Answer under one standard
Every site answers with the same approved wording and the same escalation rules.
Hospital groups
Several sites.
One way in.
A hospital group with five locations usually has five front desks, five sets of rules and a patient who does not know or care which site they should be calling.
Hospital groups · what changesIllustrative
Sites under one standardConfigured
Wrong-site callsRe-routed
Local rulesPer location
Group reportingAggregated
Illustrative figures. Nothing here is a measured outcome or a performance claim.
Who this is for
Where the capacity actually goes.
Hospital groups and multi-site providers coordinating enquiries across locations under one brand.
Patients call the wrong site.
They call the number they remember, not the site holding their appointment, and the call has to be re-routed.
Standards drift between locations.
Each site answers slightly differently, so the experience depends on which number was dialled.
Group-level visibility is missing.
Nobody sees demand across all sites at once, so capacity cannot be moved to where it is needed.
The journey, step by step
One request.
Four moves.
An illustrative hospital groups journey. Your configuration decides the real sequence, the rules and the point a person takes over.
Identify the right location
The enquiry is matched to the site holding the appointment or offering the service.
Coordinate at that site
Local availability, clinic days and preparation rules apply, configured per location.
Report across the group
Activity is visible per site and in aggregate, so demand patterns are not hidden inside one location.
The specialists this draws on
Four roles, working in sequence.
All eight specialists are included in every plan. These are the ones Stella typically activates first for hospital groups.
Where your people take over
Clinical decisions, triage and patient records stay with authorised staff at the treating site. Routing between sites never overrides a clinician.
Common questions
Questions hospital groups ask.
Can each site keep its own rules?
Yes. Clinic days, slot lengths, escalation contacts and preparation notes are configured per location while the answering standard stays consistent.
Do we get group-level reporting?
Reporting depth depends on your plan and configuration. Activity can be viewed per site and in aggregate where those sites are in scope.
More in hospitals
Your next chapter
Build this around your hospital group.
Start with the enquiries you are missing today and map the workflow around them.