How Praxis Friedrichson Covers Every Patient Call, Even When the Receptionist Is Away
The story
Praxis Friedrichson, a Berlin medical practice, needed reliable coverage for patient calls during sick days, holidays, and busy periods. Qualiflow's AI receptionist handles scheduling, answers common questions, and escalates urgent cases, so patients are never left waiting.
Every patient call answered, even during sick days and holidays. Patients can always reach the practice.
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.
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.
Results
- Every patient call answered, including after hours and during staff absence
- Appointment scheduling and rescheduling handled without staff involvement
- Urgent patient calls escalated immediately to on-call staff
- Practice operates smoothly during sick days and holidays
“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.”
Questions about this case
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