Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
Tap play to hear this voice
AI Receptionist · Neurosurgery
On a neurosurgery line, the symptom comes before the paperwork.
Most calls to a neurosurgery practice are about referrals, waiting times and where an MRI needs to go. Some are not. A sudden severe headache, a new weakness down one arm, a face that has started to droop: those callers need the emergency script before anyone talks about a referral. LUNA's AI receptionist answers for your practice, after hours, on overflow when your team is busy, or around the clock: red-flag symptoms first, referral logistics second, always.
After-hoursOverflowFull 24/7you choose, changeable any time
Why this line is different
A referral queue with an emergency hiding in it.
Referral-required, framed plainly
Neurosurgery is a referral practice: for a Medicare-rebated consultation a patient needs a current referral from their GP or another specialist. The agent explains that plainly, tells the caller what their referral needs to reach you, and never leaves someone confused about why they can't just book straight in.
More than a message pad
The agent answers questions about your neurosurgeons, your procedures, imaging requirements and how referrals and waiting lists work from an approved knowledge base, then captures name, number, referral status, reason and urgency, or books directly into Cliniko where enabled. It never quotes a surgical outcome or a waiting time it hasn't been given.
The red flag comes first
A sudden severe headache, new limb weakness, a facial droop or slurred speech: these are not referral enquiries, they are emergencies. The agent runs your configured red-flag guidance before anything else, sends the caller to 000 or emergency care, and alerts your nominated contact rather than adding them to a queue.
Red-flag symptoms first, referral second, always
The words that decide whether it is a queue or a 000 call.
When a caller describes a symptom on a neurosurgery line, the agent doesn't diagnose and it doesn't reassure. It reads what they say against your configured red-flag guidance first, and only once that is clear does it move to referrals and waiting lists. Here is how it sorts the three things a neurosurgery line has to get right.
Call 000: the red-flag tier
A thunderclap headache that peaked in seconds, new weakness or numbness down one side, a face that has drooped, slurred speech, sudden vision loss, or a first-ever seizure: the agent recognises these, tells the caller to phone 000 or go to the nearest emergency department now, and does not offer a clinic appointment as the alternative. It never talks a caller out of emergency care.
Referral logistics: the routine tier
A patient with a referral in hand, an imaging report to send, a question about the waiting list: once red flags are excluded, the agent handles the logistics. It confirms what a current referral needs to include, notes where the scans should go, captures the enquiry cleanly and sets the right level of urgency for your team.
Titles and privacy: the discipline tier
The agent uses each surgeon's protected specialist title exactly as registered, never inflates it, and it treats a patient's health information as health information: it confirms who it is speaking to before discussing anyone's referral or appointment, and gives an unverified caller nothing.
Hear it yourself
The neurosurgery demo is nearly ready to ring.
We're finishing the neurosurgery guardrail layer now, built from its own primary sources before the agent answers a single call, so this demo clinic isn't live to ring just yet. Tell us neurosurgery is your field and we'll email you the moment it goes live. In the meantime you can hear the exact voice range your patients would reach, right here.
Highfield Neurosurgery · fictional practice, Sydney
Demo coming soonHighfield Neurosurgery is on its way
We build each specialty's guardrail layer from its own primary sources before we let the agent answer a single call, so this one isn't live to ring just yet. Tell us it's your field and we'll email you the moment your demo clinic is ready, and you can hear the voice range right here in the meantime.
Over twenty specialty demo clinics are already live to ring, from GP, paediatrics and dermatology to bariatric, vascular and psychology.
Prefer a different voice? Hear the range
Ella is the voice you just heard, and the name is always Luna whichever voice your clinic chooses. Tap any card to listen, or browse the full gallery at lunasystems.com.au/ai-voice-selection.
Filter:
Grace · Helpful Hand
Polished, bright Australian female for friendly professional assistance.
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Cooper · Friendly Mate
Warm and highly relatable, excellent for customer service.
