The most common requests in this field
- Learning what the package covers: procedure, accommodation, transfer
- Sending test results and photos securely for a pre-assessment
- Booking an online consultation that fits their own country's clock
- Asking what happens to the procedure date if the deposit is late
- Updating hotel, transfer and arrival plans when a flight changes
- Asking about recovery and check-up dates after flying home
What does the assistant do in this industry?
Keeps the conversation in the patient's language
A patient writing from abroad sets the language in the first message and every step after that runs in it. The assistant reads the document list, the package contents and the travel plan in that same language, and the preference stays on the record when the channel changes.
States both clocks separately
The patient speaks in their own country's time while the clinic schedules in Türkiye time. The assistant gives the consultation and the hospital arrival time in the patient's local clock and in Türkiye time and has both confirmed; until that confirmation the booking is not treated as closed.
Collects documents over a secure link
No pre-assessment is possible without test results, reports and photos taken from the right angle. The assistant reads the procedure-specific document list and photo instructions in full and asks for the upload over a secure link rather than a chat thread.
Treats the deposit date as a planning matter
If the deposit is not settled, the procedure slot, the operating room and the accommodation hold are released, and the patient may already have bought a ticket. The assistant frames this as planning information rather than collection pressure and names the deadline and every booking that would fall away.
Keeps the travel chain in one plan
Flight, hotel, transfer and hospital arrival time are a single chain, and when one link moves the procedure date is at risk. The assistant reads the plan back in full, records the change and escalates it to the international patient coordinator as urgent.
Follows recovery after the flight home
Once the patient is back home, recovery is only visible if somebody asks. The assistant runs the follow-up on the planned days in the patient's own language, records the answer exactly as it was given and reminds the patient of the remote check-up day.
Featured channels
- Phone
What needs care in this industry?
The assistant's limits matter as much as what it does.
- The medical decision is not the assistant's
- The assistant does not diagnose, does not declare anyone eligible for a procedure, promises no outcome or guarantee and never comments on another clinic. Eligibility follows the physician's pre-assessment, and the rules on promoting health services leave no room for exaggerated success language.
- The medical file is not opened to the travel side
- Pre-assessment documents are collected for the physician and the clinic team alone; they are not shared with the hotel, the transfer company or an agency. Consent given for an assessment is not consent for promotion or marketing.
- No patient image goes out without a consent record
- A patient testimonial or a before-and-after image is shared only with written, purpose-specific consent. The scope and the date of that consent are recorded; consent given for text is not consent for an image.
- If someone else picks up, the procedure is not named
- When somebody other than the patient answers the number, the procedure type and date are not discussed and no message is left; the call is closed politely and the record is flagged so the contact details can be updated.
Frequently asked questions
What if the patient hesitates to share medical documents?
The process does not stop, but no pre-assessment can be made. The assistant does not push: it reads the clinic's data security notice and the retention period, and explains that the files serve the physician's assessment only. If the patient still declines, the hesitation is recorded and the case moves to the international patient coordinator.
Can the assistant give a final price for a treatment?
The assistant does not quote a final price. Before documents are shared it explains only the package defined in the clinic's own system: whether the procedure, the accommodation and the transfer are included. If a patient quotes another clinic's price, the assistant does not haggle and opens no figure of its own; the comparison goes to the sales team.
Do messages that arrive overnight wait until the clinic opens?
They do not wait. Even when the patient writes in the middle of their own night, the assistant takes the conversation there and then and reads the package scope and document list from the knowledge base. Only hours defined in the physician's calendar are offered; anything needing a human decision waits as the coordinator's first task.
What if a patient reports a complication during the follow-up?
The follow-up ends there. On hearing pain, swelling or any unusual sign the assistant offers no comment and suggests no medication or dressing; it records what was said as it was said and hands the patient to the physician or the coordinator. The satisfaction and review questions planned for that same call are dropped.
Can the assistant take the deposit payment itself?
No. The deposit never passes through the assistant at any point: no card number is spoken and no account detail is read aloud. The clinic's own payment details are sent in writing in the patient's language, because a single wrong character sends the money to the wrong account. A declined card, a bank block or a currency limit goes to the international patient coordinator.
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