AI & automation · Powered by InTouchNow.ai

AI receptionist for NHS GP surgeries

The AI receptionist answers every patient call for your practice, captures accurate triage information and hands the call to your team the moment a patient needs a person. It works with your reception team, not instead of them.

Try our AI: 020 3879 4499

Incoming call · 07… 214

Riverside Practice

00:22

AI Receptionist

Good morning, Riverside Practice, how can I help?

Patient

Hi, I need to book an appointment for my daughter.

AI Receptionist

Of course, can I take her name and date of birth?

Patient

Amelia Clarke, 14 March 2019.

AI Receptionist

I have 10:40am tomorrow with Dr Hughes, shall I book that in?

Patient

Yes, that works.

AI Receptionist

Booked. Amelia is confirmed for 10:40am tomorrow with Dr Hughes.

Appointment booked · call recorded

200+GP practices supported

2m patients covered

DCB0129compliant for clinical risk

Class Iregistered medical device

The challenge

Why patient access needs a new approach

Practices across the UK are under pressure to manage high patient demand with limited resources. The 8am rush for appointments is just one example, with problems that every practice will recognise:

Peak-time call volumes exceed available reception capacity.

Reception teams face sustained workload pressure, leading to high turnover.

Patient information isn't always captured consistently and accurately.

Long wait times leave patients frustrated before they connect.

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Awards and certifications

How it works

A clinically compliant AI receptionist, built for general practice

Never miss a patient call, even during your busiest periods. Our AI receptionist works alongside your practice to answer calls instantly, gather the right information and ensure patients get the support they need.

Patient calls your practice
Patients call your surgery as normal, with no changes to their experience.
AI receptionist answers instantly
Every call is answered straight away, including during the busy 8am rush, helping reduce queues, abandoned calls and patient frustration.
Information is collected and triaged
Using your practice's existing questions and workflows, the AI receptionist gathers the information needed for appointments, prescription requests or clinical queries.
The request is processed or escalated
The patient's online consultation is submitted automatically or the call is transferred to your reception team whenever a patient requests to speak to a person or the enquiry requires human support.

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Who it's for

Built for GP practices, and beyond

While designed first and foremost for NHS GP surgeries, the same approach to call handling suits any healthcare provider facing similar pressures on patient access.

GP practices

The core focus, built around the calls, triage and appointment demands specific to general practice.

Dentists

Handles booking and enquiry calls for dental practices facing the same peak-time pressures as GP surgeries.

Ambulance trusts

Supports high call volumes and consistent information capture where every second and every detail counts.

General healthcare providers

Any provider with similar call-handling needs can put the same approach to work for their patients.

What it handles

What can the AI Receptionist handle?

It's built for far more than booking a first appointment. The AI Receptionist manages the full range of routine calls a practice receives every day.

Booking appointments

Finds and confirms a suitable slot with the patient during the call itself.

Cancelling or rearranging appointments

Handles changes to existing bookings without needing reception to pick up.

Prescription requests

Captures the details needed to process a repeat or routine prescription request.

Signposting patients

Points patients to the right service, such as a pharmacy or 111, when that's a better fit than a GP appointment.

Passing complex calls to reception

Recognises when a query needs a person and hands the call over straight away.

The technology

Works within your existing voice platform

Our AI receptionist works as part of your GP Voice system, or integrates with whatever voice platform your practice already uses. We connect it to your telephony, EMIS and TPP systems.

While built for general practice, the same approach also supports dentists, ambulance trusts and other healthcare providers with similar call-handling needs.

Purpose-built for healthcare call handling
Developed specifically for NHS call handling, from GP practices to dentists and ambulance trusts, not adapted from a general-purpose voice assistant.
Independently certified
Underpins the AI receptionist's DCB0129 compliance and Class I medical device registration, covered in full below.
Delivered and supported by Wavenet
You contract, configure and get support through us, fully integrated into your existing GP Voice or voice platform setup.

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What sets the AI Receptionist apart

Key features and benefits

AI receptionist

Our AI receptionist handles routine enquiries instantly, offering patients calm and consistent guidance. By taking care of the predictable workload, it frees your team to focus on the people who truly need human support.