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Olivia · Sunny Woman
Friendly, happy adult female for engaging conversations.
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Amelia · Instructor
Strong, composed female voice suited for giving instructions with clarity and authority.
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Paul · Straight Talker
Deep and firm male voice with a relaxed, conversational delivery.
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Callum · Brand Spokesperson
Neutral, confident young adult male fit for voiceovers and customer interactions.
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Barry · Helper
Inviting, friendly male for customer support and product videos.
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Liam · Guy Next Door
Casual, friendly young male for authentic and engaging conversations.
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Ethan · Casual Assistant
Laid-back with a relaxed, low-key delivery for effortless, grounded customer support.
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Heath · Calm & Composed
Smooth professional delivery, perfect for calm customer support.
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Jasper · Vibrant Stylist
A bright, expressive Australian male with an engaging, animated delivery that adds natural personality and warmth to any script.
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Eleanor · Composed Clarifier
Clear, professional adult female for customer communication.
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How she's trained
Five layers deep. From reception craft to your own protocols.
Reception craft
Natural Australian conversation, a calm register for a frightened caller, proper message-taking, booking discipline, and the golden rule underneath it all: if it isn't configured or approved, she says so and captures the question rather than improvising.
The rules of all Australian medicine
AHPRA and National Board advertising guidelines, the Privacy Act and state health-records law, TGA advertising rules, Medicare and fees accuracy, emergency escalation, honest AI disclosure, and recording-consent statutes in all 8 states.
The neurosurgical canon
The Neurosurgical Society of Australasia's standards, the Royal Australasian College of Surgeons' surgical competence and consent guidance, and the Medical Board of Australia's Good Medical Practice, distilled into red-flag escalation first and referral logistics second, protected-title accuracy, no results read out over the phone, and clear referral-required framing, with rules that cite their sources.
Your practice
Your neurosurgeons and their exact titles, your fellows, nurses and allied staff, your procedures, imaging requirements, fees policy and hours, your referral and waiting-list stance, plus your own materials: pre-procedure and imaging instructions, patient information sheets, aftercare notes, and a specialised go-live questionnaire about how your practice actually runs.
Continuous improvement, versioned
Every month, every call is audited: drop-off points, unanswered question types, improvement candidates. Changes are approved with you and versioned into the agent, and regulation-change monitoring updates the rules when guidance moves. Better every month, never changed without sign-off, and never self-retraining on its own.
The guardrails are the product
Go on. Try to make it misbehave.
Every generic voice bot can answer a phone. The question your board, your indemnifier and AHPRA would ask is what it says on a recorded line at 9pm to a frightened caller with nobody supervising. Tap a question to see how Luna handles it.
Traceable, versioned, maintained
Every rule cites its source. Every agent knows its version.
The agent's behaviour is built from layered, versioned rule sets distilled from the primary sources: the Neurosurgical Society of Australasia's standards, the Royal Australasian College of Surgeons' guidance, the Medical Board of Australia's Good Medical Practice, AHPRA advertising guidelines, and the Australian Privacy Principles. When a regulator updates guidance, we know which rules are affected and which agents need updating.
✓ approved · v1.1
All of medicine
Scope of practice, advertising discipline, privacy, emergency escalation, honest AI disclosure on every call.
✓ approved · all 8 states
Your state
Recording consent statutes, the state complaints body, the state stroke and acute-care escalation pathway, jurisdiction privacy law.
✓ in build
Neurosurgery
Red-flag escalation first and referral logistics second, protected-title accuracy, no results read out, referral-required framing.
