Eye Infirmary
Commercial operations, customer service, recruitment and frontline improvement
The situation
The business needed a clearer view of its patient-handling operation across calls, reception, appointments, payments and internal coordination. High missed-call volumes, inconsistent scripts and gaps in responsibility were affecting the customer experience and the organisation's ability to convert demand.
What Karan did
- Worked onsite with the team and audited systems, processes and individual capability.
- Reviewed the patient journey across calls, front desk, appointments, payments, doctors and insurance-related blockers.
- Delivered team meetings, role-plays, live call coaching and practical frontline training.
- Drafted a telephone script for Arabic translation and reviewed WhatsApp handling and price-list requirements.
- Clarified operational ownership, placing a lead in charge with deputy support.
- Interviewed 27 potential candidates, selected six for further interview and identified three as potentially suitable.
Early impact
Missed calls reduced from as many as approximately 90 per day to around 10 per day during the initial improvement period. The team also showed faster payment handling and more courteous patient interaction.
What this demonstrates
The engagement brought together diagnosis, customer experience, team structure, frontline coaching and recruitment, the integrated approach that defines Karan's work.
“A commercial and customer-service intervention helped reduce missed calls from as many as approximately 90 per day to around 10, while improving patient handling and front-desk discipline.”
Full before-and-after measurement was still incomplete at time of writing, avoid claiming a final revenue uplift until verified.