What is Heidi Comms?
Heidi Comms is your AI partner that coordinates patient communications across voice, chat and text.
It answers and makes patient calls on your behalf — handling routine enquiries, reminders, and follow-ups — so your team can stay focused on care.
Heidi Comms works across voice, text, and messaging, giving patients a calm, consistent experience wherever they reach out.
Who is Heidi Comms for?
Heidi Comms is designed to support a wide range of healthcare teams:
Solo clinicians and small practices looking for fast admin relief
Clinics managing growing call volumes
Multi-practice groups and organisations needing scalable communication
You can start without integrations, then connect Heidi to selected EHR or PMS systems as your needs grow.
What problems does Heidi Comms solve?
Healthcare teams are overwhelmed by calls, messages, and follow-ups.
Heidi Comms helps by:
Answering patient calls 24/7, including after hours
Reducing missed calls and voicemail backlogs
Automating reminders, confirmations, and follow-ups
Ensuring every patient interaction is captured and visible
The result: fewer interruptions, calmer teams, and better patient access.
How Heidi Comms works
Heidi Comms handles patient communication end-to-end:
Patients call, message, or receive outreach from Heidi
Heidi answers questions, captures intent, and responds in real time
Conversations turn into actions like bookings, reminders, or follow-ups
Every interaction is logged with transcripts and outcomes
For larger organisations, Heidi Comms can also integrate with supported PMS/EHR systems like Cliniko, Medtech, Medirecords, BestPractice, Athena and more, to enable real-time scheduling and deeper workflows.
What channels does Heidi support?
Heidi Comms supports omni-channel communication:
Phone calls (inbound and outbound)
SMS and messaging follow-ups
Chat-based patient interactions (where enabled)
Patients experience the same calm, clear communication — regardless of channel.
Security, privacy, and trust
Heidi is built for healthcare from day one.
Secure call handling and data storage
Clear consent and recording disclosures
Audit logs and visibility into all interactions
Designed to meet healthcare privacy and compliance expectations
Frequently asked questions
Does Heidi Comms replace my front desk team?
Does Heidi Comms replace my front desk team?
No. Heidi Comms supports your team by handling routine communication, so staff can focus on patients who need human attention. It will be a scalable extension to support your existing team.
Do I need an EHR or PMS integration to use Heidi Comms?
Do I need an EHR or PMS integration to use Heidi Comms?
No. You can start using Heidi Comms without any integrations. Integrations are available for organisations on supported EHR or PMS systems that need deeper and more advanced workflows.
Is Heidi Comms available after-hours?
Is Heidi Comms available after-hours?
Yes. Our implemented Heidi agents will answer calls and messages 24/7, including evenings and weekends.
How do I get access to Heidi Comms?
How do I get access to Heidi Comms?
Heidi Comms is not currently available via self-serve sign-up. To express interest, complete the form on our website at heidihealth.com/comms. Once submitted, our team will review your application within 3–5 business days and reach out with next steps.
Is there a free trial?
Is there a free trial?
There is no free trial at this stage. Complete the interest form at heidihealth.com/comms and our team will walk you through the best option for your practice.
Can Heidi handle multiple calls at once?
Can Heidi handle multiple calls at once?
Yes. Heidi can handle concurrent calls — multiple patients can call at the same time and Heidi will greet and interact with all of them simultaneously. No more dropped calls or busy signals.
What languages does Heidi Comms support?
What languages does Heidi Comms support?
Currently, Heidi Comms supports English. If the caller has a stronger accent or speaks different forms of English, Heidi is equipped to handle it well. Multilingual support is on the roadmap.
Does Heidi sound like a robot?
Does Heidi sound like a robot?
No. Heidi's voice model is designed to be conversational and human-like. In practice, patients often won't realise they're speaking with AI.
What if a patient wants to speak to a real person?
What if a patient wants to speak to a real person?
If a patient asks to speak to a human at any point during the call, Heidi will immediately transfer the call to your reception team.
What if Heidi doesn't know the answer to a question?
What if Heidi doesn't know the answer to a question?
Heidi draws from a knowledge base your clinic provides (FAQs, practice information, policies). If Heidi receives a question it can't answer, it will let the patient know and transfer the call to reception. The knowledge base can be enriched over time so Heidi handles more questions.
Does Heidi give medical advice?
Does Heidi give medical advice?
No. Heidi has strong safeguards and will never provide medical advice or clinical opinions. If a patient calls with a serious medical concern, Heidi will advise them it cannot assist with that and immediately transfer to a human.
Can we customise what Heidi says and does?
Can we customise what Heidi says and does?
Yes. The greeting message, questions asked, call flow, communication style, tone, and specific phrases are all fully customisable to each practice.
How does Heidi integrate with our phone system?
How does Heidi integrate with our phone system?
It's a straightforward call forwarding setup. You keep your current clinic number and set up call forwarding so calls go to Heidi first. When Heidi needs to transfer, it rings the call back to your reception. There's no need to change your clinic's phone number.
Which EHR/PMS systems does Heidi integrate with?
Which EHR/PMS systems does Heidi integrate with?
Heidi currently integrates with Cliniko, Best Practice, Medtech, Medirecords, and Athena. If your EHR isn't listed, you can still use Heidi without an integration — Heidi captures all call information and sends a summary to your reception team to action. Custom integrations are available as an enterprise solution.
How long does setup take?
How long does setup take?
Onboarding typically takes 2–3 weeks. The initial agent setup takes 2–3 days on Heidi's side. The remaining time depends on your clinic's availability to test and provide feedback. You don't need to write the configuration — Heidi's team handles the setup for you.
How do receptionists get notified after a call?
How do receptionists get notified after a call?
After each call, a summary is available in the Call Logs within Heidi. Summaries can also be automatically emailed to any specified email address, so your admin staff receive it directly in their inbox.
How much does Heidi Comms cost?
How much does Heidi Comms cost?
Pricing is tailored per clinic based on size, region, and use case. Complete the interest form at heidihealth.com/comms and our team will provide a personalised quote.
Our patients won't like talking to AI — is that a problem?
Our patients won't like talking to AI — is that a problem?
In practice, we've found the opposite. At live clinics, elderly patients book appointments and engages with Heidi. The voice is very natural, and if anyone wants to speak to a human, they can always ask at any time and Heidi transfers immediately.
Our workflow is too complex for AI — can Heidi handle it?
Our workflow is too complex for AI — can Heidi handle it?
Heidi works with all kinds of complex workflows. Clinics can provide their protocols and procedures — even 40–50 pages of documentation — and Heidi's team will configure the agent to follow them. Conditional questioning, different call flows, and escalation protocols are all supported.
What if Heidi makes a mistake or doesn't understand a patient?
What if Heidi makes a mistake or doesn't understand a patient?
Every call has a full transcript and recording available for review. Heidi will ask for clarification if unsure (e.g. spelling of a name). If something goes wrong, Heidi transfers to reception. Your clinic has complete visibility and control.
How is Heidi Comms compliant with data privacy standards?
How is Heidi Comms compliant with data privacy standards?
Heidi Comms adheres to strict data privacy regulations, including HIPAA, GDPR, PIPEDA, and the Australian Privacy Principles (APPs). All patient information is securely stored and transmitted with robust safeguards in place. For more information, review our Privacy Policy, Trust Centre, and Heidi Comms Terms of Use.
Ready to see Heidi Comms in action?
Visit our Heidi Comms page to try our live demo in action. Book a demo today.