Back to case studiesPraxis Friedrichson
Praxis Friedrichson, a Berlin physiotherapy practice, needed cover for patient calls at lunch, after hours, at weekends and when the receptionist is away. In a 3-week pilot, Qualiflow's AI receptionist booked 70 new appointments and handled over 120 bookings that patients moved or cancelled.
The challenge
Medical receptionists handle a constant stream of calls: appointment requests, rescheduling, insurance questions, and the occasional urgent situation. When the receptionist is away, sick, or on holiday, the practice cannot simply stop answering. In Germany, sick days and holidays combined mean a full-time receptionist may be unavailable for close to two months a year. Lunch breaks, evenings and weekends leave the line unanswered too.
The solution
Qualiflow's AI receptionist handles all routine patient calls: scheduling and rescheduling appointments, answering insurance and hours questions, and collecting new patient information. Urgent calls are escalated immediately to the on-call doctor or nurse. The practice runs smoothly whether the receptionist is present or not.
- Booking, moving and cancelling appointments
- Common questions about hours and treatments
- Calls at lunch, after hours, at weekends and during staff absence
- Passing urgent calls to the team
“Patients call all day to move or cancel appointments and ask questions. Qualiflow handles every call, even after hours and when our receptionist is away. In Germany, sick days and holidays add up to almost two months a year, so it is our always-on backup.”
Rachel and Aaron, Medical practiceResults
70
new appointments booked
New patients the practice would have missed, in just 3 weeks.
120+
appointment changes handled
Moves and cancellations sorted without the receptionist.
Nearly 2 months
of yearly reception absence covered
No closed line, no costly temp.
100%
of patient calls answered
The appointment book stays full.
- 70 new appointments booked in a 3-week pilot
- Over 120 appointment changes and cancellations handled
- Calls answered at lunch, after hours and at weekends
- The practice stayed reachable while the receptionist was on holiday
