[](https://info.onedoc.ch/en/)
- [Software](#)
- [OneDoc Hub](https://info.onedoc.ch/en/hub/)
- [OneDoc Profile](https://info.onedoc.ch/en/hub/onedoc-profile/)
- [Online appointment bookingPopular](https://info.onedoc.ch/en/hub/online-booking/)
- [Book online button on GooglePopular](https://info.onedoc.ch/en/hub/book-online-google-button/)
- [Partner healthcare platforms](https://info.onedoc.ch/en/hub/partner-healthcare-platform/)
- [WidgetPopular](https://info.onedoc.ch/en/hub/widget/)
- [Medical agenda](https://info.onedoc.ch/en/hub/medical-agenda/)
- [Home consultationNew](https://info.onedoc.ch/en/hub/home-consultation/)
- [Step-by-steps appointments](https://info.onedoc.ch/en/hub/step-by-step-appointment/)
- [Medical resources management](https://info.onedoc.ch/en/hub/medical-resources-management/)
- [Referral](https://info.onedoc.ch/en/hub/referral/)
- [SMS reminder for booked appointmentPopular](https://info.onedoc.ch/en/hub/sms-reminders/)
- [Confirmation email](https://info.onedoc.ch/en/hub/confirmation-email/)
- [Consultation notes](https://info.onedoc.ch/en/hub/consultation-notes/)
- [Follow-up appointment recallNew](https://info.onedoc.ch/en/hub/follow-up-appointment-recall/)
- [OneDoc Invoice](https://info.onedoc.ch/en/invoice/)
- [Tarif 590Popular](https://info.onedoc.ch/en/invoice/tarif-590/)
- [Physio TarifPopular](https://info.onedoc.ch/en/invoice/physio-tarif/)
- [PsyTarif (581/582)New](https://info.onedoc.ch/en/invoice/psytarif/)
- [Swiss Dental Hygienist (SDH) Tarif](https://info.onedoc.ch/en/invoice/tarif-sdh/)
- [Tarif 595Coming soon](https://info.onedoc.ch/en/tarif-595/)
- [Covercard](https://info.onedoc.ch/en/invoice/covercard/)
- [QR-bill](https://info.onedoc.ch/en/invoice/qr-bills/)
- [Secure invoice transmission to the patient (TG)](https://info.onedoc.ch/en/invoice/third-party-guarantor/)
- [Invoice transmission to the insurance (TP)](https://info.onedoc.ch/en/invoice/third-party-payment/)
- [Payment reminders](https://info.onedoc.ch/en/invoice/payment-reminders/)
- [Payment reconciliation](https://info.onedoc.ch/en/invoice/automatic-payment-reconciliation/)
- [Year-end closing](https://info.onedoc.ch/en/invoice/year-end-closing/)
- [VAT return](https://info.onedoc.ch/en/invoice/vat-return/)
- [Statistics](https://info.onedoc.ch/en/invoice/statistics/)
- [Emma: AI Phone AssistantNew](https://info.onedoc.ch/en/emma-phone-assistant/)
- [OneDoc Link](https://info.onedoc.ch/en/link/)
- [OneDoc Inbox](https://info.onedoc.ch/en/inbox/)
- [Medication requestsNew](https://info.onedoc.ch/en/inbox/medication-requests/)
- [OneDoc Visio](https://info.onedoc.ch/en/visio/)
- [Teleconsultation badge](https://info.onedoc.ch/en/visio/teleconsultation-badge/)
- [Teleconsultation modulePopular](https://info.onedoc.ch/en/visio/teleconsultation-module/)
- [Screen sharing](https://info.onedoc.ch/en/visio/screen-sharing/)
- [Professional background for teleconsultation](https://info.onedoc.ch/en/visio/background-teleconsultation/)
- [Audio and Video settings](https://info.onedoc.ch/en/visio/audio-video-setting/)
- [Solutions](#)
- [Your needs](https://info.onedoc.ch/en/needs/)
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- [Retain your patientsPopular](https://info.onedoc.ch/en/needs/retain-your-patients/)
- [Automate the follow-up of your existing patients](https://info.onedoc.ch/en/needs/automate-follow-up-existing-patients/)
- [Manage care protocols easily](https://info.onedoc.ch/en/needs/manage-care-protocols/)
- [Keep your patients in your network](https://info.onedoc.ch/en/needs/keep-patients-network/)
- [Easily refer your patientsPopular](https://info.onedoc.ch/en/needs/refer-your-patients/)
- [Receive qualified referrals](https://info.onedoc.ch/en/needs/receive-qualified-referrals/)
