AI call analytics for healthcare and long term care in Ontario
See every patient or family member who called and couldn't get through, whether anyone called them back, and who is still waiting. Every recorded call summarized and scored for sentiment, processed on Vantact hardware in Toronto. Enabled per extension, so reception and the administrator's line can have it without the nursing station.
Updated: September 24, 2026
Missed calls report. Sample data.
In short
Five things to know before the demo.
What you get, in the words we'd use on a call with an administrator.
See a sample daily brief-
Missed calls report
The missed calls report shows every caller who couldn't get through, whether they were called back and how fast, and who is still waiting, with the number to dial.
-
Every call, summarized
Every recorded call gets an AI call summary, action items, tags and a sentiment score, so a family's concern raised by phone is captured in writing the same day.
-
Complaints captured in writing
Complaints and concerns are tagged automatically, which gives long term care homes a written record of verbal complaints without a staff member typing it up.
-
Toronto
Processed in Canada
Call transcription and AI analysis run on Vantact-operated hardware in Toronto. No call audio, transcript or summary leaves Canada.
-
Supports PHIPA
Supports PHIPA requirements for Ontario health information custodians. Enabled per extension.
Who it's for
The brief for the administrator. The dashboard for reception. One system.
Built for
- Administrators and executive directors of long term care and retirement homes who need every family concern raised by phone documented.
- Clinic and practice managers losing appointments to hold times and unreturned calls.
- Organizations whose privacy officer will not approve a US cloud AI tool.
Not built for
- Clinical documentation or anything touching the chart; this reports on phone calls, not care.
- Contact centres that need real-time agent whisper.
- Homes and clinics that don't record calls. The analytics work from recordings, so recording has to be on for the extensions you enable.
Not sure? Twenty minutes with your reception numbers settles it.
Get a quoteWhat families and patients say about the phone
Top complaint
Lack of communication
Ontario's Patient Ombudsman identified miscommunication and lack of communication as one of the top issues raised in complaints about hospitals, home care and long term care homes, and as the root cause of a significant number of them.
Not tracked
Verbal complaints go untracked
In Health Quality Ontario's survey of long term care homes' resident relations practices, homes reported that complaints resolved at the point of care are not tracked, and almost half said they wanted to improve how they collect complaint data.
10 business days
A written record is required
Under O. Reg. 246/22 s. 108 of the Fixing Long-Term Care Act, 2021, licensees must investigate every verbal or written complaint, respond within 10 business days, and keep a documented record of each one, except verbal complaints resolved within 24 hours. A concern raised in a two minute phone call and not closed the same day is a complaint under that rule.
Most homes and clinics can't say how many families called yesterday and never reached anyone, or which calls contained a concern that should have been logged. The phone system counts calls. It doesn't record what was said or whether anyone followed up.
Sources: Patient Ombudsman spotlight; Health Quality Ontario survey (PDF); O. Reg. 246/22.
What it does in a home or clinic
Missed calls
Every family member or patient who couldn't get through, whether anyone called them back and how fast, and who is still waiting. Most urgent first, with the number to call.
Where it pays off
Family communication
Concerns raised by families are captured, tagged and flagged for follow up. The administrator sees them the same day, not at the next care conference.
Reception and booking
Patients who hung up in the queue, callback promises, and repeat callers about the same appointment.
Administration and complaints
A written record of verbal complaints, with date, caller, summary and the follow up, searchable by keyword.
Multi site organizations
Sentiment and volume by home or clinic in one view, with each site's extensions and numbers kept separate.
How this compares to RingCentral RingSense and Dialpad Ai
|
Vantact AI call analytics
Built in
|
RingCentral (RingSense) | Dialpad Ai | |
|---|---|---|---|
| Where it runs | Built into the Vantact phone system | Add on to RingCentral | Included in Dialpad plans |
| Enablement | Per extension | Per user add on | Per user, all plans |
| AI processing location | Vantact hardware in Toronto | US cloud | US cloud |
| Recordings and transcripts stay in Canada | Yes | Verify with vendor | Verify with vendor |
| Missed calls report with callback tracking | Yes | Call log reporting | Call log reporting |
| Daily brief to the owner by email | Yes | Dashboard focused | Dashboard focused |
| Custom sentiment definitions | Yes | Standard model | Standard model |
| Coaching notes on any call | Yes | Yes | Yes |
| Local support | Toronto based, on site available | Vendor support | Vendor support |
| Contract | Month to month | Annual for advertised pricing | Annual for advertised pricing |
RingSense and Dialpad Ai details from public vendor pricing and third party reviews as of September 2026. Verify current terms with each vendor.
How it works
-
1
Recording is turned on for the extensions you choose.
-
2
Each call is transcribed and analyzed on Vantact hardware in Toronto.
-
3
Summaries, sentiment, tags, alerts and the missed calls report update within minutes of the call ending.
-
4
The daily brief goes out by email each morning; managers search or filter any call by department, agent, tag or sentiment.
Call transcription and AI analysis for Vantact AI call analytics run on Vantact-operated hardware in Toronto. No call audio, transcript or summary leaves Canada.
Built for PHIPA
Call transcription and AI analysis for Vantact AI call analytics run on Vantact-operated hardware in Toronto. No call audio, transcript or summary leaves Canada or is sent to a US cloud AI service. Access to recordings is limited to named Vantact support staff under a least privilege policy, and you control who in your organization can see them. Vantact supports PHIPA requirements for Ontario health information custodians and HIPAA requirements for healthcare clients. Details on the Security and trust page.
Nurse call for long term care
ControlledCare by Vantact installs wireless nurse call systems in Canadian long-term care and retirement homes within days. Multi-channel resident alerts, live staff status boards, and automated escalations are included, starting from just $3 per bed per month.
Visit ControlledCareOrganizations we work with
Our healthcare clients include St. Joseph’s Lifecare Centre, Vedanta Living, Sorrento Retirement Residence, Alegria Health and Wellness, Applefest Lodge among others.
Ask us for a reference in your sector.
Frequently Asked Questions
Does AI call analytics work with the phones we already have?keyboard_arrow_down
Can we turn it on for reception and the administrator only?keyboard_arrow_down
Where are our recordings and transcripts processed?keyboard_arrow_down
Does it show missed calls?keyboard_arrow_down
Is this PHIPA compliant?keyboard_arrow_down
Do we need to announce that calls are recorded?keyboard_arrow_down
Does it touch the resident's chart or our EMR?keyboard_arrow_down
Know which families called yesterday and never reached you
Book a 20 minute walkthrough and we'll show the missed calls report and the daily brief on real calls.