The AI virtual receptionist for polyclinics

Yes. Run2AI's Virtual Reception is multi-location by design: for each of your polyclinic's sites it knows opening hours, address, unscheduled closures, information and the services offered there. If each site has its own number, the assistant already knows where the call is coming from; if you use a single central booking number, like the CUP booking centres in Italian public healthcare, it asks the patient which site they want before looking for availability.

In the dashboard, staff have an administrator or user profile linked to one or more sites, so everyone sees the requests that concern them. A second site that is only a blood-draw point on the same number can start as a single-location setup. For a real example, read the Biocontrol story: a multi-location polyclinic that used the assistant as a single booking centre across its sites.

The Virtual Reception reads your polyclinic's calendars in real time, offers only slots that are actually free, and writes the appointment straight into your practice management system. If the patient asks for a doctor by name, it searches only that doctor's calendars; if they have no preference, it combines the availability of every specialist who provides that service, so the patient hears the earliest options right away.

Your management system stays the master record: services, prices, price lists and clinicians come across with a single "sync" button, with no double entry, and the SMS or email reminders it already sends still go out after each booking. Available integrations: Doctolib Vettore, Caremed (Innogea), Alfadocs, DBMedica, Medinformatica Medistudio, Multimedia Medica Siomed, Bollino IT, BCS, RB Software Center Ges.La.An., Google Calendar and Outlook Calendar. With Doctolib without Vettore there is no real-time read/write access to calendars: the assistant collects the booking request for your staff or sends the patient to your online booking page.

For each service, site and payment scheme at your polyclinic, you choose how the Virtual Reception behaves, with three modes:

• Integrated: it checks availability and books on its own;
• To be handled: it collects the request for your front desk, useful for complex triage or when several calendars must line up, such as surgeon and anaesthetist for a procedure;
• Walk-in: it only gives instructions, with no appointment.

If the patient has health insurance, the assistant asks for the insurer so coverage can be checked. The SSN (Italian National Health Service) scheme is switched on only at sites and for services covered by an SSN agreement, and stays off where the CUP booking centre handles bookings; when the month's budget runs out, you flip the switch and the assistant tells patients. More on the SSN booking page.

On Run2AI's side there is no practical cap on simultaneous calls: the limit is the number of lines on your phone system, so with 12 lines the assistant holds 12 conversations at once. That is what polyclinics need at peak times, such as Monday morning or between 8 and 10 a.m., when staffing the front desk for maximum traffic is impossible.

With a VoIP/SIP phone system, a dedicated extension is connected via SIP trunk and your own routing rules decide which calls reach the assistant (it is already used, for example, with 3CX); with an analogue system, a dedicated number with call forwarding does the job. You usually start with after-hours calls and calls that come in when every operator is busy; once it has bedded in, many polyclinics make the assistant their first line 24/7.

Yes. If a patient asks for an office (administration, billing) or a staff member by name, the Virtual Reception routes the call to the right extension, respecting each one's hours. During opening hours it transfers to an operator on a second "twin" extension, so the call doesn't loop back to the assistant.

Outside the requested office's hours, or when the polyclinic is closed, the assistant logs a callback request with name, number and a summary. In the dashboard these work like a lightweight ticketing system: yellow for to be handled, green for called back, with a record of who called back and when, and each operator sees the requests for their own sites.

The Virtual Reception processes patient data in line with the GDPR: it always introduces itself as a virtual assistant, refers patients to your polyclinic's privacy notice, and no model is ever trained on patient conversations. Data is stored on Google Cloud Platform in Europe, AI models run in Europe, and everything is encrypted at rest.

You choose the retention period (for example one, two or three months), after which data is deleted automatically. Data is visible in clear text only to people who log into the dashboard with their own credentials, and with site-based profiles each operator sees only their sites' requests. Call recordings are used only for technical checks, kept for 7 days at most and accessible only to the authorised technical lead. Run2AI signs on as your data processor and gives your DPO a dedicated information pack plus server compliance documentation.

Run2AI's Virtual Reception for the phone channel starts from €224 per month, excluding VAT; the final price depends on how many sites and channels you activate. The model is modular: you can start with one site or just the phone line and add sites, WhatsApp, web chat or outbound calls when you need them, and the cost per site goes down as the number of sites grows.

There are three cost items: a one-off setup fee (configuration, testing, staff training), an annual or quarterly subscription, and usage. The voice subscription includes 500 minutes of actual conversation per month, roughly 350 calls; beyond that you pay per minute, and only traffic that reaches the assistant counts. Integration with your management system is a flat fee, so the price is fixed upfront. You get a quote for your polyclinic in the first call.

Setup usually takes 2–3 weeks, and the fastest projects go live in 5–6 days. Telephony (with whoever manages your phone system), calendar integration and content run in parallel; content takes longest in a polyclinic with many specialties, but you start from a base already proven in similar facilities, and staff training is included.

The first step is free: call the demo number on our website, with your partners or site managers too, and hear how it would answer your patients. Then you can run a pilot on a single site or only out of hours, and widen the scope once it has bedded in. More answers on timing, phone systems and trials are in the Virtual Reception FAQ.