Pain point
Managing After-Hours Concerns in Paediatric Care
In paediatric care, needs rarely follow clinic hours. Parents often seek reassurance late at night—when symptoms worsen, medications are unclear, or concerns feel urgent. For this clinic chain, frequent after-hours enquiries placed strain on staff and created gaps in the patient experience.
Contact Centre managed by Isabelle, a nurse with 2 years experience working in a children’s clinic.
Calls + WhatsApp conversations handled in October 2025
Connected to Plato for seamless integration
To support the clinic’s after-hours operations, Outpost served as a first-response triage system across WhatsApp and phone channels.
Each message or call is assessed using a structured triage framework developed in consultation with the clinic’s doctors, allowing us to categorise cases into general reassurance, medication-related queries, administrative follow-ups, or situations requiring escalation.
This allows all conversations to be managed natively within the clinic’s workflow, with every interaction logged, categorised, and visible to the in-house team.
After-support Hours:
Mon-Fri: 530pm to 11pm
Saturdays: 2pm to 11pm
Sundays: 9am to 11pm
Inclusive of Public Holidays
After-hours support setup for our client's two pediatric clinic
Following implementation, the clinic was able to respond to all after-hours enquiries in a timely and structured manner, reducing delays and repeated follow-ups from parents. The triage system ensured that only necessary cases were escalated, while routine concerns were handled appropriately by the team.
This reduced the burden on in-clinic staff the next day, allowing them to focus on delivering better patient care. For parents, especially when it involves young children, having access to timely reassurance after hours was highly valued, helping them feel supported during uncertain situations.
“Parents often reach out at night when they’re worried about their child. Having someone respond promptly has helped reassure them, and it’s also reduced the backlog our team used to deal with the next day.”
