# How did TidalHealth Orthopedics reduce abandoned calls with voice AI?

> 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.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** TidalHealth Peninsula Orthopedics Institute (hospital-affiliated orthopedic practice)
- **Industry:** Hospitals & Health Systems — Orthopedics
- **Roles:** Patient Access & Outreach
- **Tools:** Voice AI agent (Assort Health)
- **Status:** production · **Agent pattern:** voice-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- abandoned calls: 75% reduction [1] (self-reported)
- wait times: from 90 minutes to seconds [1] (self-reported)
- patient satisfaction: 4.5-4.6 out of 5 [1] (self-reported)

## How it works
1. Agent answers every inbound call.
2. Schedules, cancels, or reschedules directly, or routes to a live agent.
3. 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 angle
Orthopedic practices are core accounts for ortho device reps; faster patient access upstream means faster time to surgical consults and procedures.

## Sources
1. Assort Health, "TidalHealth Orthopaedic Cuts Abandoned Calls by 75%" (undated; accessed 2026-10-17) <https://www.assorthealth.com/customers/tidalhealth-orthopedics-customer-story>
   > "Our call wait times used to be up to an hour and a half — and now they’re down to seconds."

Canonical: https://agentcasefile.com/cases/tidalhealth-orthopedics-assort-voice-ai/ · License: CC BY 4.0 (summary) · Source: Agent Casefile