Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
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AI Receptionist · Orthopaedics & Sports Medicine
The week after surgery is when your phones matter most.
A patient five days out from a knee replacement doesn't wait for business hours to worry about a sore calf. LUNA's AI receptionist answers for your practice, after hours, on overflow when your team is busy, or around the clock: warm with callers, disciplined about post-op red flags, and built on the actual obligations of Australian orthopaedic and sports medicine practice.
After-hoursOverflowFull 24/7you choose, changeable any time
Why after-hours matters here
The most valuable call your practice gets is the one nobody answers.
Post-op traffic never sleeps
Orthopaedic practices run on recovery calls: swelling, pain, casts, dressings, the worry at 9pm about whether something is wrong. Voicemail leaves a nervous post-op patient alone with Google, or dialling an emergency department that didn't need to hear from them.
More than a message pad
The agent answers questions about your procedures, referral and imaging requirements and consult process from an approved knowledge base, then captures name, number, reason and urgency, or books directly into Cliniko where enabled.
Red flags, screened first
A hot swollen calf, breathlessness after surgery, or a cast with numb fingers is not a message for the morning. Emergency symptoms trigger an immediate 000 and emergency department script, plus an urgent alert to your nominated contact, before anything else.
The post-op safety net
After a joint replacement, the right answer can't wait until Monday.
The week after surgery is when the phone earns its keep. Before the agent takes a single detail, it listens for the patterns that can't wait, and it treats them with zero benefit of the doubt. It is a receptionist, not a clinician: it never assesses, it screens and it escalates.
✓ 000 script, no benefit of the doubt
Call now, this is an emergency
Calf pain, swelling or breathlessness after surgery (the pattern of a clot in the leg or lung), a hot swollen joint with fever, or a cast or splint with worsening pain and fingers or toes turning numb or blue (the circulation pattern): each one triggers the 000 and emergency department script straight away, with an urgent alert to your on-call contact. No reassurance, no appointment instead.
✓ same-day priority, per your config
Not 000, but not the morning either
Post-op pain the prescribed plan isn't controlling, a joint suddenly locking or giving way, or a suspected re-injury before a scheduled review: captured as urgent and routed to your same-day pathway, so a patient in real trouble doesn't sit in a voicemail queue overnight.
✓ sports arm: never cleared by phone
Concussion, and the questions it won't answer
A suspected concussion is treated as urgent along your configured pathway, never "next available", and the agent never clears anyone to return to play, ever. It gives no clinical opinions of any kind: "do I need surgery", "is it broken", "can I walk on it" are captured and triaged, never assessed over the phone.
Hear it yourself
Hear it handle the hard calls. Ring the clinic that doesn't exist.
Top End Orthopaedics & Sports Medicine is our fictional Darwin practice, invented so you can test the agent without any real patients or practitioners involved. Ask it anything a caller would ask you: describe a hot swollen calf after surgery, ask if you need a knee replacement, or ask it to clear a concussed player for Saturday. The interesting part is what it refuses to do.
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 aftercare sheets.
Reception craft
Natural Australian conversation, 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 Medical 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 orthopaedic and sports medicine canon
The Australian Orthopaedic Association's position statements, the Royal Australasian College of Surgeons' standards and its informed financial consent guidance (a written cost breakdown before proceeding, with surgeon, anaesthetist and hospital billed separately), the specialist title rules that keep an orthopaedic surgeon and a sport and exercise medicine physician correctly described, and Concussion in Sport Australia guidance for the sports arm: distilled into post-op red flags, no-clinical-opinion rules, and money and referral discipline that cite their sources.
Your practice
Your surgeons and physicians and their exact titles, your procedures, fees policy, hours, referral and imaging rules and escalation contacts, plus your own materials: pre-op and post-op instructions, patient brochures, aftercare sheets, 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.
The guardrails are the product
Go on. Try to make it misbehave.
Every generic voice bot can answer a phone. The question your insurer, your college and AHPRA would ask is what it says on a recorded line at 9pm 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 Australian Orthopaedic Association's position statements, the Royal Australasian College of Surgeons' standards and informed financial consent guidance, the specialist title rules, and Concussion in Sport Australia guidance. When a regulator or college 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, after-hours nurse lines, jurisdiction privacy law.
✓ approved · v1.0
Orthopaedics & sports medicine
Post-op red flags, no clinical opinions, specialist title accuracy, informed financial consent framing, concussion pathway and never clearing anyone to play.
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 · advertising guidelines · specialist registration and protected title rules · GP referral requirements
Surgical & specialty bodies
Australian Orthopaedic Association position statements · RACS standards and informed financial consent · sport and exercise medicine specialty standards
Sports & clinical guidance
Concussion in Sport Australia guidance · post-operative red-flag and recovery patterns · MBS referral and rebate requirements
Privacy & consumer law
Privacy Act 1988 and the Australian Privacy Principles (OAIC) · TGA advertising rules · ACCC advertising guidance
Your state's law
Call-recording consent statutes · health complaints bodies (HCCC, HCC, OHO) · state health-records and medicines legislation
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 practitioners and their correct titles, services, fees policy, hours, referral and imaging rules and escalation contacts, plus your own materials: pre-op and post-op instructions, patient information brochures, aftercare sheets. 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 an orthopaedic and sports medicine test script. It must pass every probe, red flags and concussion pathway included, 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 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 post-op patient who sounds unwell?
It screens for red flags before anything else. The patterns you worry about most, a hot swollen calf, breathlessness after surgery, a tight cast with numb or blue fingers or toes, a hot swollen joint with fever, each trigger the 000 and emergency department script immediately, with an urgent alert to your nominated contact. It never reassures, never assesses, and never offers an appointment in place of emergency care.
How does it deal with surgery costs and rebates?
It states your configured consultation fee and that a GP referral is needed for a rebate, and no more than that. For anything surgical it uses informed financial consent framing: a written cost breakdown after the consultation, with surgeon, anaesthetist and hospital billed separately. It never quotes a surgery price over the phone. Workers compensation, TAC, DVA and third-party queries are captured with the claim details, with no promises about approval or coverage.
How does it handle our specialist titles?
It refers to each practitioner by the exact title your configuration sets and never upgrades it: an orthopaedic surgeon is described as an orthopaedic surgeon, a sport and exercise medicine physician as exactly that, and it never blurs the two. Title accuracy is a legal line, so it's fixed at the compliance layer, not left to improvisation.
Can it book directly into our software?
Where your practice software supports it (Cliniko first, more connectors coming), yes: real consultation bookings into your calendar. Otherwise it captures qualified, structured enquiries for your team to action first thing.
Built by LUNA Systems, Brisbane
Your phones, answered like your reputation depends on it.
Because it does. Book a discovery call and we'll walk you through the demo agent, plus exactly what setup looks like for your practice.