A Solution for Phone Calls, Appointments, and Inquiries in the Ordination
Learn why three separate tools create extra work, what a cohesive solution looks like, and how quickly it can be deployed.
Dr. techn. Alireza Fasih ·
Most Ordinationen (Austrian medical practices) that call us do not have just one problem. They have five small ones that are interconnected. The phone rings continuously. Appointments are managed on paper or in a calendar that is not connected to anything. Prescription requests come in through three different channels. There is an email address on the website that no one actually monitors. And no one knows exactly how many patients are failing to get through.
There is a provider for each of these problems. That is exactly why many practices end up with three systems that do not communicate with each other, and someone on the team who has to type data from one into another.
Why Separate Tools Create Work
A practical example. An Ordination has an online booking tool, an answering machine with transcription, and a contact form. All three work perfectly well on their own.
On Monday morning, the assistant sits in front of three lists. She transfers bookings into the calendar, listens to messages and returns calls, and works through the inbox. The patient who booked online on Friday and canceled by phone on Saturday appears on two lists. Anyone who fails to notice this ends up with a ghost appointment.
This is not a flaw in the individual tools. It is the result of them knowing nothing about each other. Every additional interface between systems that a human has to operate is a source of error.
What a Cohesive Solution Does Differently
When the phone, appointments, inquiries, and analytics all operate on the same data, this friction simply disappears.
The assistant on the phone sees the same calendar as the online booking system. A cancellation by phone frees up the slot, which the website can offer again in that exact moment. A prescription request, whether submitted via form or phone call, lands in the same list, in the same structure, with the same mandatory fields. And the analytics at the end of the month show you everything together, because everything belongs together.
For your team, this means exactly one interface instead of three. For you, it means one point of contact instead of three when something goes wrong.
Flexible Means: By Your Rules, Not Ours
In medicine, no two Ordinationen work the same way. One only accepts new patients on Tuesdays. Another has a dedicated Wahlarztschiene (private elective doctor track) in the evening. A Gruppenpraxis (group practice) with four doctors needs four different appointment types with different durations for the exact same service.
This is exactly where standard products fail. They force the logic built into the product onto you, and your team ends up building a parallel paper solution for the exceptions.
That is why our solution is configurable rather than predetermined. Your appointment types, your durations, your blocked times, your phrasing. How the assistant answers the phone, whether it uses formal or informal pronouns, how it handles a caller who just wants to know the address. What it is allowed to do and what it is expressly forbidden from doing. These are settings, not custom programming.
And if you need something that does not exist yet, we build it. That is the difference between an off-the-shelf product and a team working on the software you use.
Why We Move Quickly
For most Ordinationen, only a few days pass between the agreement and the first real phone call. This is due to three things.
First, the platform is finished. We do not build from scratch for every client; we configure. Second, we know the standard practice systems in the German-speaking region because we have already built the integrations. There are ready-made connections for Doc Cirrus, Latido, mobi.MED, CARE01, and Docfinder. Third, we ask for the right things at the beginning. Setup only takes a long time if you wait until the implementation phase to clarify how long an Erstordination (initial consultation) actually takes.
What we do not do is create a six-month project plan with milestones and a steering committee. An Ordination has no resources for that and does not need it either.
The Price, Frankly Speaking
We work with clear monthly packages based on the number of conversation minutes, plus a one-time setup fee. No commission per appointment, no tying to patient numbers, no multi-year contract lock-ins.
The most honest comparison is calculating it against a half-time position at the front desk. An additional Ordinationsassistentin (medical assistant) in Austria costs you a multiple of what automated availability costs, and she still cannot take three calls at the same time. This is not an argument against staff. It is an argument for not burning out your existing staff with routine tasks.
Who Works With Us
Our team comes from technical development, not sales. We built systems for speech processing, telephony, and data integration before we deployed them in the healthcare sector.
But something else is more important. During the rollout, we sit down with your team, listen to real conversations in the first few weeks, and make adjustments wherever there are hiccups. Almost everything our platform can do today was developed because an Ordination told us that something was not working a certain way. Filtering typical transcription errors, the business hours logic for call forwarding, the completeness check for prescriptions: none of this came from a product roadmap. All of it came from the waiting room.
A Concrete First Step
You do not have to decide on everything at once. The usual entry point is phone availability, because it has the fastest impact and provides you with the numbers to justify the next step.
If you would like to know what this would sound and look like for you, schedule a brief call. We will look at your workflows, tell you honestly where automation makes sense and where it does not, and you will hear an assistant that is already tuned to your Ordination: servus-ki.com.