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MediQo now gives clinics greater control over how the AI Receptionist handles incoming calls. You can block specific patients from booking through the AI and ensure their calls are directed to a human receptionist instead.
This feature was introduced based on clinic feedback to support more flexible and appropriate patient management.
What Is This Feature?
The Patient Block (Blacklist) Feature allows clinics to:
Prevent specific patients from booking appointments via AI
Automatically transfer those calls to a human receptionist
Maintain greater control over complex or sensitive patient interactions
It does not prevent patients from calling — it simply changes how their call is handled.
Why Would a Clinic Block a Patient?
Clinics may choose to redirect certain patients to a human receptionist in situations such as:
Repeated no-shows
Outstanding unpaid bills
Rude, aggressive, or inappropriate behaviour
Conflict of interest
Patients requiring complex appointment types
Patients who frequently require manual triage
Patients not adhering to treatment plans
This ensures appropriate oversight and protects clinic operations.
What Happens If a Blocked Patient Calls?
If a blacklisted patient calls to book:
The AI Receptionist will recognise the patient
The system will automatically transfer the call to a human receptionist
The patient will not be able to complete booking through AI
This maintains a professional and consistent experience while allowing the clinic to manage the interaction directly.
Does This Affect Other Patients?
No. All other callers will continue to interact with the AI Receptionist as normal.
Does This Require Changes to IVR Settings?
No changes are required to your clinic’s IVR.
The feature works within your existing configuration.
How to Use this Feature
Navigate to AI Receptionist Settings from your practice manager login in MediQo
Click the ‘Clinic Rules’ button on the left hand side
Configure as appropriate