Hi, I'm Huyen
Our work (and this site) is devoted to sharing ideas, tools and resources that will help you automate, grow and scale your practice.
Ever feel like your clinic is missing out on enquiries that should’ve turned into bookings?
In our latest podcast episode, we sit down with Wouter Slettenhaar, VP of Sales at Crisalix and CEO of ChatPatient, to talk about how AI Patient Coordinators are transforming the way clinics convert leads into loyal patients.
Wouter shares real-world insights on:
If you’re running a busy clinic and want to convert more enquiries without adding more staff, this is a must-listen!
We hope you enjoy the podcast!
And if you liked this episode and you want to stay updated on the latest strategies to grow and scale your practice, subscribe to our Podcast Channel and you will never miss a beat!
Thanks for listening to the show and downloading these show notes to further help your understanding of the podcast and the material contained within.
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⚠️ Disclaimer:
Now remember, while these marketing tips are based on our 15+ years in the medical and healthcare industries, make sure that you follow the health laws and regulations in your country. You may need to tweak your strategy to remain compliant with the law.
Hi, I'm Huyen
Our work (and this site) is devoted to sharing ideas, tools and resources that will help you automate, grow and scale your practice.
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In this episode of OMD TV & Podcast, host Huyen Truong speaks with Wouter Slettenhaar, Vice President of Channel Sales and Strategic Partnerships at Crisalix, a global leader in digital engagement tools for clinics. With over two decades of experience in online marketing and sales, Wouter has been at the forefront of integrating AI into healthcare practices. Together, they unpack the ways AI is reshaping patient communication, clinic efficiency, and lead conversion.
Operating with clients across the UK, Australia, India, and the US means late nights often become working hours. Wouter and Huyen shared how they’ve adapted to this reality, balancing responsiveness with strategic time management.
AI in healthcare has evolved dramatically over the past six years. What began as simple live chat or FAQ bots has become fully developed AI agents, capable of handling enquiries across phone, SMS, social platforms, and email. AI no longer just saves costs; it actively boosts conversion rates, patient satisfaction, and return on investment.
Both speakers stressed the critical importance of response time. Even a delay of a few minutes can cause clinics to lose potential patients. AI ensures round-the-clock responsiveness, making clinics accessible during nights, weekends, and holidays—times when a large percentage of patient enquiries occur.
AI goes beyond collecting names and emails. It asks targeted questions about patients’ needs, prior consultations, and budgets, automatically filtering for qualified leads. Unlike human staff, AI doesn’t give up after one or two attempts—one AI agent made six follow-up attempts until a booking was confirmed.
Trust is central to patient relationships. Wouter explained how AI can be personalised through integration with CRM systems and knowledge bases. This allows it to recall past conversations, adapt tone, and provide relevant information instead of delivering static, generic messages.
Training an AI system is similar to onboarding a new employee. Clinics must supply content, FAQs, treatment information, policies, and website material, so the AI speaks in the clinic’s voice. Continuous monitoring is key to avoid “hallucinations” and ensure accuracy over time.
AI isn’t just for front-line enquiries. It can analyse campaign performance, track conversion rates from different sources, and record common patient objections. This gives clinics powerful insights for marketing decisions, operational improvements, and staff training.
Patients often ask, “How much does it cost?” Wouter recommends not rushing to quote exact prices. Instead, share a price range while explaining the value of expertise, consultation, and care. This approach builds trust before focusing on cost.
Both agreed that charging for consultations can make sense when clinics clearly communicate the depth, time, and personalised attention patients receive. This helps filter out non-serious enquiries while reinforcing the clinic’s value.
The barrier to entry is lower than many think. Clinics can start small, using AI for after-hours messages or social DMs, and gradually expand into more complex roles like bookings, follow-ups, and CRM integration.
Wouter also shared insights from a recent conference in Melbourne about the growing importance of day surgery centres, as surgeons face challenges securing hospital space. This reflects broader trends in how clinics are adapting operations for efficiency and growth.
AI is not just another tech tool, it’s a strategic advantage for clinics. By providing 24/7 patient engagement, qualifying leads, generating insights, and reducing staff workload, AI helps clinics achieve higher bookings and improved patient satisfaction without stretching resources thin.
For clinics looking to remain competitive, AI is no longer optional, it’s becoming essential.
“The number of requests for consultations is at least doubled from the last 5 months, which is very good sign. I’ve enjoyed working with both principles.”
Dr Darryl Hodgkinson
M.B. B.S. (Honors II) F.R.C.S (C), F.A.C.S. , F.A.C.C.S. Plastic Surgeon
Owner of Double Bay Day Surgery
Current Digital Marketing / Website Audit
New Patient Generation Blueprint
Competitor Insights
Expectation Timeline & Exact Pricing
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