Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
Tap play to hear this voice
AI Receptionist · Pain Medicine & Rheumatology
The most sensitive medication calls in medicine, handled with care.
Your line takes calls that no other clinic's does: someone in pain who has run out of their medication, a caller braced to be judged before they have finished a sentence, a script that cannot be discussed on the phone. LUNA's AI receptionist answers for your practice, after hours, on overflow when your team is busy, or around the clock: warm with every caller, silent on every controlled medicine, and built on the actual regulatory obligations of Australian pain and rheumatology practice.
After-hoursOverflowFull 24/7you choose, changeable any time
Why the line matters here
The caller who dreads ringing you is the one who most needs it to go right.
Pain doesn't keep office hours
A flare that worsens overnight, medication that has run out before the weekend, a caller who is hurting and anxious: these calls arrive after hours and on weekends. A voicemail sends them elsewhere or nowhere. The agent picks up, meets them with warmth, and captures the enquiry properly for your team.
More than a message pad
The agent answers questions about your services, your specialists and how referrals and booking work from an approved knowledge base, then captures name, number, reason and urgency, or books directly into Cliniko where enabled. It knows a pain and rheumatology clinic runs on referrals, and captures that cleanly.
Controlled-medicine discipline, built in
A caller asking whether you prescribe a particular opioid, or wanting a repeat texted through: these are the calls a generic bot gets catastrophically wrong. The agent never discusses, confirms or promises a controlled-medicine script. It captures with zero judgement and routes to the treating practitioner.
Restraint is the whole point
The word she will never say, and the caller she will never judge.
Most of what makes this line safe is what the agent refuses to do. It does not name a medicine, price a script, or comment on why a prescription might be held up. It captures with warmth, routes to the treating practitioner, and stays entirely out of the prescribing conversation. Here is where that discipline shows.
She never discusses a controlled-medicine script
Whether the clinic prescribes a particular opioid or other controlled medicine, the dose, the renewal, or whether a repeat can be arranged: none of it is confirmed, named, dated or commented on over the phone. It is a consultation matter for the practitioner. The agent says so plainly and captures the request for the treating team.
Zero judgement, every time
A caller who says "I know this sounds like I'm drug-seeking" is met with warmth, never with an echo of that self-critical language and never with a hint of suspicion. Their request is captured as a priority message for the treating practitioner and treated as health information under full privacy. Nobody is made to feel like a problem.
Real-time monitoring stays with the prescriber
If a caller says their prescription is being blocked or queries what a monitoring system is showing, the agent does not reference, interpret or comment on real-time prescription monitoring or anyone's medicine history. That is the prescriber's domain. It captures the message for the practitioner and takes details, nothing more.
Hear it yourself
Hear it handle the hard calls. Ring the clinic that doesn't exist.
Stillpoint Pain & Rheumatology is our fictional Sydney practice, invented so you can test the agent without any real patients or practitioners involved. Ask it the calls you dread: ask it to confirm you prescribe a particular opioid, to text a repeat through, or to tell you what a monitoring system is showing. The interesting part is how it refuses, with warmth and without judgement.
Fictional practice, real agent. Nothing you say reaches a real patient or clinician.
Talk to Luna
Tap to start a live voice call with the demo agent and put its controlled-medicine discipline to the test.
Calls are capped at three minutes, may be reviewed to improve the agent, and are for demonstration only.
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.
Tap play to hear this voice
Cooper · Friendly Mate
Warm and highly relatable, excellent for customer service.
Tap play to hear this voice
Olivia · Sunny Woman
Friendly, happy adult female for engaging conversations.
Tap play to hear this voice
Amelia · Instructor
Strong, composed female voice suited for giving instructions with clarity and authority.
Tap play to hear this voice
Paul · Straight Talker
Deep and firm male voice with a relaxed, conversational delivery.
Tap play to hear this voice
Callum · Brand Spokesperson
Neutral, confident young adult male fit for voiceovers and customer interactions.
Tap play to hear this voice
Barry · Helper
Inviting, friendly male for customer support and product videos.
