patient satisfaction
increase in labor capacity
reduction in hold times
flu shot appointments booked through agentic AI outreach
Annapolis Internal Medicine is a leading primary care practice serving patients in the Annapolis, Maryland area. With a reputation for delivering exceptional acute care, they are dedicated to fostering long-term relationships with patients and improving access to quality healthcare.
Before partnering with Assort Health, Annapolis Internal Medicine faced challenges common to many busy primary care practices—patients experienced long hold times, missed calls, and difficulty reaching staff for routine scheduling needs. These frustrations led to declining satisfaction scores and increased staff burnout. With limited staff capacity, it was difficult to ensure the practice was reaching out to all patients with care gaps, especially during times when more proactive outreach was needed (e.g. flu season).
“Like many primary care practices, we’ve struggled with how that first point of contact shapes the patient experience. When patients can’t easily reach us or get stuck on the phone, it colors their perception of the entire practice—no matter how exceptional the care is once they’re in the exam room. Improving that initial interaction is critical to building trust and ensuring patients feel valued from the very first call.”
— Dr. Titus Abraham, Managing Partner, Annapolis Internal Medicine
Annapolis Internal Medicine implemented Assort Health’s Patient Access AI Platform to transform how patients connect with the practice. The practice started by using Assort’s intelligent voice, SMS, and email AI agents to handle scheduling, triage, and routine inquiries in both English and Spanish, ensuring patients receive high-quality support around the clock.
As a result, Annapolis Internal Medicine was able to eliminate missed calls, improving hold times and reducing staff fatigue while delivering a better experience for patients.
After seeing initial success with the platform, Annapolis Internal Medicine decided to expand their use of Assort to outbound patient interactions. They deployed Assort Outreach to run outbound campaigns, using AI agents across voice, email, and SMS to proactively engage their patients. They started by launching a scheduling campaign, using Assort Outreach to proactively contact patients to schedule their annual flu shots.
Today, Assort’s AI agents handle key patient interactions for the practice:
By automating routine interactions, Annapolis Internal Medicine’s staff is now focusing on higher-value tasks, while patients experience faster, more personalized care from their first call.
“Whoa!!! I didn't have a great experience with the Virtual Assistant that [my] plumber uses when I called for service the other day...BUT Annapolis Internal Medicine's Virtual appt scheduler was AMAZING!!!!!!!!! So So Sooooooo much better than talking to a human!!!!!!!!!”
Since implementing Assort Health, Annapolis Internal Medicine has dramatically improved their patient experience, increased appointment bookings, and reduced strain on staff:
