OMC Amstelland: from 30% missed calls to none in the first month

The practice

OMC Amstelland is an ophthalmology clinic with two locations near Amsterdam. General eye care, glaucoma and macular treatment, plus specialised care for dry eyes and floaters that draws referrals from abroad. Two sites, one shared phone line, and a front desk that also checks patients in.

The problem

At peak times and after 5 PM the line simply rang out. Nearly a third of calls went unanswered, and half of the people who reached voicemail never called back. Most of those callers wanted something simple: opening hours, the status of an order, or an eye exam booking.

• 30% of incoming calls unanswered
• 50% of missed callers never heard from again
• Average wait of over four minutes at peak times
• Front desk interrupted by the phone while patients stood at the counter

What Optavius implemented

Nothing was replaced. Calls were forwarded to Optavius on the clinic's existing number, first as overflow and after hours, then for all lines within a week.

1. Booking, rescheduling and cancellations written into the clinic's calendar
2. Order status lookups for glasses and contact lenses
3. Store information: hours, locations, insurance, what to bring
4. A red-flag pathway approved by the medical director, escalating sudden vision loss, flashes and floaters, trauma and chemical exposure to on-call staff with a summary
5. Warm transfer to the front desk for billing and anything outside scope

Live in under two weeks, before any integration with the practice management system. The integration followed in the second phase.

Results

Measured over 8,420 incoming calls in May and June 2026.

| Metric | Before | With Optavius | | --- | --- | --- | | Calls unanswered | 30% | 0% | | Missed callers never heard from again | 50% | 0% | | Resolved without staff | 0% | more than 60% | | Average response time | 4 minutes | 2 seconds | | Staff hours saved per month | | about 170 | | Appointments booked | | +23% |

The three most common reasons for calling, general information, order status and eye exam booking, are now handled end to end. Most of the growth in bookings arrives after 5 PM and at weekends.

In their words

> "The AI actually understands eye care. It knows the difference between a contact lens reorder and an emergency. My staff were skeptical at first, but now they can't imagine going back."

Practice manager, OMC Amstelland