# How did an independent primary care practice use an AI agent to fix Monday call surges?

> Family Practice Associates of Lexington (21 providers, Kentucky) uses an Assort Health AI agent named "Sophie" for phone scheduling, including after hours. The vendor reports a 30%+ increase in new patient visits and zero missed emergent-triage transfers.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Family Practice Associates of Lexington (independent primary care practice)
- **Industry:** Hospitals & Health Systems — Primary care (independent practice)
- **Roles:** Patient Access & Outreach
- **Tools:** AI patient access agent ("Sophie") (Assort Health); Veradigm EHR integration (Veradigm)
- **Status:** production · **Agent pattern:** voice-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- new patient visits: 30%+ increase [1] (self-reported)
- emergent-triage transfers missed: Zero [1] (self-reported)

## How it works
1. AI agent answers calls and books appointments 24/7, integrated with the Veradigm EHR.
2. Encodes the practice's scheduling rules previously held by veteran staff.
3. Transfers emergent-triage calls to humans.

## Risks & compliance
- Mis-scheduling or mis-routing of patients with clinical urgency; escalation rules required
- PHI handled in calls (HIPAA); EHR write access
- Vendor-published results; not independently audited

## Sources
1. Assort Health, "Family Practice Associates of Lexington Ends the Monday Morning Phone Rush" (undated; accessed 2026-10-17) <https://www.assorthealth.com/customers/family-practice-associates-of-lexington-customer-story>
   > "FPA averages 225,000 incoming calls a year."

Canonical: https://agentcasefile.com/cases/family-practice-associates-lexington-assort-ai-scheduling/ · License: CC BY 4.0 (summary) · Source: Agent Casefile