- [Handle more patient requests](https://info.onedoc.ch/en/needs/handle-more-patient-requests/)
- [Limit the number of no-showsPopular](https://info.onedoc.ch/en/needs/reduce-no-shows/)
- [Reduce the number of incoming callsPopular](https://info.onedoc.ch/en/needs/reduce-incoming-calls/)
- [Stay connected with your patients](https://info.onedoc.ch/en/needs/stay-connected-with-patients/)
- [Organize your home visits more easily](https://info.onedoc.ch/en/needs/organize-home-visits/)
- [Create and manage your invoices](https://info.onedoc.ch/en/needs/create-compliant-invoices/)
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- [H-M](#)
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- [N-Q](#)
- [NereidaNew](https://info.onedoc.ch/en/connectors/nereida/)
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- [R-Z](#)
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- [See all our connectors](https://info.onedoc.ch/en/connectors/)
- [Resources](#)
- [About OneDoc](#)
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- [For medical center](https://info.onedoc.ch/en/blog/medical-center/)
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- [Resources](#)
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- [Patient Journey Scan](https://info.onedoc.ch/en/patient-journey-scan/)
- [EN](https://info.onedoc.ch/en/blog/all-specialties/patients-call-medical-appointments/)
- [FR](https://info.onedoc.ch/fr/blog/toutes-les-specialites/patients-telephone-rendez-vous/ "Switch to FR")
- [DE](https://info.onedoc.ch/de/blog/alle-fachgebiete/patienten-arzttermine-telefonisch/ "Switch to DE")
- [IT](https://info.onedoc.ch/it/blog/tutte-le-specialita/pazienti-telefonare-prenotare-appuntamento/ "Switch to IT")
[Book a free demo](https://info.onedoc.ch/en/discover-onedoc-pro/) [Book an appointment](https://www.onedoc.ch/en/)
[OneDoc Pro](https://info.onedoc.ch/en/ "Go to OneDoc Pro.") [Blog](https://info.onedoc.ch/en/blog/ "Go to Blog.") [All specialties](https://info.onedoc.ch/en/blog/all-specialties/ "Go to the All specialties Category archives.") Why do patients still call to book medical appointments?
# Why do patients still call to book medical appointments?
15/10/2026 [All specialties](https://info.onedoc.ch/en/blog/all-specialties/)

Patients still frequently call their medical practice because they do not always have an easy way to book, reschedule, or cancel appointments.
In Switzerland, 71% of patients still use the phone to communicate with healthcare professionals (Swiss eHealth Barometer 2026). __Yet 74% consider online appointment booking an important factor when choosing a doctor__. This article explores why that gap exists and what medical practices can do to reduce incoming calls.
## Why do patients still call their medical practice?
Calling a medical practice is still second nature for many people in Switzerland, and understandably so. Some situations call for a conversation with a real person. But many calls happen because __patients do not have an accessible way to handle a request themselves.__
This is particularly true when patients want to:
- Check upcoming availability
- Book an appointment for a routine reason
- Reschedule an appointment
- Cancel an appointment
- Check the date or time of an appointment
- Find out which appointment type to choose
- Find a time slot that fits their schedule
If this information and these options are not available online, patients have to contact the practice. And if the line is busy, they may need to call again. That does not necessarily mean they prefer the phone. __It often becomes the default when the patient journey offers no easier alternative.__
## Do patients want more independence?
Recent Swiss surveys show that patient expectations are changing.
