Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
Tap play to hear this voice
AI Receptionist · Vascular & General Surgery
The week after surgery is when your phones matter most.
A patient three days out from an operation, worried about a wound that's bleeding through the dressing, doesn't need a voicemail and a callback on Monday. LUNA's AI receptionist answers for your practice, after hours, on overflow when your team is buried, or around the clock: calm with an anxious post-op caller, sharp on the presentations that cannot wait, and built on the actual regulatory obligations of Australian surgical 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 worry doesn't keep office hours
A bleeding wound, a spreading redness, a fever a few days after an operation: these calls arrive in the evening and on weekends, from someone who is frightened and needs the right steps in the next few minutes. The agent picks up, stays calm, and captures the enquiry properly rather than letting it go to voicemail.
More than a message pad
The agent answers questions about your surgeons, your procedures and how the referral pathway works from an approved knowledge base, then captures name, number, reason and urgency, or books consultations into your calendar where enabled. Referral in hand means the enquiry lands ready for your team to action.
Surgical triage, built in
A cold, pale or suddenly painful limb, a wound breaking down, bleeding that won't stop: these are not messages for the morning. The agent runs your configured escalation guidance first, before anything else, and alerts your nominated contact.
The presentation that cannot wait
The limb that cannot wait gets zero benefit of the doubt.
Some surgical calls are booking enquiries. A few are limb-threatening or life-threatening, and the caller often doesn't know which one they're making. The agent doesn't diagnose and it doesn't reassure. It reads the situation against your configured escalation guidance, gives the caller the exact holding instruction, and flags it to your team straight away. Here is what that sounds like across the tiers your practice sets.
Call 000: a cold, pale or blue limb
A limb that has gone cold, pale, blue or suddenly severely painful can be acute limb ischaemia, and every minute counts. The agent gives it zero benefit of the doubt, even when the caller downplays it: it tells them to phone 000 or go to the nearest emergency department now, does not offer a booking instead, and never talks anyone out of calling triple zero.
Urgent: bleeding, spreading redness, wound breakdown
A wound bleeding through the dressing, redness spreading up the limb, or a wound breaking down after an operation gets the red-flag script. The agent covers the immediate holding step, directs the caller in per your after-hours pathway or to emergency care, and raises an urgent alert. If a fever is in the picture too, it treats it as escalating, not routine.
Written and separate: informed financial consent
On costs the agent never ballparks a total. It explains that a written, itemised quote follows the consultation, that the surgeon, anaesthetist and hospital each bill separately, and that Medicare and fund figures are confirmed in that quote. It may state only the consult fee your configuration allows, then captures the enquiry.
Hear it yourself
Hear it handle the hard calls. Ring the clinic that doesn't exist.
Southbank Vascular & Surgical is our fictional Melbourne practice, invented so you can test the agent without any real patients or surgeons involved. Ask it anything a caller would ask you: ask it to ballpark a varicose vein operation, tell you whether you actually need surgery, read out your ultrasound results, or reassure you that a cold numb foot can wait until next week. The interesting part is what it refuses to do.
Fictional practice, live agent. No real patient details are used.
Talk to Luna
Tap to start a short voice call with the demo agent, then push it as hard as you like. It answers as the fictional Southbank Vascular & Surgical, on a recorded line, disclosed as an AI from the first sentence.
Capped at three minutes. Calls may be reviewed to improve the agent. Demonstration only, not medical advice and not a real clinic.
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 anxious post-op callers, 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 vascular and surgical canon
The Royal Australasian College of Surgeons' standards and its informed-financial-consent guidance, the Australian and New Zealand vascular society's position on limb-threatening presentations, and the specialist-title rules for a vascular surgeon, distilled into limb-ischaemia and post-op escalation tiers, no-clinical-opinion discipline, written-quote-only financial framing, and title accuracy that cite their sources.
Your practice
Your surgeons and their exact configured titles, your procedures, referral requirements, fees policy and consult fee, your escalation contacts and after-hours pathways, plus your own materials: pre-operative instructions, post-operative care sheets, wound-care 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 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 Royal Australasian College of Surgeons' standards and informed-financial-consent guidance, the vascular society's position on limb-threatening presentations, AHPRA advertising guidelines and specialist-title rules, 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 surgical pathways, jurisdiction privacy law.
✓ approved · v1.0
Vascular & surgery
Acute limb ischaemia and post-op red-flag tiers, no clinical opinion or surgery-necessity calls, informed financial consent with written quotes only, protected specialist-title accuracy, results never disclosed.
Ahpra & National Boards
Guidelines for advertising a regulated health service · shared Code of Conduct · guidance on using AI in healthcare
Royal Australasian College of Surgeons
Standards of practice and code of conduct · informed financial consent guidance · surgeon competence and professional standards
Vascular society guidance
Position on acute limb ischaemia and limb-threatening presentations · perioperative and wound-care escalation standards
Titles & specialist registration
Medical Board specialist-title rules for vascular surgeons · surgeon styling conventions · protected-title provisions
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 surgeons and their correct titles, procedures, referral requirements, fees policy and consult fee, escalation contacts and after-hours pathways, plus your own materials: pre-operative instructions, post-operative care sheets, wound-care 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 vascular-specific test script, limb-ischaemia and post-op triage, informed financial consent and title discipline 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 limb-threatening call after hours?
It runs your configured escalation guidance before anything else. A cold, pale or suddenly painful limb is sent straight to 000 with zero benefit of the doubt, bleeding through a dressing or spreading redness with a fever gets the urgent red-flag script, and a non-healing ulcer that's getting worse is captured with same-day urgency rather than graded as routine. It gives the caller the immediate steps, directs them per your after-hours pathway, and raises an urgent alert. It never diagnoses and it never talks anyone out of emergency care.
Will it quote what surgery costs or read out results?
No. It never ballparks a total or estimates a Medicare rebate or gap, because the surgeon, anaesthetist and hospital bill separately and the figures are confirmed in a written, itemised quote after the consultation. It states only the consult fee your configuration allows. It also never reads out, confirms or hints at a scan or test result: the surgeon or team discusses those directly, and the agent takes a message for a callback.
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. Where a referral is required, the agent captures the referral details so the enquiry lands ready. 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 limb-threatening calls, post-op red flags, titles and financial-consent questions, plus exactly what setup looks like for your practice.