Hôpital Fondation Adolphe de Rothschild is a university hospital founded in 1905 in the 19th arrondissement of Paris. It treats common and rare head and neck conditions in adults and children: ophthalmology, neurology and ENT.
Its leadership made a bold strategic choice: to digitize the patient journey. Not to automate it, but to make the hospital experience more human. The first link in that transformation is the phone, and that is where Vocca has been working with the hospital for a year.
The challenge: a front desk overwhelmed by the phone
Before Vocca, the secretariat received between 100 and 150 calls a day. That volume was hard to absorb, and it was impossible to satisfy every patient.
The impact was felt everywhere:
- For patients: very long waits, with some staying on hold for up to 40 minutes. A regular source of tension between the hospital and its patients.
- For secretaries: a phone that never stopped ringing and constant interruptions, at the expense of welcoming and supporting the patients standing in front of them.
- For patient care: in that continuous flow, handling urgent requests became difficult.
The hospital had a clear goal: every patient should arrive as relaxed as possible, with their paperwork done ahead of time, and be able to reach the hospital at any time, day or night.
The solution: Vocca, the first link in a digital patient journey
The hospital rolled out Vocca step by step, working day to day with the medical teams and the secretariat, the people most affected by the project:
- An AI-assisted call center. The voice assistant answers patient calls and handles them, 24/7.
- Digital pre-admission. Administrative steps are completed before the patient arrives.
- Patient support before, during and after their hospital stay.
A tool built for a specialized hospital
Working with Fondation Rothschild means meeting high standards, especially given the range of specialties. In ophthalmology, for example, Vocca handles requests for surgery, consultations and pediatric care. The assistant is trained on the medical topics specific to each specialty, which lets it handle that level of complexity. Learn more about Vocca for hospitals.
A single platform for the secretariat
Medical secretaries already use many tools every day. Vocca was designed to fit smoothly into their work:
- all information is centralized in one place;
- a single platform is used to call patients back;
- it is simple to use and adds no extra burden.
What the team says
On the leadership side, technology serves the patient relationship:
"We decided to digitize the patient journey, not to automate it, but to make the patient's path through the hospital more human. This technology is about strengthening the human side and the quality of patient care."
On the secretariat side, daily work has changed:
"It has completely changed life at work, because it frees up our time. Since Vocca arrived, we are much more relaxed and much more available for patients."
"It doesn't replace people, it supports us. In no way does it replace our job: we're always there behind it, keeping an eye on things."
The results: time given back to teams and patients
The change shows in the organization as much as in the atmosphere at the front desk:
- A hospital patients can always reach. Patients can contact the hospital whenever they want and whenever they can, 24/7.
- Time freed up for the secretariat. Secretaries are no longer constantly interrupted by the phone.
- A more available front desk. The team focuses on the patients in front of them, their requests, explanations and support.
- Better-prepared patients. With digital pre-admission, paperwork is done before arrival.
Beyond the organization, the real change is the working climate. The secretariat is calmer, and technology strengthens the team's role instead of replacing it.
What's next: a seamless patient journey
For Hôpital Fondation Rothschild, Vocca is the first link in a full rollout: a seamless patient journey before, during and after the hospital stay. The ambition stays the same: using technology to strengthen the human side and the quality of care.
Ready to transform your facility?
If your hospital or department is facing call volumes that are hard to absorb, patients waiting on hold or a front desk under pressure, Vocca can deliver the same results as at Fondation Rothschild.
