Your Calls, Answered Faster: How Our AI System Helps You

Making your experience quicker, easier, and more reliable.

We’ve introduced an AI-powered call handling system to make contacting the surgery faster and easier. Here’s what it means for you:

Faster Access

· Average wait time: Just 1 second before your call is answered by AI.

· When transferred to a human queue, the average wait is just over 2 minutes compared with nearly 38 minutes previously.

 · No long queues: Our longest wait time in December was 16 minutes.

High Availability

· In November, we handled 7,680 calls.

· 5,994 calls were managed by the AI system, ensuring you get through quickly even during busy periods.

Efficient Call Handling

· 3,692 calls were fully completed by AI without needing human intervention.

· For more complex needs, 1,683 calls were seamlessly transferred to our reception team.

· Only 3 calls required direct human handling from start to finish.

Reduced Pressure on Reception

· Our receptionists can now focus on urgent and complex queries, improving overall care quality.

· Today we’re working on administrative tasks generated in the last 3 working days – before implementing the AI system we were 3–4 weeks behind.

· Despite being 5 members short due to medium-term absences, we have maintained a high-quality reception service.

Peak Times Managed

· Our busiest hour is 8:00 AM, but the AI system ensures smooth handling even then with up to 250 calls answered at the same time.

What This Means for You

· Quicker responses for routine queries.

· Less time waiting on the phone.

· Better support for urgent medical needs.

We acknowledge that the system isn’t perfect and that it has caused frustration for some, and we are keen to continue listening to feedback so that we can learn more about how to improve the system.  Despite those frustrations we overwhelmingly feel this has improved how we manage patient enquiries.

For those who struggle with voice recognition, you can ask to speak with a human at any time during the call. Our online consultations and reception desks at all 3 sites remain available for anyone who does not wish to use the telephone.

Looking Ahead: In January, the system will continue to develop – we expect a better voice model for a more natural experience and the ability to book nursing appointments automatically for blood tests, smear tests, and immunisations.

Published: Jan 2, 2026