Case Study: Family Practice Associates of Lexington reduces phone rush and boosts patient access with Assort Health

Family Practice Associates of Lexington boosts new patient visits 30%+ with Assort Health

Family Practice Associates of Lexington, a 21-provider independent practice, was facing a ceiling on its growth due to an overwhelming volume of 225,000 annual calls. This resulted in long hold times, abandoned calls, and immense staff stress. A major challenge was that critical scheduling knowledge was held by a few veteran staff nearing retirement, creating a significant operational risk. The practice partnered with Assort Health to implement an AI agent named "Sophie" to automate patient scheduling and address these access issues.

Assort Health integrated its AI agent directly into the practice's Veradigm system to handle inbound calls, online scheduling, and outbound workflows. The solution applied the practice's complex scheduling rules automatically, ensuring accuracy. The results were substantial: a more than 30% increase in new patient visits, a 50% reduction in after-hours calls to providers, and a 20% drop in last-minute cancellations. Assort Health enabled the practice to eliminate missed calls and drive growth without hiring additional staff.

Family Practice Associates of Lexington