New: Faster Phone Access with Our AI Receptionist

We’re improving how patients contact Heathbridge Practice by introducing an AI-supported receptionist to help answer calls more quickly and efficiently.

This system works alongside our reception team and follows the same processes and policies we already use. When you call the surgery you will be offered the choice of an AI agent or Human agent.

What this means for you

• Faster call answering, especially during busy periods
• Clear signposting to the right service or next step
• Fewer queues and reduced waiting times
• The option to speak to a human receptionist at any point

How it works?

When you call the practice, you may be offered the option to speak with our AI receptionist. The AI can:

• Collect key information about your request
• Signpost you to the most appropriate service
• Help route your enquiry efficiently to our team

At the end of the calls the AI records the information you provide, and creates an online triage request that is sent directly to the GP team on your behalf.

If you prefer, you can always ask to speak to a member of our reception staff.

Your privacy and safety

• The AI follows strict NHS information governance standards
• Your information is handled securely and confidentially
• The system does not make clinical decisions
• All messages passed to the practice are clearly identified

This change is part of our ongoing work to improve access while ensuring patients with urgent needs are prioritised appropriately.

Published: Mar 13, 2026