Italian SSN and SSR bookings, handled by the AI virtual reception

Yes: Virtual Reception handles bookings under the Italian National Health Service (SSN) and Regional Health Services (SSR) alongside private and insured ones, with rules you set for each service and each site.

The SSN funding type is switched on only where the facility is accredited or contracted for that service, and left off where bookings go through the CUP. For SSN bookings the assistant collects the Codice Fiscale (Italian tax code) and the NRE from the electronic prescription and, if your scheduler supports it, writes the appointment into the diary; otherwise it passes the request to reception.

For every combination of service, site and funding type, Virtual Reception can work in one of three modes: Integrated, To be handled and Open access.

• Integrated: the assistant checks availability and books on its own in the scheduler; this requires the scheduler to support that booking.
• To be handled: the assistant collects the request with the patient's details and passes it to reception, live during opening hours or as a callback request; this is the right choice for complex triage or when several diaries are needed at once, such as surgeon and anaesthetist.
• Open access: the assistant only gives instructions, for example "blood tests Monday to Friday from 7:30 to 9:30, fasting", without opening a booking.

The same visit can be Integrated for private patients and To be handled under the SSN, or the other way round.

Yes: in multi-site organisations the SSN configuration is set site by site, and the assistant applies the rules of the site the patient is calling.

A diagnostic centre may have one site contracted for ultrasound and another that is private only, or book SSN radiology autonomously at one site and leave it to the CUP at another. If each site has its own number, the assistant already knows which rules to use; with a single number it asks the patient which site they want.

When the month's SSN budget is used up, the SSN switch is turned off and the assistant stops booking under that funding type, telling callers so.

There is no need to reconfigure services: when the budget restarts, the switch goes back on. Private and insured bookings for the same services keep following the rules you have set.

Virtual Reception asks insured patients for their insurance company, so that coverage can be checked; for private patients it follows the facility's price list.

When the service is ambiguous, the assistant asks for clarification against the price list, for example "a standard dermatology visit or one with dermoscopy?", instead of booking the wrong item. Each funding type, SSN, private or insured, has its own mode per service and site.

For an SSN booking the assistant asks for the patient's Codice Fiscale (Italian tax code) and the NRE, the number on the dematerialised electronic prescription, and keeps them with the transcript. If the request goes to reception, these details are already in the panel and the patient does not have to read out the prescription again.

When the patient register is synced, it recognises the caller from their number and asks for confirmation ("Are you booking for Mario Rossi?"); patients can also book for a child or a parent. For a new patient it asks for first name, surname and tax code letter by letter, checks it in real time and, if it does not match, asks for date and place of birth to work it out; if the patient is not on file, it creates the record in the scheduler. No side questions: it goes straight to the booking.

Yes: Virtual Reception reads the preparation instructions for the service before offering dates, so the patient knows how to prepare before even choosing the day.

The instructions come from the scheduler together with the service description, so they stay aligned with what the facility has defined. For open-access services, such as blood tests, the assistant just gives the instructions: times and whether to come fasting.

If signs of an emergency come up during the call, Virtual Reception does not continue with the routine booking and advises calling the emergency services (118 in Italy) or going to the emergency department.

If the facility has set it up, it can also trigger an alert or pass the call straight to an operator. The assistant deals only with the organisational and informational side of booking and gives no clinical advice: like an operator, it recognises the emergency the patient describes, not one they keep to themselves.

Yes: tax code, NRE and transcripts are encrypted at rest, stored on Google Cloud Platform in Europe and readable in clear only by people who log into the panel with their own credentials.

The facility decides how long to keep them, with automatic deletion when the period ends, and no AI model is trained on patient conversations. Run2AI signs the data processor appointment and provides your DPO with a dedicated notice and documentation on server compliance. For other questions on privacy, costs and activation, see the FAQ.