Key Take-Aways
- Calm and control restored: Call volume is now spread evenly throughout the day, giving staff more focus and less pressure.
- Improved patient experience: Callers get a clear callback time instead of waiting on hold.
- Flexible capacity management: The team adjusts availability in real time when someone is absent, keeping workloads balanced.
- Strong partner collaboration: DuoCom and Xelion ensured a smooth, well-integrated implementation.
From morning rush to clarity and control
Health Center Presikhaaf in Arnhem is a multidisciplinary healthcare hub where general practitioners and pharmacies work together under one roof. Reliable phone access is essential, but rising demand and staff shortages led to daily morning chaos. Lines were overwhelmed, employees felt the pressure, and patients were left waiting.
Together with DuoCom, Presikhaaf looked for a way to distribute workload more evenly and give patients faster clarity. The choice quickly fell on Plainwise as the central solution, supported by the telephony platform Xelion.
The challenge behind the question
The practice didn’t want to simply work harder; it wanted to work smarter. The issue wasn’t just the number of calls but the lack of control over the intense morning peak. Sometimes more than a hundred callers were waiting while only a small team was available. The need was clear: control, insight, and predictability.
The solution: Plainwise as the control center
With Plainwise, Presikhaaf found a way of working that brings calm and structure.
Patient-chosen callback appointments: Patients select their own time slot, and the system automatically schedules calls based on staff availability.
Real-time capacity management: If someone calls in sick, the practice instantly adjusts available slots. New appointments automatically spread throughout the day.
One unified dashboard: All requests appear clearly in one place. Thanks to the Xelion integration, staff can call back directly from the portal without extra steps.
You can feel the difference on the floor right away: less chaos in the morning, more calm throughout the day. We can finally give each call the attention it deserves.Silvie, practice manager
Results felt at the front desk
Within days of going live, the team noticed the difference.
Call queues became manageable, and the atmosphere in the reception area changed completely.
Shorter waiting times for patients: Instead of being stuck in a queue, they get a clear callback time.
More calm and better planning: Call traffic spreads evenly over the day. The team stays in control, and lunch breaks are back on the agenda.
Flexible during absences: With a few clicks, capacity can be adjusted so the workload remains balanced.
Instant insight every day: The dashboard shows exactly how many callbacks are scheduled and when peak moments arise.
According to the team, a large majority of callers now choose the callback option via Plainwise, significantly flattening the morning rush and improving overall patient satisfaction.
Experience calm and control in your practice
Join Presikhaaf and many other healthcare centers that manage their call flow effortlessly with Plainwise. Discover how callbacks turn call chaos into clarity.
The role of the partners
DuoCom: Implementation and process alignment. Short communication lines and a setup that truly fits the practice.
We start with the customer's real need and build step by step. That keeps things manageable and delivers quick results.Silvie, practice manager
Xelion: The telephony backbone. Open and flexible, making integrations seamless and expansions easy. Calling directly from the Plainwise portal feels like one unified system for users.
Working with a system that works for you
Staff no longer need to juggle multiple tools or learn complicated software. Plainwise integrates seamlessly with the existing phone setup and provides exactly what’s needed to plan the day efficiently. Settings like call duration per category, call windows, and breaks can be easily adjusted.
The system adapts to our day, not the other way around.Silvie, practice manager
Looking ahead
Presikhaaf sees opportunities beyond callback appointments. Smarter routing by category, management reporting, and access to call transcripts are on the roadmap. Features like speech-to-text can help staff document notes faster and improve handovers.
In summary
- Plainwise gives Presikhaaf control, calm, and clarity.
- DuoCom ensures an implementation that fits the practice.
- Xelion provides a stable foundation for smart integration and future growth.
Technology is just a tool. You only feel the real difference when it fits seamlessly into daily practice, and that's exactly what we've achieved here.Silvie, practice manager
