Motics Phone Agent vs Heidi Comms: Which AI Phone Agent Is Right for Your UK Clinic?

More clinics are adopting AI phone agents to manage patient calls, bookings, and enquiries. If you're comparing options, here's what matters — and where the differences lie.

Two Approaches to AI Phone Agents in Healthcare

Heidi Comms is the communications arm of Heidi Health, an Australian ambient AI platform that has expanded into patient phone handling. It's a well-funded product with global reach and a strong reputation in clinical documentation.

Motics Phone Agent was built in the UK, for UK clinics. It's part of a broader agentic AI platform designed to help clinics scale operations: from call handling and appointment booking to clinical documentation, patient emails, and billing.

Both products answer calls, book appointments, and log interactions automatically. The differences are in how they're built, where they're hosted, and what happens when a patient with a Brummie accent calls at 8am on a Monday.

Where It Matters Most

Regional Accent Understanding

The UK has one of the most diverse accent landscapes in the world. A phone agent that struggles with Scottish, Welsh, Scouse, or South Asian-English accents isn't just inconvenient... it's a patient safety risk. Misheard words in a clinical context can lead to incorrect bookings, missed information, and frustrated patients who hang up.

Motics is deeply customisable at the accent level. Clinics can configure the Phone Agent to speak in a regional accent that matches their patient base: Sheffield clinics get a Sheffield voice, Birmingham clinics get a Birmingham voice. Patients are more likely to engage with a voice that sounds like home, which means more completed calls and more patients through the door.

Heidi Comms supports multiple languages, reflecting its global footprint. However, as a platform originally developed in Australia, its voice models have not been specifically optimised for the breadth of UK regional accents and dialects that clinics encounter daily.

Context Window and Patient Understanding

When a patient calls to reschedule an appointment, ask about a referral letter, and then mention a new symptom — all in the same call — the AI needs to hold all of that in context simultaneously. A larger context window means the agent can follow complex, multi-part patient requests without losing the thread.

Motics operates with a large context window purpose-built for the kind of layered, conversational calls UK patients make. This allows the Phone Agent to understand nuanced requests, maintain context across a full conversation, and make accurate decisions about booking, escalation, or follow-up.

Heidi Comms uses a context window that may be more constrained, which can limit its ability to track extended or multi-topic patient calls with the same depth.

Safe Handoff to Clinical Staff

Not every call should be handled by AI. When a patient describes something clinically significant, the system needs to recognise that and route the call to a human, reliably and immediately.

Motics is built with safe handoff protocols at its core. The Phone Agent resolves or re-routes 80% of booking queries autonomously, with clear escalation pathways for anything that requires clinical judgement. Every interaction is logged, summarised, and flagged appropriately so nothing falls through the cracks.

Heidi Comms also provides call logging and summarisation. Its escalation and handoff processes are part of a broader platform that spans voice, text, and chat.

Data Residency and Compliance

For UK clinics, where patient data is processed and stored is not optional. It's a regulatory requirement.

Motics is fully UK-hosted. All data is encrypted end-to-end, processed in ISO 27001-certified environments, and structured to align with NHS DTAC, UK GDPR, CQC, GMC, and HCPC standards. It was built from the ground up for UK healthcare compliance.

Heidi Comms adheres to GDPR, HIPAA, PIPEDA, and APPs standards globally. Heidi Health has pursued NHS readiness through DSPT compliance and UK-based data processing. As an Australian-headquartered company operating internationally, its compliance framework is designed to serve multiple regulatory environments rather than being singularly focused on UK requirements.

Tested and Deployed in UK Clinics

Motics Phone Agent is live across UK clinics handling real patient calls daily. It answers calls in under two seconds, reduces receptionist call burden by up to 90%, and writes directly to the central scheduling system — no re-entry required.

Heidi Health is running NHS pilots and has a significant presence in UK clinical documentation through its ambient scribe. Heidi Comms, as a newer product line, is in earlier stages of UK-specific deployment for phone handling.

Side-by-Side Summary

Which Is Right for Your Clinic?

Heidi Health has done important work in bringing AI into clinical documentation, and Heidi Comms extends that into patient communications. For smaller practices exploring what AI can do for their front desk, it's a reasonable starting point.

Motics Phone Agent is built for clinics that want AI as a strategic part of how they operate and grow. If your priority is handling more patient calls with higher accuracy, in voices your patients trust, with full UK compliance and a clear path to scaling. That's what Motics was designed to do.

Familiar voices. More completed calls. More patients through the door.

Schedule a demo →

Motics | AI for Clinics — Built in the UK, for UK healthcare.