The Swiss eHealth Barometer 2026, based on a survey of 1,602 people living in Switzerland, found that __74% consider the ability to book appointments online important or very important when choosing a doctor__. Among those who do not yet use patient portals or apps, __57% say they would be somewhat or very interested in using them in the future__.
A nationwide survey conducted by OneDoc, Farner, and MIS Trend in March 2025 points in the same direction. __At the time, 36% of respondents were already using online platforms to manage aspects of their healthcare__, such as booking appointments, finding healthcare professionals, or renewing prescriptions. Among digital health service users, two-thirds felt these tools had improved their care experience.
This does not mean every patient wants to manage everything online. Rather, these findings show that __many patients want to handle routine tasks without having to make a phone call.__

#### Reduce calls to your practice and give patients more control!
| | |
|-------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------|
|  [Online appointment booking](https://info.onedoc.ch/en/hub/online-booking/) |  [SMS reminders](https://info.onedoc.ch/en/hub/sms-reminders/) |
|  [Email confirmation](https://info.onedoc.ch/en/hub/step-by-step-appointment/) |  [Appointment booking invitations](https://info.onedoc.ch/en/hub/follow-up-appointment-recall/) |
[Book a demo](# "OneDoc Beratung")
## Why is the phone still used so often in medical practices?
Part of the answer lies in the gap between what patients expect and the options practices actually offer.
According to the 2025 International Health Policy Survey, analyzed for Switzerland by the Swiss Health Observatory, just __23.6% of surveyed primary care physicians said their practice allowed patients to request appointments online, excluding email__. That figure is rising, however, from 16.2% in 2022 and 10.2% in 2019.
__Patients want more independence, but online options for routine tasks are not yet widely available.__ Phone calls naturally fill that gap.
## Which calls can be avoided without compromising patient relationships?
Not every call has the same purpose or impact. Here are a few examples:
| Reason for calling | Without an online option | With an online option |
|-------------------------------------------------------|---------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------|
| “Do you have any openings next week?” | The front desk checks the schedule and offers several time slots. | The patient checks availability and books a convenient time slot. |
| “I would like to reschedule my appointment.” | The front desk finds the appointment, looks for another time slot, and confirms the change. | The patient reschedules the appointment using the available time slots. |
| “I just wanted to check what time my appointment is.” | The front desk looks up the appointment and confirms the details. | The patient checks the details in their appointment confirmation or reminder. |
| “I need to cancel my appointment.” | The front desk locates and cancels the appointment. | The patient cancels online, making the time slot available again. |
## Which calls still need a personal touch?
Reducing administrative calls does not mean moving every interaction online. Phone calls remain particularly important when a patient:
- Does not know which appointment type fits their needs
- Describes an unusual or complex situation
- Needs guidance or information
- Needs to share sensitive information
- Has a situation that requires the practice team’s judgment
When your team spends less time sharing availability, rescheduling appointments, or repeating information already available online, it can give more attention to patients who genuinely need personal assistance.
## Fewer administrative calls, more time for patients
Understanding why patients still call helps you adapt your services to their needs. By making it easier to book and manage appointments online, you can reduce administrative calls over time, limit interruptions, and give patients more control. That leaves the phone available for requests that call for a direct conversation with your practice team.
## Want to reduce administrative calls and give patients more independence?
### [→ Book a demo with our team](#)
## Frequently asked questions
### Why do patients still call their medical practice?
Patients often call when they cannot easily handle a request another way. They may need to call to check availability, book or reschedule an appointment, get information, or ask for advice.
### Do patients want to book appointments online?
Yes. According to the Swiss eHealth Barometer 2026, 74% of respondents consider online appointment booking important or very important when choosing a doctor.
### Which calls can a medical practice automate?
Simple administrative requests are usually the best candidates: booking appointments, checking availability, rescheduling or canceling, sending confirmations and reminders, or joining a waitlist. Patients should still be able to reach someone for complex situations or requests requiring the practice team’s judgment.