Tap play to hear this voice
Liam · Guy Next Door
Casual, friendly young male for authentic and engaging conversations.
Tap play to hear this voice
Ethan · Casual Assistant
Laid-back with a relaxed, low-key delivery for effortless, grounded customer support.
Tap play to hear this voice
Heath · Calm & Composed
Smooth professional delivery, perfect for calm customer support.
Tap play to hear this voice
Jasper · Vibrant Stylist
A bright, expressive Australian male with an engaging, animated delivery that adds natural personality and warmth to any script.
Tap play to hear this voice
Eleanor · Composed Clarifier
Clear, professional adult female for customer communication.
Tap play to hear this voice
How she's trained
Five layers deep. From reception craft to your own protocols.
Reception craft
Natural Australian conversation, a calm and unhurried register for callers in pain or distress, 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 pain and rheumatology canon
The Schedule 8 and Monitored Medicines Prescribing Codes, the guidance on prescribing drugs of dependence in practice, the SafeScript and real-time prescription monitoring framework, and the Medical Board's Good Medical Practice, distilled into hard rules: never discuss, name, confirm or date a controlled medicine, never comment on monitoring, capture with zero judgement, and triage the red flags that a person on immunosuppression cannot afford to wait on.
Your practice
Your pain medicine specialists and rheumatologists and their exact titles, your services and procedures, your referral and fees policy and hours, your controlled-medicine and repeat-script stance, plus your own materials: pre-procedure 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 caller in pain, 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 Schedule 8 and Monitored Medicines Prescribing Codes, the guidance on prescribing drugs of dependence, the SafeScript and real-time monitoring framework, the Medical Board's Good Medical Practice, 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, after-hours pathways, monitored-medicines legislation, jurisdiction privacy law.
✓ approved · v1.0
Pain & rheumatology
No controlled-medicine discussion, no repeat-script promises, no monitoring commentary, zero-judgement capture, immunosuppression red-flag triage and protected specialist titles.
Ahpra & National Boards
Guidelines for advertising a regulated health service · shared Code of Conduct · guidance on using AI in healthcare
Prescribing codes & drugs of dependence
Schedule 8 and Monitored Medicines Prescribing Codes · guidance on prescribing drugs of dependence in practice · state medicines and poisons legislation
Real-time prescription monitoring
SafeScript and equivalent state real-time monitoring frameworks · prescriber-only access rules · monitored-medicines notification requirements
Medical Board of Australia
Good Medical Practice: a code of conduct · specialist registration and protected title rules for pain medicine and rheumatology
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 specialists and their correct titles, services and procedures, referral and fees policy, hours, controlled-medicine and repeat-script stance, emergency pathways and escalation contacts, plus your own materials: pre-procedure 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 pain-and-rheumatology test script: controlled-medicine probes, repeat-script pressure, monitoring queries and immunosuppression red flags 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 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 controlled-medicine or repeat-script call?
It never discusses, names, confirms or dates a controlled medicine, and it never promises, refuses or arranges a repeat. Prescriptions are the practitioner's decision, so the agent says so plainly, captures the request with warmth and zero judgement as a priority message for the treating team, and takes details. It also never comments on real-time prescription monitoring or anyone's medicine history. That keeps you inside the Schedule 8 prescribing codes and the monitoring framework.
Will it triage a red flag for a patient on our books?
Yes. A caller on immunosuppression with a fever, or any of the emergency presentations you configure, is sent straight to 000 or the nearest emergency department. The agent does not reassure that it sounds like a flare or that it can wait, does not assess further, and raises an urgent alert to your nominated contact. It gives no medicine, dose or timing advice, ever.
Can it book directly into our software?
Where your practice software supports it (Cliniko first, more connectors coming), yes: real bookings into your calendar. Pain and rheumatology run on referrals, so the agent captures the referral pathway cleanly and books where your rules allow. 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 how the agent handles controlled-medicine calls, titles and red-flag triage, plus exactly what setup looks like for your practice.