Unifying patient experience across 130+ hospitals with AI

Dr. Sulaiman Al Habib Medical Group cares for families across hospitals and clinics every day. Before HoopAI, patients often waited for answers and repeated details across channels. With an AI concierge and a unified workflow, care became fast, consistent, and personal.

• 89% of chats resolved in channel: Families get answers without bouncing between teams.
• Appointments confirmed in seconds: Real slots appear inside the conversation.
• Consistent guidance across hospitals: Every clinician sees the same playbook before the visit.
• Escalations caught early: Low-confidence moments trigger human follow up with full context.

Quick answers, consistent handoffs

HMG supports thousands of daily inquiries across web, WhatsApp, IVR, and front desks. Families wanted quick answers and smooth handoffs, yet staff juggled channels and context was easy to lose. Repeating details slowed booking and created stress before the visit even began.

Leaders needed one experience that met patients where they were, kept guidance consistent across hospitals, and reduced back and forth without adding headcount.

One concierge across every channel

HoopAI introduced an omnichannel patient concierge. It listens for symptoms, language preference, timing, and location, then recommends doctors and clinics with real availability. Patients book in the same thread, receive fasting rules and document reminders, and a live coordinator can join with the full context if needed.

• One assistant, every channel: Web, WhatsApp, and IVR share the same conversation.
• Real time scheduling: Open slots surface in chat and confirm in seconds.
• Pre visit prep: Checklists, maps, and payment options arrive in one place.
• Human in the loop: Low confidence triggers a fast handoff with transcripts attached.

Faster care, more confidence

Care got faster and simpler. Routine questions now resolve in the same channel, booking takes seconds, and guidance stays consistent across hospitals. Teams focus on complex needs because the assistant handles the repetitive ones.

• 89% of chats resolved in channel: Fewer handoffs and less time repeating details.
• Appointments in seconds: Patients book when they are ready, which cuts phone tag.
• Consistent playbook: Clinicians enter with the same clear guidance before each visit.
• Early escalations: Confidence dips bring humans in at the right moment.
 

Omnichannel concierge in action

Whether a parent taps the website, WhatsApp, or the call center IVR, they meet the same warm assistant. It listens for symptoms, language preference, timing, and location, then suggests doctors and clinics with real availability. If a person needs more help, a live coordinator steps into the same thread, already seeing the details the family provided.

Preparation happens in the background. The assistant shares fasting rules, document reminders, and payment options so families arrive confident instead of rushed.

Seeing the care loop

A shared diagram keeps intake, triage, specialties, and follow-up aligned across every hospital.

This flow anchors every hospital onboarding. It shows how intake, triage, specialties, and follow-up loop through one backbone without gaps.

Keeping empathy front and center

If a patient expresses worry about a diagnosis or shares a sensitive detail, Hoop flags the message for a human caregiver. The responding nurse or physician sees the full conversation, medical history, and prior escalations before typing a single word. That context lets them support the patient emotionally while delivering accurate guidance.

Specialists also use Hoop to share short voice notes, attach educational clips, and coordinate family conversations without forcing patients to repeat information.

Operational calm for a network of hospitals

Leaders track appointments, sentiment, and escalation rates across every region through live dashboards. Finance and compliance teams review the same story so eports align without late-night reconciliation. If a clinic needs more staff or a workflow tweak, they catch the signal early and adapt without disrupting patient care.