### How can a medical practice reduce phone calls?
Practices can give patients more control by letting them check availability, book online, manage certain appointment changes, and receive automatic confirmations and reminders. These options also need to be visible enough that patients know they can use them.
### How does OneDoc help reduce calls to a medical practice?
OneDoc lets patients handle some administrative tasks online. They can check the time slots offered by your practice and book appointments online. Appointment management tools, confirmations, and reminders can also help reduce routine phone calls.
### Does online appointment booking replace phone calls?
No. Phone calls remain essential for complex or sensitive situations, or whenever patients need guidance. The goal is to make personal assistance available when it is needed while letting patients handle simple administrative tasks themselves.
### Does giving patients more independence affect their relationship with the practice?
No, as long as the two channels complement each other. For a simple request, an online option saves patients from waiting on the phone. When a situation requires human assistance, your practice remains available. The goal is to offer the right channel for each patient’s needs.
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##### Our websites
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##### Languages
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- [DE](https://info.onedoc.ch/de/blog/alle-fachgebiete/patienten-arzttermine-telefonisch/ "Switch to DE")
- [IT](https://info.onedoc.ch/it/blog/tutte-le-specialita/pazienti-telefonare-prenotare-appuntamento/ "Switch to IT")
- [EN](https://info.onedoc.ch/en/blog/all-specialties/patients-call-medical-appointments/ "Switch to EN")
##### Our Softwares
- [OneDoc Hub](https://info.onedoc.ch/en/hub/)
- [OneDoc Profile](https://info.onedoc.ch/en/hub/onedoc-profile/)
- [Medical agenda](https://info.onedoc.ch/en/hub/medical-agenda/)
- [Online appointment booking](https://info.onedoc.ch/en/hub/online-booking/)
- [Home consultation](https://info.onedoc.ch/en/hub/home-consultation/)
- [Widget](https://info.onedoc.ch/en/hub/widget/)
- [Partner healthcare platforms](https://info.onedoc.ch/en/hub/partner-healthcare-platform/)
- [Follow-up appointment recall](https://info.onedoc.ch/en/hub/follow-up-appointment-recall/)
- [Confirmation email](https://info.onedoc.ch/en/hub/confirmation-email/)
- [Book online button on Google](https://info.onedoc.ch/en/hub/book-online-google-button/)
- [Step-by-steps appointments](https://info.onedoc.ch/en/hub/step-by-step-appointment/)
- [Medical resources management](https://info.onedoc.ch/en/hub/medical-resources-management/)
- [Referral](https://info.onedoc.ch/en/hub/referral/)
- [Statistics on your activity](https://info.onedoc.ch/en/invoice/statistics/)
- [Consultation notes](https://info.onedoc.ch/en/hub/consultation-notes/)
- [SMS reminder for booked appointment](https://info.onedoc.ch/en/hub/sms-reminders/)
- [OneDoc Invoice](https://info.onedoc.ch/en/invoice/)
- [Tarif 590](https://info.onedoc.ch/en/invoice/tarif-590/)
- [Physio Tarif](https://info.onedoc.ch/en/invoice/physio-tarif/)
- [PsyTarif (581/582)](https://info.onedoc.ch/en/invoice/psytarif/)
- [SDH Tarif](https://info.onedoc.ch/en/invoice/tarif-sdh/)
- [Tarif 595](https://info.onedoc.ch/en/tarif-595/)
- [QR-bill](https://info.onedoc.ch/en/invoice/qr-bills/)
- [Payment reminders](https://info.onedoc.ch/en/invoice/payment-reminders/)
- [Automatic payment reconciliation](https://info.onedoc.ch/en/invoice/automatic-payment-reconciliation/)
- [VAT return](https://info.onedoc.ch/en/invoice/vat-return/)
- [Secure invoice transmission to the patient (TG)](https://info.onedoc.ch/en/invoice/third-party-guarantor/)
- [Invoice transmission to the insurance (TP)](https://info.onedoc.ch/en/invoice/third-party-payment/)
