05/08/2026
❗ Patient Update – AI Telephone Receptionist (August 2026) ❗
In June, we shared that we were exploring the possibility of introducing an AI telephone receptionist to help improve access to the practice following feedback from many patients who told us they found it difficult to get through by phone.
After carefully considering the options available and reviewing the feedback received, we have decided to proceed with introducing an AI-powered telephone receptionist.
This decision has been made with one clear aim: to improve access to the practice and make it easier for patients to contact us, particularly during our busiest periods. The AI receptionist will help answer calls, direct patients to the most appropriate service, and assist with routine enquiries, allowing our reception team to spend more time supporting patients who require more complex assistance.
We would like to reassure patients that this change is not about replacing our reception team. Our reception staff will continue to play a vital role in supporting patients, both over the telephone and in person. The AI receptionist is intended to work alongside our team, helping to reduce call waiting times and improve the overall patient experience.
We are currently working with the provider to finalise the implementation and are awaiting confirmation of a go-live date. As soon as this has been confirmed, we will let all patients know when the new system will be introduced and provide further information on how it works, what you can expect when you call the practice, and the support available if you would prefer to speak to a member of our team.
We understand that introducing new technology may raise questions, and we are committed to ensuring that the transition is as smooth as possible. Patient confidentiality, safety and the quality of our service remain our highest priorities.
Thank you for your continued support as we work to improve access to our services. We look forward to sharing further updates with you soon.
