We hold patient records. How do you handle that before we sign anything?
A business associate agreement goes in place before we look at anything real, and the discovery work happens against test or de-identified data wherever it can. Access is scoped to named people, every read and write is logged, and the log is yours to inspect. If a piece of what you want cannot be done safely, we will tell you that rather than build it and hope.
Our EHR vendor says they already do intake. Do we need you as well?
Possibly not. If your EHR's intake genuinely works for your patients and your front desk uses it, that is the cheaper answer and you should stay put. The practices that call us usually have an EHR that handles the clinical record well and leaves everything before the appointment — the enquiry, the referral, the chasing — sitting in email. That gap is what we fill.
What does this cost for a two-provider practice?
We map the process first, then quote a fixed price against a written scope. For a small practice the first build is usually one narrow thing — intake, or referral tracking, not both — priced so it pays for itself in appointments that would otherwise have gone elsewhere. You see the number before any work starts and it does not move unless you change the scope.
Suppose the practice is sold or merges. Does the client history move with it?
Yes, and cleanly. Patient and client records, visit histories and referral logs come out in standard formats a buyer or a successor practice can load. That commitment sits in the contract rather than in a sales conversation, because a practice sale is exactly the moment somebody discovers their records are stuck behind a vendor.
Is this AI making decisions about patients?
No. AI reads what somebody typed into a form and sorts it, and it flags language that suggests urgency so a human looks sooner. It does not triage, it does not schedule clinical priority, and it does not reply to a patient without a person releasing it. Our review gate, SolaceSentry, holds outbound messages until staff approve them, and the approval is recorded.
Our busiest week is Old Settlers Fair. Can you plan around that?
Yes, and we build around whatever your real peak is. For a shop that is the first week of August; for a therapy practice it is January. We schedule delivery and training so you are not learning a new system during your worst week, and we say so up front if a date does not work.
How much of our staff's time does this take while you build it?
A few hours in the first fortnight while we watch how the front desk actually works, then short check-ins. We do the mapping by observation rather than by questionnaire, because what people say they do at a reception desk and what they do at four on a Friday are different things.
Do you work with businesses that are not medical?
Most of Mooresville is not medical and we work across it — retail, trades, restaurants, agencies. The intake and follow-up machinery is the same shape whether the person on the other end is booking a hygienist or a hot water heater. The difference is the rules around the record, and those we take seriously.