The desk, when the system is down
Healthcare frontline
Hospital administrative staff are the first person a frightened patient speaks to, and the last group anyone trains for it. This gives them the rehearsal, in their own language.
You
You are on the desk at a busy hospital during a system outage. You cannot see appointments and the queue is not moving.
The AI plays
Sarah
Patient, waiting
Believes her symptoms are urgent and that she is being dismissed. Has been waiting long enough to stop being polite about it.
“Nobody here will tell me anything. Am I being seen today, or not?”
Sarah opens.
An example scenario. Yours are written from your own playbooks, policies and calls.
The live read, so staff can see how they came across when it mattered.
How the session goes
Sarah arrives at the desk already escalated and can tell being managed from being helped. A scripted reassurance confirms her fear that she is being dismissed. She accepts a next step only once the fear under the complaint is acknowledged, and staff run it in the language they work the desk in.
- 01
Arrives already escalated
- 02
Reads whether you are managing her or helping her
- 03
Names the fear under the complaint
- 04
Accepts a next step, or asks for someone else
What the report gives the manager
The report quotes the sentence that steadied her, or the one that confirmed her fear, scores Emotional intelligence, Clarity, Engagement and presence and Adaptability, and shows a patient experience lead which staff calm a frightened patient and which need the rehearsal most.
- Words
- Whether the point landed, or only got said
- Voice
- Whether they sounded steady, or sounded rattled
- Face
- Whether they stayed present, or checked out early
- Body
- Whether they held the room, or shrank from it
Built from your own material
Your patient communication and complaints policy
The situations your reception staff report most
Catalan, Arabic, or whichever language your staff use on the desk
The five dials every scenario carries
Resistance
Emotional depth
Complexity
Resolution pace
Insight generation
Who runs it
Hospital reception and admissions
Primary care teams
Patient experience leads
Clinical onboarding
This one can leave the browser
Your reception team has no laptop at the desk and will never book a training slot. EMORI puts the same practice on a small robot in the break room, so they can pick it up between shifts, in their own language, without logging in to anything.
Reception staff get what medicine already gives its clinicians: simulation first, patients second.
In pilot at Badalona Serveis Assistencials, under the EU funded ARISE programme.
See EMORI, the robot it runs onBring us your version of this conversation
We write the character on the other side of it, then walk you through a real scored session.
Book a demoTeams that start here often add
Compliance and security awarenessInternal comms, and the end of the intranet