The ePA mandate is coming – why practices must now automate their phones too
The electronic patient record increases the phone load in medical practices by 20 to 30 percent, making AI-supported phone assistants the ideal solution.
Oliver Wimmer ·
🎯 The results in brief
Starting in 2025, the elektronische Patientenakte (ePA, electronic patient record) will lead to more digital inquiries in medical practices – and thus to a 20-30% increase in phone load. Practices that simultaneously automate their telephony with AI reduce their calls by 60-75% and create capacity for the ePA transformation.
🚨 The ePA is coming – whether we want it or not
The elektronische Patientenakte (ePA) is unstoppable. Starting in 2025, it will apply nationwide to all gesetzlich Versicherten (statutory health insurance patients) in Germany.
For medical practices, this means:
- 📊 More digitization
- 📈 More data
- 🔄 More complexity
- 😰 More pressure on scarce practice staff
⚠️ Those who do not automate their telephony now run the risk of sinking in the ePA reality.
💡 What the ePA really means for practices
The elektronische Patientenakte changes fundamental workflows:
| Before the ePA | With the ePA |
|---|---|
| Paper record | Digital patient data |
| Paper prescription | E-Rezept (electronic prescription) |
| Phone inquiries | Even more digital inquiries |
| Relaxed workflow | Higher documentation effort |
📞 The problem: The flood of calls is becoming more digital
Herein lies the central problem: The ePA does not shift communication away from the phone – it relocates it!
The numbers are alarming:
- 📱 80-120 calls per day – typical for an Allgemeinarztpraxis (general practice) with 3,000 patients
- 📈 +20-30% more calls expected with the ePA
- ⏱️ 4-6 hours daily spent by MFAs (medical assistants) on the phone
💬 "Every data exchange, every E-Rezept inquiry, every Konsiliartätigkeit (consultation work) leaves traces in the telephone traffic."
Patients call to ask:
- How do I access my ePA?
- Why is my prescription not at the pharmacy yet?
- Is my Überweisungsschein (referral slip) already available digitally?
❌ Why traditional solutions fail
😤 Answering machines?
Only frustration, no appointments. Patients hang up and dial the competition.
👥 Hiring more staff?
During a nationwide shortage of skilled workers? Almost impossible.
⏰ Longer opening hours?
Places an additional burden on the existing team. Burnout is running at full speed.
🤖 Telephone self-service?
Worsens the patient experience – without providing real relief.
✅ The solution: AI-supported phone assistants
🎯 This is what Servus KI does:
✅ Book appointments – in real time with calendar integration
✅ Classify inquiries – intelligently sorted
✅ Answer ePA questions – initial information provided immediately
✅ Forward complex cases – structured hand-off to the team
📊 The results speak for themselves:
| Metric | Without AI | With Servus KI |
|---|---|---|
| Calls/day | 100 | 25-40 (-60-75%) |
| Phone time | 4-6 hrs | 1-2 hrs |
| Missed calls | 15-20 | 0 |
| Patient satisfaction | 😐 | 😊 |
🎉 For a typical practice with 100 calls per day, this means a reduction of 60 to 75 calls!
🔧 Integration with practice software
Servus KI integrates seamlessly into existing systems:
🏆 CGM
The market leader with comprehensive functionality
☁️ MedStar
The modern cloud solution from Wiener Softwaresysteme GmbH with an intuitive interface – www.wis.at
🔌 And all others
Via standardized interfaces (API, HL7, REST, Webhook) – integration is straightforward.
The calendar integration takes place in real time, so the AI assistant can offer genuinely available appointments.
🛡️ Data protection as an anchor of trust
In connection with the ePA, data protection is particularly important. Patients entrust you with their most sensitive data.
Servus KI offers:
- 🔒 GDPR-compliant processing
- 📄 Auftragsverarbeitungsvertrag (AVV, data processing agreement)
- 🇩🇪 Servers exclusively in Germany
- 🔐 Highest encryption standards
✅ Patients can be certain that their health data is protected.
🚀 Conclusion: The ePA is an opportunity, not a burden
The elektronische Patientenakte is coming – whether we want it or not.
| 🚫 Those who see it as an obligation | ✅ Those who grasp it as an opportunity |
|---|---|
| Are overrun by the workload | Optimize workflows |
| Lose patients to the competition | Gain a competitive advantage |
| Remain analog in a digital age | Become fit for the future |
The combination of the ePA and AI-supported telephony is THE opportunity for your practice.
💡 It not only makes practices fit for the digital future, but also relieves the staff today.
❓ FAQ – Frequently asked questions
Q: Is the AI phone assistant GDPR-compliant?
✅ Yes, Servus KI operates in full compliance with the GDPR. We offer an Auftragsverarbeitungsvertrag and process all data exclusively on German servers.
Q: Does Servus KI work with my existing practice software?
✅ Yes! Via standardized interfaces (API, HL7, REST, Webhook). No matter which system you use.
Q: How quickly is the AI assistant ready for use?
✅ Implementation typically takes 1 to 2 weeks.
Q: What happens with complex inquiries?
✅ The assistant automatically recognizes its limits and forwards them to your team.
📞 Ready for the ePA transformation?
Do you have questions about integrating Servus KI into your practice?
Schedule a no-obligation consultation and find out how your practice can also benefit from automated phone processes.
Oliver Wimmer is Head of Communication at Servus KI and guides medical practices through their digital transformation.