Client implementation · Hospital pilot
Bringing hospital communication and operations into one layer.
Developed for Özel Yenihayat Hastanesi (Osmaniye, Turkey), Relay Health brings AI-assisted communication, incoming patient requests, conversations handed off to a human operator, and single-point operational visibility into one coordinated system. Instead of replacing the hospital's existing management software, the platform focuses on the communication and operational processes around it.
- Product
- Relay Health
- Sector
- Healthcare and hospital operations
- Year
- 2026
- Category
- Healthcare operations infrastructure
- Facebook Messenger
- WhatsApp Business
Connection status right now
The problem
Handling requests consistently across three separate channels, routing them to the right department, and being able to respond outside working hours is a manageable operations problem, independent of the hospital's clinical quality.
Context
Özel Yenihayat Hastanesi receives patient requests across multiple channels, including Instagram, Facebook Messenger, and WhatsApp Business. When these channels run disconnected from each other, request tracking, appointment handling, and after-hours communication become fragmented.
The system
A unified inbox bringing conversations from Instagram and Facebook Messenger into one administrative interface; the hospital's AI communication assistant, Pınar; a structured appointment request workflow; an operator dashboard for hospital staff; developing operational reporting; ongoing work to connect WhatsApp Business; and work on an AI-supported voice reception layer for after-hours calls. Pınar is not a doctor, a diagnostic system, or an autonomous clinical decision-maker — human escalation and clear boundaries are a core part of the architecture, not an afterthought.
How one message moves through the system
Incoming message
Instagram or Facebook Messenger
Pınar assistance
Administrative questions, department routing — currently test accounts only
Appointment request
Collected in structured form
Human handoff
For anything complex or out of scope
Authorised hospital staff
Reviews and routes the request
What we delivered
Unified communication infrastructure
- Instagram Direct and Facebook Messenger connection, live via webhook
- An administrative interface for managing conversations and handing them to staff
Pınar — AI communication assistant
- Answering administrative questions and recognising communication intent
- Identifying the requested medical department and collecting appointment requests
- Support outside working hours, with escalation to a human operator
Appointment request workflow
- Structured collection of appointment requests
- Transfer of requests to authorised hospital personnel
Operator dashboard and analytics
- Conversation review, takeover, and approval workflows
- Developing reporting on incoming requests and follow-up activity
Implementation
Human escalation and minimum necessary patient information were written into the architecture from day one — not a safeguard added later.
Pınar's scope was deliberately kept narrow: administrative questions, department routing, appointment requests. Clinical decision-making stays entirely out of scope.
Rather than replacing BizMed, the system was positioned to fill the communication gap around it.
Development status
Verified
- Instagram and Facebook Messenger connection is live and working; the last 30 days brought 2 leads and 3 appointment requests through real channels.
- Average first response to an appointment request is 1 minute; all 3 requests received were processed.
- Pınar was tested against department-specific hospital communication scenarios.
In development
- Pınar's automated replies currently run on test accounts only, ahead of a controlled rollout to real patient traffic.
- The after-hours voice reception layer is in development and testing.
- Operational reporting on incoming requests and follow-up activity is being developed.
Not yet
- WhatsApp Business connection: trialled in development, not yet linked to a number on this hospital's live system.
- Direct appointment booking through BizMed: the required API hasn't yet been provided by the hospital software vendor.
Technology
- Instagram Direct and Facebook Messenger messaging integration (Meta)
- AI-assisted conversation layer (Pınar)
- WhatsApp Business API (trialled in development, not yet connected on this deployment)
- Voice AI (in development)
Only verified scope appears on this page. No patient information or hospital operational data is shown.
Getting started
Where are you losing enquiries?
Tell us about the enquiry that goes unanswered, the follow-up done by hand, or the work that scatters between systems. In the first call we'll establish what can be systematised and where to start.
After you send the form
- A reply within two working daysWe read your message and suggest a time that suits you.
- A 30–45 minute discovery callA working session that maps the process, not a sales pitch. If it isn't a fit, we'll say so plainly.
- A written summaryAfterwards we put in writing what could be built, in what order, and within what scope.