Clinics — dental, medical, physio, vet
Middlesurf’s AI receptionist answers your clinic’s phones, books into your schedule, sends reminders and fills last-minute cancellations.
Designed to support PHIPA and PIPEDA obligations.
The front desk
The phone rings while a patient is checking out, another is asking about direct billing, and the hygienist needs the next chart. At 7:45 am the line is already busy. At 5:05 pm it goes to voicemail — and the person calling about a toothache, a sore back or a limping dog calls the next clinic on the list.
Then there’s the work nobody sees: recall lists, confirmation calls, insurance questions and the 3 pm cancellation that leaves a chair empty.
What it handles
New and returning patients book, move or cancel by phone. The agent checks your schedule, books the right appointment type and length, and sends a confirmation by text or email. When someone cancels, it offers the slot to patients on your short-notice list.
Hours, location, parking, whether you’re accepting new patients, which insurers you bill directly. If a caller describes something urgent, the agent follows your protocol: your emergency line, the nearest after-hours clinic, or 911. It never diagnoses or gives clinical advice.
Your front desk answers first. If they’re busy, the call rolls to the AI after a few rings instead of to voicemail. Your team sees a summary of every call it took.
Patients due for a cleaning, a follow-up physio session or an annual vaccine get a reminder and can book on the spot. Outbound messages respect CASL and CRTC rules — we build consent and opt-out handling in.
The agent takes the basics on the call, then texts a link to your intake form so paperwork is done before the first visit.
Integrations
Bookings go straight into your schedule. We connect it to the practice software you use, Google and Microsoft calendars, and your existing phone system.
Keep your clinic’s number and carrier. Forward calls to us — all of them, after hours only, or when nobody picks up — and nothing else changes. If your phone system is due for replacement, we set up a modern IP phone system and can port your numbers to it.
Privacy
In Ontario, your clinic is a health information custodian under PHIPA. That responsibility stays with you, even when a service provider handles the calls. We make it easier to carry:
Stored in Canada. Recordings, transcripts and summaries are kept on Middlesurf’s own servers in Canada.
In writing. We tell you which AI services handle your calls and where everything is stored.
Ready for your privacy assessment. Ontario’s privacy commissioner expects clinics to assess the privacy risks of AI tools before using them. We give you the details you need: where data lives, who can access it, how long it’s kept.
Minimum necessary. The agent collects only what it needs to book and route the call, and you set how long recordings and transcripts are kept.
Vet clinics: Animal records aren’t health information under PHIPA, but your clients’ names, numbers and payment details are personal information under privacy law. The same protections apply.
Designed to support PHIPA and PIPEDA obligations. Outside Ontario, your provincial health privacy law applies — tell us where you practise and we’ll set it up accordingly.
This is a plain-language overview, not legal advice.
Sample call
Sample use caseSample use case · dental clinic. Not a real call — your agent uses your clinic’s name, services and rules.
Good afternoon, thanks for calling. I’m the clinic’s AI assistant. How can I help?
Hi, I need to book a cleaning. Anything next week?
Sure. Are you an existing patient with us?
Yes. (Gives name and date of birth.)
Thanks, I’ve found your file. I have Tuesday at 10:30 or Thursday at 3:15 with your usual hygienist. Either of those work?
Thursday’s good.
You’re booked for Thursday at 3:15. I’ll text you a confirmation now and a reminder the day before. Anything else?
Actually, if anything opens up sooner, can you let me know?
Done — I’ve added you to our short-notice list. If a spot opens before Thursday, we’ll text you first.
FAQ
Get in touch
In a 30-minute call we’ll map your phone flows and show you a working agent trained on your clinic.
Prefer to talk? Call +1 (647) 276-6200