In Walaw’s latest Ask Me Anything webinar, Jérôme sat down with Aymie from ABC Clinique Santé for a conversation about the future of clinic operations, interdisciplinary care, and patient experience.
What began as a chiropractic practice in Vaudreuil-Dorion has grown into a soon-to-be 9-franchise network across Quebec. At the heart of that growth is Aymie’s vision: care should not happen in silos.
“Le patient se retrouvait toujours un petit peu à faire le messager … J’ai voulu bâtir une équipe avec un petit peu plus d’intégration”
The Right Person, at the Right Moment
For Aymie, an interdisciplinary clinic is a fine-tuned model where professionals work together so that each patient is guided toward the right person, at the right moment, with the right expertise. She described it beautifully: “En multidisciplinaire, on va se lancer la balle un petit peu plus, alors qu’en interdisciplinarité, on va bâtir le ballon ensemble puis on va le lancer ensemble.”
“When we talk about interdisciplinarity, it’s about taking the right person who has the expertise for that patient specifically.”
What Clinic Leaders Can Take Away
Interdisciplinarity improves the patient experience by creating continuity instead of confusion.
Collaboration requires humility: knowing what you do well, recognizing what others do better, and building a team around those strengths.
Private care must also think about accessibility, especially when patients are working with limited budgets or insurance categories.
Growth requires structure, especially when a clinic network expands across multiple locations.
Consistency does not mean uniformity. As Aymie wittily put it, ABC is not trying to become “McDonald’s.” Each clinic still needs room to feel personal and authentic.
The conversation also touched on clinic operations. As ABC grows, maintaining a consistent patient experience becomes more complex. Different clinics may have different services, schedules, prices, and workflows. To manage this, ABC relies on decision trees, call listening, weekly training, and quality control.
“Tu ne peux jamais tout faire tout seul. C’est impossible. Ça prend des gens autour de toi.”
The tools that become part of your team
That is where innovative tools become interesting as a connecting support system for care teams. As Jérôme positioned it, AI can help reduce call volume, support overflow, document conversations, create summaries, and help teams maintain consistency. The value is not only that an AI agent can answer a call. It is that every call becomes visible, trackable, and improvable.
“Quand on est en clinique, on a un humain qui s’occupe de nous… ça nous a permis d’améliorer le contact humain”
Just as Aymie’s interdisciplinary vision brings continuity to patient care, Walaw’s AI system strives to bring continuity to clinic communication. By easing the administrative load, AI agents support the web of collaboration that clinics work so hard to build. This allows care teams to focus on what they do best, that is, as Aymie phrased it, let humans take care of humans.