Rétinax is a network of specialized ophthalmology centers, present mainly in the Île-de-France region and expanding into several other regions.

With five sites, around forty practitioners, and nearly 2,500 patients cared for each week, the group aims to become one of the largest specialized ophthalmology groupings in France.

A secretariat overwhelmed by the phone

Before Vocca, the Rétinax centers were caught in a constant dilemma. The secretaries had to manage both the in-person reception of patients and the flow of incoming calls at the same time, two tasks that are difficult to reconcile during peak hours.

The impact was felt everywhere:

For patients: many calls went unanswered. The network could not be reached for routine requests, nor for more specific or more urgent matters.

For staff: a phone that rang all day long, to the point where the workload at the secretariat became unbearable.

Since the secretariat is the patients' point of entry, this saturation weighed directly on the network's image and on the quality of the patient relationship. Rétinax needed to lift this burden off its teams' shoulders, but on one condition: that it be handled properly.

The solution:

Vocca, the AI telephone secretariat that centralizes the patient relationship
Keen on innovation, Rétinax immediately embraced the Vocca project, seen as an innovative approach that precisely met its needs. The network first equipped a single practice, a little over a year ago.

The way it works was convincing from the very first weeks:

Autonomous appointment booking. For a large share of requests, such as an appointment for an OCT, the AI handles the entire exchange and offers a slot immediately. The patient gets an answer in a few seconds, at any time.

Real relief for the call flow. Simple calls no longer tie up the secretariat, which can refocus on in-person reception and situations that require genuine human judgment.

A better-equipped secretariat

Requests come through in the application as a list. Secretaries can prepare how they will handle a message in advance, for example, preselecting the slots to offer, even before calling the patient back.

Several response channels. Depending on the request, the team replies directly by email when the question is clear, or by text message to arrange a callback slot when the patient could not be reached.

The result: patients know they always have access to the secretariat and that, failing an instant answer, one will arrive during the day. Vocca has become the agent that centralizes the center-patient relationship.

What the team says about it

On the management side, buy-in is total:

"Sum up Vocca in a single sentence? I did it last week to a surgeon friend: try it, you won't be able to do without it."

On the secretariat side, daily life has changed:

"Since Vocca was installed, my day has changed. I can reply directly by email to patients whose question is clear, or by text so we can pick up the request afterward."

On the practitioners' side, the original promise is being kept:

"We couldn't answer everyone, and we weren't reachable for specific matters. Today, patients know the answer will come during the day, and that's enough for them."

The results: a network that can finally be reached
The transformation can be read as much in the figures as in the atmosphere of the centers:

100% of calls handled. Arriving at the end of the day knowing that all calls have been taken care of is, according to management, "exhilarating."

The disappearance of "unreachable" reviews. The "you can no longer be reached" source of dissatisfaction has simply disappeared from patient feedback.

A rollout across the entire network. Convinced after six successful initial months, the Rétinax centers followed suit: all of the network's telephone secretariats are now equipped with Vocca.

Beyond the indicators, the real change is the working climate. The secretariat is no longer crushed by a phone ringing nonstop, and patients no longer run into saturated lines.

Ready to Transform Your Medical Center?

If your practice is experiencing similar challenges with call volume, staff pressure, or patient satisfaction, Vocca's AI voice assistant can deliver the same transformative results.

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