AI Telephone Assistant Trial from Tuesday 07th April

At The Park Medical Centre, we are continually enhancing our services to improve your experience.

We're always looking for ways to improve our patient experience. That's why we are introducing our AI Voice Assistant, a cutting-edge tool that can answer an unlimted number of calls to our practice at the same time, all whilst following the same call handling process our human receptionists do.

This is a 2 week trial which we are aiming to start on Tuesday 07th April. 

Here is how it works:

• Immediate call answering: Every call is answered on the first ring, so no wait times
• Streamlined service: Our processes remain the same, ensuring accuracy and efficiency.
• Better prioritisation: By speeding up how quickly we recive patient requests, we can offer quicker appointment access to those who need it most.

We are excited about the next phase of reception support we are rolling out to you, our patients and look forward to hearing your feedback on your intereations with our AI.

What is it?
Our AI Telephone Assistant is a secure system that answers calls and gathers information about your request. It works alongside our reception team to help us respond more quickly and safely.

Why are we using it?
We receive a high number of calls, especially during busy times. The system helps us:
• Answer more calls without long waits
• Reduce engaged tones
• Identify urgent requests quickly
• Collect accurate information for clinicians
• Free up staff to support patients who need extra help

Is it replacing reception staff?
No, our reception team remains a vital part of our ability to provide care. The AI supports them by handling routine requests and gathering information.

Can the AI see my medical records?
No, the AI does not have access to your full medical history or records. It only records the information you choose to provide during the call, which is securely added to our clinical system for review by our team.

Is my information safe?
Yes, the system meets NHS data protection standards and follows UK GDPR. Your information is handled securely and
confidentially.

Can I still speak to a person?
You can request to speak to a receptionist at any time during the call to be transfered - though their may be a wait.

What can it help with?
The AI gathers information so our team can review and respond appropriately, tasks the AI can assist with include:

• Appointment requests
• Medical queries
• Pharmacy First referrals
• Prescription enquiries
• Fit notes
• Test results
• Administrative questions

Does it make medical decisions?
No, it does not diagnose or make decisions. It collects information for our clinical team to review.

What if my problem is urgent?
For life-threatening emergencies, call 999.
For urgent medical advice, call 111.

The AI assistant is not an emergency service.

Why do you ask detailed questions?
To help us understand your needs, identify urgent symptoms quickly, and make sure you receive the right care at the
right time.