Ahpra & National Boards
Guidelines for advertising a regulated health service · shared Code of Conduct · guidance on using AI in healthcare
Medical Board of Australia
Good Medical Practice: a code of conduct for doctors · scope of practice and escalation · specialist registration and protected titles
Neurosurgical Society of Australasia
Neurosurgical Society of Australasia standards of practice · referral and scope-of-practice position statements
Royal Australasian College of Surgeons
RACS surgical competence and performance standards · consent and professional-conduct guidance for surgical practice
Privacy & consumer law
Privacy Act 1988 and the Australian Privacy Principles (OAIC) on a patient's health information · TGA advertising rules · ACCC advertising guidance
Your state's law
Call-recording consent statutes · health complaints bodies (HCCC, HCC, OHO) · state health-records and stroke-pathway law
Distilled from LUNA's living library of 8,900+ Australian regulatory and professional documents, independently verified against source text, and monitored for regulatory change. When a guideline updates, we know exactly which rules and which agents are affected.
From go-ahead to go-live
Live on your number in about four weeks.
Configure
Your neurosurgeons and their correct titles, your fellows, nurses and allied staff, procedures, imaging requirements, fees policy, hours, referral and waiting-list stance, red-flag pathways and escalation contacts, plus your own materials: pre-procedure and imaging instructions, patient information sheets, aftercare notes. A specialised go-live questionnaire makes sure every answer the agent gives is yours, not a generic one.
Assemble and attack
Your agent is built from the approved compliance layers plus your configuration, then attacked with a neurosurgery-specific test script, red-flag escalation, referral-required framing, protected-title accuracy and no-results rules included. It must pass every probe before it ever answers a real call.
Go live, stay current
Your number routes to the agent, changeable in seconds, never a dead line. Monthly call reviews and regulation-change monitoring included.
We build around what you already run
Cliniko, Best Practice, Medical Director, Genie, Gentu, Halaxy, Coreplus, your dental suite, whatever runs your day: we design the agent around your systems, never the other way round. You don't change how your practice works to suit us.
Direct integration
Where your practice software has API access, Luna books and writes back in real time. Cliniko is live today, with more connectors on the roadmap.
Built around your workflow
No API? We wire structured, qualified messages into your existing inbox, CRM or task list, formatted exactly the way your team already works.
Standalone when needed
Locked-down legacy system? We stand up a clean parallel capture and booking layer for you, and your team reconciles it in minutes, not hours.
Fair questions
The things practice managers actually ask us.
Does the caller know it's an AI?
Always. Every call opens by saying it's an AI assistant and that the call is recorded, and it confirms it plainly if asked. That disclosure is fixed at the compliance layer; no clinic setup can remove it, which also satisfies the strictest Australian recording-consent standard.
Where do recordings and transcripts go?
They contain a patient's health information, so they're treated that way: moved to Australian-hosted storage promptly after each call, deleted from the voice platform, delivered only to the contacts you nominate, and retained for a period you set. The full detail is on our data handling and security page, and you get it in writing as a one-page summary.
How does it handle a neurological red flag after hours?
It runs your configured red-flag guidance before anything else. A sudden severe headache, new limb weakness, a facial droop, slurred speech, sudden vision loss or a first seizure is sent straight to 000 or emergency care. A stable caller with a referral question is captured with the right urgency and pointed to their GP or healthdirect on 1800 022 222 if anything worsens. It gives the caller the immediate steps, raises an urgent alert to your nominated contact, never diagnoses, and never talks anyone out of emergency care.
Will it read out imaging results or quote outcomes?
No. The agent doesn't read out a scan or pathology result and doesn't quote surgical outcome figures or waiting times it hasn't been given. It arranges for your neurosurgeon or nurse to discuss results properly, and captures the enquiry for your team rather than improvising an answer on the phone.
Can it book directly into our software?
Where your practice software supports it (Cliniko first, more connectors coming), yes: real bookings into your calendar. It confirms the caller's identity first, and because neurosurgery is referral-required it explains that a current referral is needed for a Medicare-rebated consultation. Otherwise it captures qualified, structured enquiries for your team to action first thing.
Built by LUNA Systems, Brisbane
Your phones, answered with the red flag caught first.
Because on a neurosurgery line, missing one is the thing that matters. Book a discovery call and we'll walk you through how the agent handles red flags, referral logistics and results questions, plus exactly what setup looks like for your practice.