Poland expands direct specialist access and launches AI voice assistant for NFZ patients

From 17 September 2025 Poland’s National Health Fund (NFZ) will allow patients to see psychologists, optometrists and sports‑medicine doctors without a referral from a primary‑care physician. The change aims to shorten waiting times for mental‑health, vision and sports‑related care, though services remain limited to facilities that hold NFZ contracts.

In parallel, the NFZ is piloting a voice‑AI system developed by EasyCall with partner ElevenLabs. Funded with 23.6 million zł, the assistant can answer calls in Polish, Ukrainian or English, schedule, reschedule or cancel appointments, and notify patients of available slots, reducing empty doctor slots and queue lengths. The tool, already used in the Children’s Health Centre, is designed to sound natural and improve staffing efficiency across clinics.