Case Study: Why AFC West Haven CT Chose TeleCloud to Improve Patient Care

When Mohammed Zaman opened AFC Urgent Care West Haven, he faced a challenge common to many healthcare operators: building a technology stack that could support not only day-to-day operations but also meaningful patient experiences.

Phones, often overlooked, quickly emerged as a top priority.

In urgent care, every interaction matters. Patients are often stressed or anxious, and the first interaction — usually over the phone — sets the tone for their entire care journey.

"Until the consumer has called and we successfully convert them into a patient, we have gained nothing." — Mohammed Zaman

In other words, if phone calls aren't handled properly, urgent care centers risk lost business, poor patient satisfaction, and negative brand perception.

For AFC West Haven, it became clear that the right communications solution wasn’t optional — it was foundational to patient care and business success.

What challenges did AFC West Haven face with traditional phone solutions?

When Zaman began evaluating technology partners, he spoke with five to six vendors, including large providers like Comcast and RingCentral. While these companies offered robust solutions, they came with limitations for urgent care environments.

Here’s what was missing:

1. Lack of Visibility and Oversight

With traditional phone systems, owners and managers often can't hear what happens during patient calls unless there’s a complaint. This blind spot can lead to:

• Missed service opportunities
• Inadequate responses to patient concerns
• No ability to identify training gaps or process issues

2. Limited Flexibility and Customization

General-purpose phone systems do not easily adapt to the unique needs of urgent care clinics, such as:

• Scripting calls for immigration physicals, follow-ups, and first-time patient questions
• Routing calls intelligently to available staff
• Monitoring performance in real-time

3. High Cost of Call Center Features

Smaller clinics often cannot afford enterprise call center features. Yet, without these capabilities, managing call flows and patient needs becomes difficult.

How did TeleCloud help solve these issues?

After evaluating his options, Zaman found that TeleCloud's UrgentPhone™ solution was tailored to the urgent care model, combining flexibility, affordability, and support.

1. Real-Time Call Monitoring and Coaching

One early incident highlights the value immediately.

A team member made a routine follow-up call to a patient. The patient indicated they were not doing well, and instead of offering help or a follow-up appointment, the staff member simply ended the call politely.

For many owners, this would have gone unnoticed — but not with TeleCloud.

Using the platform’s call recording and live monitoring features, Zaman listened to the call and identified the issue. Rather than reprimand the staff, he used it as a coaching opportunity, setting up training to help staff handle similar situations better in the future.

This not only improved patient care but also protected the clinic’s reputation and revenue.

2. Custom Call Handling Scripts

With insights from call reviews, Zaman and his team began scripting calls for various patient scenarios:

• Immigration physical inquiries
• Follow-ups after visits
• First-time callers

TeleCloud made it easy to record and implement these scripts, creating consistency across patient interactions and ensuring high-quality service.

3. Industry-Specific Support and Flexibility

Zaman highlighted a major difference between working with large vendors and TeleCloud:

“The advantage of working with a niche player is they are nimble. They're available when you want, and they customize solutions if needed.”

For AFC West Haven, this translated to:

• 24/7 support: Help was available whenever needed, even after hours
• Tailored solutions: Adjustments were made for the clinic’s specific workflows
• Cost-effective pricing: Call Center features without the prohibitive cost

How does this impact patient care and business operations?

By addressing their communication challenges, AFC West Haven achieved several important outcomes:

• Higher patient satisfaction — Follow-ups are now handled with care and consistency, ensuring patients feel supported.
• Improved staff performance — Real-time feedback and training opportunities empower the front desk and medical assistants.
• Reduced risk of missed opportunities — Every call is seen as a chance to engage, help, and retain patients.
• Operational efficiency — Intelligent routing and scripting reduce call handling time and errors.

For urgent care centers, where every call can directly impact patient outcomes and clinic profitability, these improvements are significant.

Would AFC West Haven recommend TeleCloud to others?

Zaman says “Hands down anytime.” — but with an important caveat.

"First, understand your needs. If you only go after bare minimum solutions, you're risking patient experience and business success."

For healthcare providers who value patient interactions and want tools to help staff succeed, TeleCloud has proven to be a strategic partner — not just a technology vendor.

Every Call Is an Opportunity — Make Yours Count

At AFC West Haven, patient care doesn’t start at the front desk — it begins the moment the phone rings. When that interaction falls short, so does the opportunity to deliver meaningful care. Early on, Mohammed Zaman realized that gaps in phone communication weren’t just operational hiccups — they were missed chances to connect, to help, and ultimately, to retain patients.

By implementing TeleCloud, the clinic found more than just a better phone system. They discovered a way to bridge the gap between technology and patient experience. Real-time call monitoring brought critical visibility, empowering leadership to identify issues early and provide targeted coaching. Thoughtful call scripting created consistency, while responsive support and affordable enterprise-grade features ensured the solution worked for their unique needs without breaking the budget.

Today, patient interactions at AFC West Haven are more intentional and supportive. Staff members are better trained, patients feel heard and cared for, and no conversation is left to chance.

For any healthcare provider, this is a reminder of the stakes. Every phone call is a touchpoint that can either strengthen a relationship or erode trust. In a fast-paced environment like urgent care, those moments matter — and having the right communication partner makes all the difference.

Ready to make every call count in your healthcare practice? Connect with a TeleCloud specialist today to explore how we can help you create smarter conversations and deliver exceptional care.