- [Year-end closing](https://info.onedoc.ch/en/invoice/year-end-closing/)
- [Covercard](https://info.onedoc.ch/en/invoice/covercard/)
- [Emma, your virtual phone assistant](https://info.onedoc.ch/en/emma-phone-assistant/)
- [OneDoc Inbox](https://info.onedoc.ch/en/inbox/)
- [Medication requests](https://info.onedoc.ch/en/inbox/medication-requests/)
- [OneDoc Link](https://info.onedoc.ch/en/link/)
- [OneDoc Visio](https://info.onedoc.ch/en/visio/)
- [Teleconsultation badge](https://info.onedoc.ch/en/visio/teleconsultation-badge/)
- [Teleconsultation Module](https://info.onedoc.ch/en/visio/teleconsultation-module/)
- [Screen sharing](https://info.onedoc.ch/en/visio/screen-sharing/)
- [Professional background for teleconsultation](https://info.onedoc.ch/en/visio/background-teleconsultation/)
- [Audio and Video settings](https://info.onedoc.ch/en/visio/audio-video-setting/)
##### Use case
- [Create and manage your invoices with OneDoc Invoice](https://info.onedoc.ch/en/needs/create-compliant-invoices/)
- [Retain your patients with a smooth and convenient digital experience](https://info.onedoc.ch/en/needs/retain-your-patients/)
- [Increase the visibility of your practice](https://info.onedoc.ch/en/needs/increase-visibility/)
- [Get more new patients](https://info.onedoc.ch/en/needs/get-new-patients/)
- [Manage care protocols easily](https://info.onedoc.ch/en/needs/manage-care-protocols/)
- [Keep your patients within your network](https://info.onedoc.ch/en/needs/keep-patients-network/)
- [Easily refer your patients to specialists in your network](https://info.onedoc.ch/en/needs/refer-your-patients/)
- [Receive qualified referrals from trusted colleagues](https://info.onedoc.ch/en/needs/receive-qualified-referrals/)
- [Limit the number of no-shows](https://info.onedoc.ch/en/needs/reduce-no-shows/)
- [Handle more patient requests](https://info.onedoc.ch/en/needs/handle-more-patient-requests/)
- [Reduce the number of incoming calls](https://info.onedoc.ch/en/needs/reduce-incoming-calls/)
- [Stay connected with your patients](https://info.onedoc.ch/en/needs/stay-connected-with-patients/)
- [Automate the follow-up of your existing patients](https://info.onedoc.ch/en/needs/automate-follow-up-existing-patients/)
- [Organize your home visits more easily](https://info.onedoc.ch/en/needs/organize-home-visits/)
##### Our solutions by specialty
- [General practitioner](https://info.onedoc.ch/en/specialty/general-practitioner/)
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##### Our latest articles
- [Why do patients still call to book medical appointments?](https://info.onedoc.ch/en/blog/all-specialties/patients-call-medical-appointments/)
- [Administrative overload in medical practices: What practical solutions are available?](https://info.onedoc.ch/en/blog/all-specialties/administrative-medical-practices-solutions/)
- [Why do patients miss medical appointments, and how can you reduce no-shows?](https://info.onedoc.ch/en/blog/all-specialties/reduce-patient-no-shows/)
- [Patient acquisition in the age of AI: Get found, then become the right choice](https://info.onedoc.ch/en/blog/all-specialties/acquisition-ai/)
- [New physiotherapy tariff positions: what will change for you from 1 July 2026](https://info.onedoc.ch/en/blog/physiotherapists/new-tariffs-physiotherapy-2026/)
- [AI in medicine: why your patients are wary (and how transparent communication can restore trust)](https://info.onedoc.ch/en/blog/all-specialties/ai-medicine-build-trust/)
- [Shortage of medical assistants: 3 ways to ease your medical practice’s administrative workload](https://info.onedoc.ch/en/blog/all-specialties/shortage-medical-assistants/)
- [Tarif 595: Are you affected and how does it work?](https://info.onedoc.ch/en/blog/all-specialties/tarif-595-are-you-affected/)
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