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The Carrick platform

One (portal-free) place for every patient interaction

Carrick helps teams manage communication as one unified system instead of a collection of disconnected channels.

The two-way patient text conversation is the foundation. Every touchpoint is tracked right inside the patient chat — from texts, calls, and voicemails to forms, prescriptions, appointments, internal notes, and follow-ups.

Patient Communication

Carrick patient communication inbox showing messages, calls, voicemail, and appointment reminders

One inbox for two-way SMS and every connected interaction

Including calls, texts, voicemails, forms, trackable links, and appointments

Two-way patient texting is the care conversation’s home base. Texts live next to every other recorded patient interaction.

This single source of truth means patients and staff can pick up right where they left off, no matter who’s working that day.

  • Bring the care conversation to the phones patients are already using — no app required
  • Add internal notes and view patient details, appointment info, custom fields, tags, and consent state
  • Review previous conversations, notes, current ownership, and see active automations
  • Schedule messages, paste in templated scripts, track link clicks, and monitor for keywords
Connected desk phone showing patient details, appointment information, messaging, and calling controls

Smart calling & voicemail transcription

Finally, the front desk phone gets an upgrade

When your phone system is separate from your EHR, things get missed. (Under contract? There's no need to switch from your current phone/VOIP/SIP provider — just loop in Carrick to make your existing phones smarter.)

Now your phone can run different workflows based on who’s calling, what they need, what time it is, and more.

  • Turn missed calls and voicemails into visible, actionable work
  • Reduce time spent on inbound and outbound calling
  • Set rules for routing, business hours, call flows, forwarding, and fallback
  • Connect with external phone systems where appropriate
  • Enable transcription, summaries, voice agents, human transfer, and automated follow-up
Healthcare organization broadcasting targeted patient outreach messages

Targeted, time-sensitive outreach

Send personalized campaigns, closure/cancellation alerts, and relevant follow-up

Keep patients informed with a single text. Reach selected patient groups with personalized broadcasts, care campaigns, important updates, and scheduled follow-up.

Along with general messaging workflows, you can send more targeted outreach than ever before.

For example: “Let’s tell Dr. McClary’s current patients that the doctor will be out from August 14-21, and offer alternative care options.”

  • Send welcome, away, birthday, keyword, and follow-up messages
  • Select audiences based on tags, appointments, providers, and more
  • Batch and schedule outreach messaging
  • Review reporting on consent, deliverability, engagement, and outcomes

Workflows & Automation

Appointment calendar showing scheduled patient reminders and confirmation messages

Appointments & access

Decrease no-shows, improve patient compliance, and monitor outcomes

Move patients from initial appointment access and booking all the way through reminders, responses, rescheduling, and follow-up.

Carrick makes the patient experience simple and easy to navigate — while coordinating people, resources, locations, and schedules behind the scenes.

  • Offer booking portals, appointment options, and/or staff-assisted booking
  • Automatically coordinate scheduling across services, resources, locations, and connected calendars
  • Handle confirmations, cancellations, rescheduling, and reminders
  • Collect follow-up survey data and generate appointment outcome reports
Carrick AI agent automating appointment requests and routine administrative work with human handoff

AI agents & automation

Help patients faster while reserving staff resources for complex conversations

AI won’t replace your care coordinators, but it can augment their work. Configure friendly, helpful text and voice agents using approved organizational knowledge and defined workflows. (Psst: Patients love not having to navigate a phone system when their questions can be quickly answered by a friendly AI!)

Set the agent’s scope, instructions, tone, and permitted actions, and define the exact point at which conversations must move to a person.

  • SMS and voice agents grounded in approved information
  • Configurable instructions, boundaries, and workflow actions
  • Testing before live use with staff visibility throughout
  • Escalation and human handoff for requests that need a person

Designed for approved, routine administrative communication, not clinical decision-making.

Patient forms, digital intake, QR codes, and translated healthcare conversations

Forms, intake & translation

Collect the exact information you need, faster

Give patients multiple ways into a workflow, from booking links and forms to QR codes and reminder responses.

Overcome language barriers and ensure clarity with two-way translation inside the chat.

  • Send forms, surveys, booking links, QR codes, and reminder responses
  • Digital intake before and after care
  • Translate messages from and to the patient’s preferred language (where enabled)

Measure & improve with meaningful reporting

See the metrics you care about front-and-center

Want to deliver top-tier patient care while optimizing resource allocation? You need benchmarks. During your setup, we’ll create a metrics pipeline that delivers useful insights on both the micro (daily, weekly) and macro (monthly, yearly) levels.

Some of the ways your metrics can inform decision-making:

  • Understand your operational strengths and potential bottlenecks by keeping tabs on deliverability, unreachable patients, and recurring reasons for contact
  • Ensure positive engagement beyond the appointment by tracking appointment outcomes, call activity, and conversation demand
  • Monitor performance with role-appropriate reporting on message response times, resolution rates, appointment volume, no-shows, and cancellations

Patient engagement dashboard

Connected communication · Current period

Today

43

appointments

Confirmed

31

by text

Follow-up

6

to review

Today’s outreach

Next visits

10:00 AM · Appointment reminder

Reminder sent 7d, 3d, and 1d before visit

Confirmed

Reply received: “YES”

10:30 AM · Phone follow-up

Could not confirm by text

Phone follow-up

No-show rate trend

Jan-Aug

8.1%<4%

Reminder outcomes

Today

Confirmed31
Reschedule requests4
Needs follow-up6

See the outcomes behind a province-wide primary care rollout

NL Health Services expanded Carrick across more than 30 clinics, using measurable outcomes to guide a rollout supporting over 70,000 patients.

80%
No-show reduction
50%
Fewer phone calls
30+
Clinics active
Read the case study

Powerful enough for nationwide health systems. Precise enough for individual clinics.

Our flexible platform and configurable oversight make it easy to customize Carrick for your team.

Privacy & governance controls

Support your organization’s privacy and compliance responsibilities with configurable controls and oversight.

  • Adjust roles, permissions, MFA, and access by team or location
  • Manage consent, opt-outs, number verification, redaction, and activity history where enabled
  • Safeguard contact and appointment data

Multi-team operations

Organize work for clinics, hospitals, health systems, and health authorities without forcing every team into one queue.

  • Segment by location, department, program, and service line
  • Enable web, desktop, and mobile access where appropriate

Healthcare interoperability

Built to work within your healthcare ecosystem

Carrick complements your EMR without replacing it.

Every organization’s needs are different, so our team works directly with yours to connect patient communication with existing systems.

“Carrick has been an exceptional partner and has become integral to how we engage with patients across nearly all of our primary healthcare sites.”
Megan Carey
Director (Interim) of Primary Healthcare, NL Health Services
Discuss your integration needs

HL7 FHIR-ready foundation

Built to modern healthcare interoperability standards, creating a foundation for structured, responsible data exchange.

APIs & open data principles

Carrick exchanges data responsibly through appropriate APIs. It’s designed to participate in your existing technology ecosystem — not trap your organization’s communication data in another closed silo.

Purpose-built EMR connections

We work directly with healthcare organizations to understand your EMR, security, data, and workflow requirements, and build the appropriate connection.

Tell us how you’d like to improve your healthcare comms

What pieces of your communications workflow aren’t working for you anymore? Our team will listen, share how Carrick can help, and show you a customized demo.

Talk to an expert