Integration with GP Voice

Integrates seamlessly with your existing GP Voice setup, so teams continue using familiar tools without disruption. Your call flows remain consistent, smooth and easy to manage from day one.

Smooth front end message experience

Blends naturally into your current front end call message, giving patients clear, simple instructions from the moment they call. This streamlined experience reduces confusion and keeps call traffic moving effortlessly.

Option to speak to a person at any time

Patients can opt out of the AI at any point and speak directly to a receptionist. This ensures accessibility for everyone and builds trust by keeping human support always within reach.

Uses existing Accurx triage questions

Uses your existing Accurx triage and intake questions to collect accurate information before the call reaches reception. This avoids duplication, keeps data consistent and saves staff valuable time.

Call recording

All calls are recorded exactly as they are today, preserving your current processes for safety, training and audit. No additional setup or workflow changes required.

Reporting for NHSE

All required reporting continues to be automatically captured and submitted to NHS England. Compliance stays effortless, with no extra admin for your team.

Switching from another AI receptionist?

Not all AI receptionists are the same

Natural conversations
No rigid scripts. Patients can explain their query in their own words, and the AI Receptionist adapts rather than forcing a fixed decision tree.
Accent recognition
Trained across around 50 UK regional accents and 85+ languages commonly spoken in the NHS, so patients aren't misunderstood because of how they speak.
Flexible call handling
Handles more than one type of request in a single call, from booking to prescriptions to signposting, rather than routing on one fixed intent.
Human escalation, always
Every call can be handed to a person the moment a patient asks, or the query needs it, whatever the AI has or hasn't managed to resolve.
Easy to switch
Works with your existing telephony, GP Voice or otherwise, so moving away from another provider doesn't mean ripping out your phone system.

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Tablet, reading and woman scientist in laboratory working on medical research, project or experiment.

The impact

What changes for your practice

Improved patient access

Every call is taken straight away, even at peak times.

Happier reception teams

Staff are freed for higher-value work, lowering turnover.

Accurate data capture

Consistent data flows straight into your GP triage tools.

Faster clinical decisions

Clear information enables quicker, more efficient triage.

Local accents

A choice of around 50 local accents builds better rapport with patients.

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Improving access

Listen to some of our voices

A choice of around 50 UK regional accents, helping the AI Receptionist build rapport with every patient who calls.

Female London Accent

South Coast Female Accent

Female Midlands Accent

Professional Female Accent

Male London Accent

Upbeat Female London Accent

Arabic Female

French Female

Polish Male

Portuguese Male

Russian Female

Spanish Male

What our customers say

"The team at Wavenet gave us the peace of mind we needed to initiate our office move. Their technical expertise and guidance was invaluable and I’m very pleased to consider them as an extension of our team."

Mark Horner - Project Manager
AstraZeneca

FAQs

Will AI replace our receptionists?

No. The AI receptionist works with your reception team, not instead of them. It takes on routine and peak-time calls so your staff can focus on higher-value patient support.

Can patients still speak to a person?

Yes, always. Every call is handed to a member of your team the moment a patient asks to speak to someone.

Is it safe and compliant for clinical use?

Yes. The underlying technology is DCB0129 compliant for NHS clinical risk management and is registered by InTouchNow.ai as a Class I medical device, with monthly data submissions to NHS England.

Will it disrupt our existing phone system?

No. There is no need to port your number or divert calls, so there is no disruption to your current setup and no risk of additional charges.

How is patient information captured?

Through structured questions that feed clear, consistent information into your existing triage tools, including Accurx, EMIS and TPP, helping your clinical team make faster decisions.

How much does it cost?

You only pay for calls that are handled successfully, so cost stays directly aligned with the value delivered to your practice.

What happens if a patient calls with an emergency?

AI receptionist is built to recognise urgent situations and hand the call to your team or direct the patient to 999 or 111 where appropriate, rather than attempting to triage emergencies itself.

Ready to streamline patient calls and reduce reception pressure?

Talk to us today about bringing AI reception to your practice.

AI receptionist for NHS GP surgeries