Since May 2024, Wellington Eye Clinic has been using the AI chat widget from Caro Health to enhance patient interaction. This tailored solution, specifically developed for their eye clinic, seamlessly integrates with existing systems. As a leading provider of ophthalmic care—including laser surgery and cataract treatments—the clinic now benefits from more efficient and user-friendly communication. Consultant Ophthalmologist and Medical Director Arthur Cummings shares his experiences.

Smooth implementation and immediate results

Arthur Cummings is highly satisfied with the implementation: “Everything went smoothly, from setting up the widget to integrating the various information sources.” Previously, the clinic used a generic chat widget, but it did not meet their needs. “The old widget added little; there were only a handful of conversations, and none resulted in meaningful interactions. Now, we see much more engagement and relevant conversations.”

The new chat widget is fully customized to the clinic’s website and internal documentation, providing responses that closely resemble those of human staff. Arthur confirms: “The chat widget has truly improved our communication with patients. It responds just as we would, using all our available data and information. Many people now use it, which has significantly enhanced the quality and relevance of the information provided to patients.” He adds: “I have tested it myself and have been consistently impressed with the quality of the responses.”

Empathetic and effective communication

A key strength of the chat widget is its natural and empathetic tone. “Research suggests that AI chat widgets are sometimes perceived as more empathetic than human interactions,” says Arthur. By providing directly relevant information, the widget helps prevent frustration and ensures a smoother patient experience. “It successfully resolves most inquiries and reduces unnecessary phone calls.”

Arthur highlights the wide range of questions patients ask: “Some are clinical in nature, others relate to appointment scheduling, and some involve technical issues, such as filling out a form.” The majority of patients using the chat widget report a positive experience: “Even when the widget cannot fully resolve a query, patients do not get frustrated because it successfully handles most of their questions and invites the user to contact the clinic to interact with a human, either on the phone or behind a PC, when required.”

Valuable insights and improved efficiency

Beyond improving patient communication, the chat widget provides practical operational benefits. It reduces the workload on the front desk by offering automated responses and directing patients to online appointment options. This streamlines staff workflow and enhances patient interactions.

Additionally, the widget delivers valuable insights. Arthur explains: “We can analyze which questions are well-answered and where improvements are needed. The system continuously refines itself, and we see it getting better with increased use.” This data-driven approach allows the clinic to optimize its services based on real patient interactions.

Future prospects

Arthur is enthusiastic about the chat widget’s impact: “I would absolutely recommend this solution to other healthcare institutions. It simplifies interactions and makes communication more patient-focused.” He acknowledges that modern patients expect quick answers: “People typically spend just two or three minutes on a website. The information they need is often available, but they may not take the time to look for it.”

“It’s much easier to ask the chat widget: ‘What are the potential complications of this procedure?’ or ‘What are the costs involved?’ This makes the entire process much more intuitive,” Arthur adds. Looking ahead, Wellington Eye Clinic aims to expand the widget’s capabilities by integrating it with their online appointment system.

👉 Curious about how our chat widget can enhance patient interactions on your website? Reach out to us and find out how Caro Health can support your clinic!