Case study · Ophthalmology

How Hubert Vision keeps answering the phone while the team is with patients

Hubert Vision is an ophthalmology practice with sites in Bertrange (Luxembourg) and Arlon (Belgium). Since 31 May 2026, CliniCall’s French-speaking assistant, Camille, has answered the practice phone.

Camille, Hubert Vision’s assistant, runs on the first version of CliniCall: she introduces herself as the practice’s voice assistant at the start of every call and turns requests outside her rules into callback requests. Practices set up since September 2026 use the version described on the How it works page.

The challenge

Most calls to an ophthalmology practice arrive during consultation hours, when the team is with patients. Calls peak in the middle of the morning and again in the early afternoon.

Many of those calls are routine: booking a consultation, moving an appointment, asking about surgery logistics. Each one still pulled someone away from a patient.

The setup

The assistant is connected directly to Mikrono. It identifies patients by date of birth, creates files for new patients, offers real free slots and books, moves or cancels appointments, at the right site.

The practice’s rules are built in: which site takes urgent cases, what can be said about surgery preparation, and when a request must go to the secretariat. Anything outside those rules becomes a callback request with a summary in the practice’s dashboard.

The results so far

Production data from 31 May 2026 to 1 October 2026.

calls answered: 751
appointments booked directly in Mikrono: 165
different callers: 469
median call length: 1 min 54 s

Between June and September, the number of calls the assistant answered each month went from 154 to 173. Only about 5% of calls came outside weekday office hours: the value is in answering while the team is busy, not only at night.

Calls answered per month

31 appointments rescheduled

62 new patient files created

Hubert Vision, ophthalmology, Luxembourg and Belgium · production data from 31 May 2026 to 1 October 2026

What Camille handles

New appointment bookings, by consultation type and site
Rescheduling and cancelling existing appointments
Identifying existing patients and creating files for new ones
Practical questions about surgery preparation and payment
Routing urgent cases by the practice’s rules
Callback requests for the secretariat, with a summary

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