundry's Customer Growth agents surface what your operational data already knows and support your teams to act on it.
What We Address
Customer relationship management in healthcare
is four interacting systems, not limited to only leads.
Our engagement begins with an Outcomes-Driven Optimisation Blueprint, a structured audit of your current state across all four CRM systems, before we configure a single agent.
Agents that support the full acquisition journey from first digital enquiry through to a confirmed admission. Every step in the pipeline is tracked, with agents triggering the next action automatically and escalating non-responders to human follow-up.
- Lead pipeline management across channels (web, referral, walk-in)
- Estimate generation from HIS data, with human review before dispatch
- Appointment reminder and confirmation sequences, multi-touch, multi-channel
- No-show risk identification, flags high-risk appointments for proactive outreach
Actionable follow-up requirements exist in every discharge summary, prescription, lab report, and radiology result your hospital generates. Most are never systematically acted on because extracting them manually at scale is not feasible. The Care Continuity Agent reads these documents and surfaces care gaps for your team to act on.
- Care gap identification from unstructured clinical documents (discharge summaries, radiology reports, lab results)
- Outreach orchestration, personalised follow-up communication with human review for clinical content
- Post-discharge care management and chronic disease programme continuity
- Non-responder escalation to phone-based follow-up
Agents trigger feedback collection at the right point in the patient journey - not as a generic post-discharge survey blast. Responses are classified, routed to the right team, and tracked through to resolution. Patterns across channels surface to operational leadership.
- Feedback collection triggering at the right point in the patient journey
- Sentiment classification and routing to the appropriate team
- Service ticket management and escalation alerting for critical feedback
- External platform monitoring (Google Reviews, social media)
- Resolution TAT tracking and breach alerts
Service excellence is measured by the patient and they experience it through waiting times, diagnostic turnaround, and how smoothly admission and discharge proceed. Agents monitor TATs in real time and surface breach alerts before they happen, giving operational teams time to intervene rather than explain.
- Real-time TAT monitoring across service lines (radiology, lab, OT, ward)
- Breach alerts before they happen, not retrospective reporting
- Bottleneck identification within radiology and lab workflows
- Discharge readiness coordination, flags patients ready for discharge to reduce bed occupancy delays
Care Gap Extraction
The highest-leverage capability in the domain
Every discharge summary contains actionable follow-up requirements. Most are never systematically acted on because extracting them manually at scale isn't feasible. Our Care Continuity Agent reads the document and surfaces the care gap for your team to act on.
Patient was admitted on for . Post-operative recovery was unremarkable. Haemoglobin levels were within expected range. Follow-up in 6 weeks for wound inspection and suture removal. Oral medications prescribed for 10 days.
Imaging findings: . Repeat imaging advised in 3 months to monitor response. Patient counselled on dietary restrictions. noted with no acute clinical significance. Please review at next consultation.
Agents
Two agents, working in concert
Every agent in the platform is semi-autonomous: it reads, identifies, surfaces, and recommends. Your team reviews and decides.
Manages outreach queues for acquisition leads and retention follow-ups. Triggers communications at the right point in the patient journey. Tracks responses and non-responses. Escalates non-responders to phone-based follow-up.
- Acquisition lead pipeline management
- Multi-channel outreach sequencing
- Non-responder escalation workflows
- Appointment reminder and confirmation
Reads discharge summaries, prescriptions, radiology reports, and lab results to identify follow-up requirements. Generates structured care gap records for the retention team's review. Orchestrates the outreach sequence with human oversight at each stage.
- Discharge summary extraction (HL7, FHIR, CCDA)
- Structured care gap generation for human review
- Post-discharge outreach orchestration
- Chronic disease programme continuity tracking
What to Expect
Indicative outcomes from deployed agents
Ranges are indicative. Actual outcomes are defined during the Audit phase based on your current baseline.
How We Start
Our Outcomes-Driven Transformation Blueprint
We audit before we automate. Every engagement begins with this structured process so every agent we deploy is configured against a validated, evidence-based baseline.
Validate your current KPIs across all four systems and attribute performance gaps to People, Process, Tools, or Data.
Map your actual workflows through structured sessions and shadowing, covering all significant variants by patient type and service line.
Specify the agent interventions that address your highest-impact, most addressable bottlenecks with target KPIs for each.
Staged pilot in one system or unit before broader rollout. Change management is built in from day one supported by our forward deployed engineers.
Continuous improvement from operational feedback, exception analysis, and outcome tracking against target KPIs.
Agents improve from operational use. Scope expands as confidence builds. Human oversight governs every stage.