AIC Kijabe Hospital Enhances Patient Communication with Talkcoms

The Challenge

AIC Kijabe Hospital, a faith-based healthcare facility established in 1915, has long been committed to providing compassionate, Christ-centered care. However, the hospital faced growing challenges in managing patient communication effectively.

Their existing communication system, based on Cisco IP phones, was only capable of handling two calls at a time. This led to a high volume of missed and abandoned calls, limited follow-ups, and no structured way to track patient inquiries. The inability to retrieve historical call records or access social media conversations in real time resulted in rising patient dissatisfaction and service inefficiencies.

The Solution

In search of a more robust, patient-centric solution, AIC Kijabe Hospital partnered with Talkcoms to implement its Omnichannel Contact Center.

The transition to Talkcoms transformed their communication process by:
• Enabling real-time call and social media engagement
• Implementing a ticketing system for tracking patient concerns
• Offering disposition and inquiry data for improved follow-ups
• Allowing monthly analytics and reporting to inform service delivery

The Impact

Since adopting Talkcoms, AIC Kijabe Hospital has significantly improved how it handles client communication. Administrative staff can now respond quickly and efficiently across multiple channels, ensuring no inquiry goes unanswered.

With Talkcoms, we’ve been able to truly hear our patients and act on their concerns promptly. The system has streamlined how we work, reduced complaints, and helped us deliver a better patient experience,said Grace Gitau and Flevian Nyandusi, Administrative Assistants.

Thanks to Talkcoms, AIC Kijabe Hospital now delivers seamless, patient-focused communication that aligns with its mission of compassionate care.