Some residents have raised concerns about reduced personal interaction. Photo credit: mridhokayambo/Adobe Stock
Residents across the Valencian Community could soon find it easier to contact their local health centre after the regional government announced plans to introduce an artificial intelligence-powered telephone system for primary care services in 2026. The rollout, planned across 846 health centres, is designed to tackle long waiting times, missed calls and high pressure on reception staff by automating routine tasks such as appointment booking and cancellations.
The change is aimed at improving telephone access to primary care services, particularly during peak demand periods when reception lines are busiest. It will also include English-language support for international residents contacting health centres.
How the system will operate
The project uses an AI-powered virtual assistant to answer incoming calls to primary care centres. Patients will continue using existing health centre numbers, with initial call handling carried out by the automated system. The platform will identify patients, determine the reason for contact and route calls to the appropriate service or professional. It will also process appointment bookings, changes and cancellations.
The system uses conversational input rather than fixed menu options. Callers describe their request in natural speech, which is processed and directed accordingly. Health authorities state the system supports staff and does not replace clinical decision-making. Complex cases remain with healthcare professionals.
English-language access for international residents
For those who have difficulty understanding or speaking the language, the system will operate in English, Spanish and Valencian. English-speaking residents will be able to communicate directly with the assistant when contacting health centres without language barriers. This is intended to improve access for foreign residents who use the public healthcare system but may struggle when booking or managing appointments.
Patients will be able to request appointments, explain symptoms and handle basic administrative tasks without needing translation assistance.
Benefits for patients and services
Health officials expect the new system to reduce missed calls and shorten waiting times when contacting health centres, particularly during peak demand periods. Routine administrative tasks such as appointment management will be automated, easing pressure on reception staff.
The system is also expected to create a more consistent experience across all participating centres. Staff time currently spent handling routine telephone enquiries will be redirected towards patient care.
Some residents question the change
Not everyone feels positively towards the change, some residents have raised concerns about reduced personal interaction, communication errors and even accessibility for older people.
Shereen, a resident of Dénia, expressed scepticism about the effectiveness of the system, saying:
“I’m not convinced. AI removes the personal attention and care, and can sometimes take longer to get results because the machine doesn’t understand you.”
Trish, who lives in the UK but has family in Valencia, stressed concerns over how the change could impact elderly relatives:
“I live in the UK but my mum is in Russafa. I feel that making things function with AI is complicating things for the elder population. Many struggle to understand all this new technology and it could leave them struggling to get things done.”
Pete, who has lived in Oliva since 2006, criticised the shift towards automated customer service systems, arguing:
“I think it’s a very silly idea. They’ve done the same with virtual banking, couriers and online stores. When you need help you end up speaking to a machine that gives you several options, none of which you need. You either end up hanging up out of frustration or requesting to speak to a person, which defeats the point. I’m not looking forward to it.” Public contract and implementation
Matias, who lives in Valencia, questions the system’s effectiveness during periods of doctor strikes and appointment cancellations:
“I like to see how helpful this will be with all the current doctor strikes and appointments being cancelled.”
These are just some of the thoughts expressed by residents ahead of the system’s rollout.
Could other regions follow?
At this stage, the AI telephone system is limited to the Valencian Community, there has been no confirmation from Spain’s central health ministry or other autonomous communities that similar systems will be introduced elsewhere.
However, large-scale digital health projects in Spain are often monitored by other regions, particularly where they involve efficiency gains in primary care services. If the system is implemented successfully in Valencia, it could be reviewed as a possible model for future digital healthcare initiatives in other parts of the country.
Outlook
The Valencian government has launched a public contract worth approximately €18.7 million to develop and roll out the system, with the awarding process now underway.
The project is still in its implementation phase after the public contract process. Health officials say the aim is to make it easier for people to reach primary care services, ease pressure on reception staff and improve how patient calls are handled day to day.
If it goes ahead as planned, the system will become one of the largest AI-enabled telephone systems used in regional healthcare in Spain.
