{
  "id": "uc_2026_000037",
  "slug": "tidalhealth-orthopedics-assort-voice-ai",
  "title": "How did TidalHealth Orthopedics reduce abandoned calls with voice AI?",
  "answer": "TidalHealth's orthopedic practice uses an Assort Health voice agent to answer every inbound call and schedule, cancel, or reschedule directly. The vendor reports a 75% reduction in abandoned calls, waits cut from 90 minutes to seconds, and 4.5-4.6/5 patient satisfaction.",
  "industry": "healthcare-providers",
  "sub_industry": "Orthopedics",
  "roles": [
    "patient-access"
  ],
  "function": "operations",
  "tasks": [
    "inbound-call-handling",
    "appointment-scheduling",
    "call-routing"
  ],
  "agent_pattern": "voice-agent",
  "autonomy_level": 3,
  "tools": [
    {
      "name": "Voice AI agent",
      "vendor": "Assort Health",
      "url": null,
      "affiliate": false
    }
  ],
  "deployment_status": "production",
  "organization": {
    "name": "TidalHealth Peninsula Orthopedics Institute",
    "type": "hospital-affiliated orthopedic practice",
    "named": true
  },
  "outcomes": [
    {
      "metric": "abandoned calls",
      "value": "75% reduction",
      "source_ref": 1,
      "self_reported": true
    },
    {
      "metric": "wait times",
      "value": "from 90 minutes to seconds",
      "source_ref": 1,
      "self_reported": true
    },
    {
      "metric": "patient satisfaction",
      "value": "4.5-4.6 out of 5",
      "source_ref": 1,
      "self_reported": true
    }
  ],
  "sources": [
    {
      "url": "https://www.assorthealth.com/customers/tidalhealth-orthopedics-customer-story",
      "publisher": "Assort Health",
      "title": "TidalHealth Orthopaedic Cuts Abandoned Calls by 75%",
      "published": null,
      "type": "vendor-customer-story",
      "quote": "Our call wait times used to be up to an hour and a half — and now they’re down to seconds.",
      "independent": false,
      "accessed": "2026-10-17",
      "ref": 1
    }
  ],
  "how_it_works": [
    "Agent answers every inbound call.",
    "Schedules, cancels, or reschedules directly, or routes to a live agent.",
    "Post-call surveys measure patient sentiment."
  ],
  "risks_compliance": [
    "Mis-scheduling or mis-routing of patients with clinical urgency; escalation rules required",
    "PHI handled in calls (HIPAA); EHR write access",
    "Vendor-published results; not independently audited"
  ],
  "medtech_relevance": "Orthopedic practices are core accounts for ortho device reps; faster patient access upstream means faster time to surgical consults and procedures.",
  "notes": [],
  "models": [],
  "integrations": [],
  "related": [],
  "first_seen": "2026-10-17",
  "last_verified": "2026-10-17",
  "sponsored": false,
  "license": "CC BY 4.0 (summary text); quotes and sources belong to their owners",
  "evidence_grade": "B",
  "grade_rationale": "Named organization with a quantified outcome from the vendor or the organization itself (self-reported).",
  "verification": {
    "checked": "2026-10-17",
    "checker": "pipeline.verify (quote match + outcome-number match)",
    "methods": [
      "auto:fetch"
    ],
    "quotes_matched": 1,
    "quotes_total": 1,
    "claims_matched": 3,
    "claims_total": 3,
    "passed": true
  },
  "url": "https://agentcasefile.com/cases/tidalhealth-orthopedics-assort-voice-ai/",
  "industry_label": "Hospitals & Health Systems",
  "role_labels": [
    "Patient Access & Outreach"
  ],
  "vertical": "healthcare"
}