Recent Articles
Thomas Eastwood
July 25, 2025
Language Barriers & GP Booking: An Unspoken Frustration
A patient can know exactly what they need and still struggle to explain it in English. For a GP practice, good language...
Thomas Eastwood
March 5, 2025
Clinical Input in AI GP Reception: Questions to Ask
Clinical input in AI GP reception should help a practice understand the service’s boundaries, the risks in its patient...
Thomas Eastwood
February 11, 2025
Rising Employer NI Costs: Reviewing GP Reception Workloads
Employer National Insurance is one part of the cost of running a GP reception team. When staffing costs change, the...
Thomas Eastwood
February 3, 2025
Agentic AI in GP Surgeries: What to Check Before You Buy
Agentic AI in GP surgeries is often described in terms of autonomy. For a practice buying a service, the more useful...
Thomas Eastwood
January 3, 2025
Understanding GP Practice Costs: Workload, Capacity and Value
Understanding GP practice costs starts with comparing the same thing. Payments to a practice, the cost of delivering...
Thomas Eastwood
December 27, 2024
Maximising Team Performance in GP Surgeries
Maximising team performance in a GP surgery starts with the work people receive. Clear requests, defined...
Thomas Eastwood
December 11, 2024
Digital Exclusion in Healthcare: Keeping GP Access Inclusive
Digital exclusion in healthcare can make a contact route difficult or unusable for a patient. A GP practice needs to...
Thomas Eastwood
December 4, 2024
PCN Funding for Patient Access: What to Check with Your ICB
PCN funding for patient access needs to be checked against the current scheme and local commissioning arrangements. A...
Thomas Eastwood
November 8, 2024
GP Reception Staff Retention: Workload, Support and AI
GP reception staff retention deserves a review of the working day, the support colleagues receive and the work the...
Thomas Eastwood
November 5, 2024
GP 8am Rush: A Digital Telephony Funding Checklist
Digital telephony funding should be reviewed alongside the patient access problem a GP practice is trying to solve,...
Thomas Eastwood
November 4, 2024
NLP for GP Phone Calls: Understanding the Patient’s Request
NLP, or natural language processing, is relevant to GP phone calls because patients explain requests in their own...
Thomas Eastwood
November 4, 2024
Intelligent Call Routing for NHS GP Surgeries
Intelligent call routing for a GP surgery should make the patient’s next step clear and send the request to an...
Thomas Eastwood
November 4, 2024
AI in the NHS: How to Read an Implementation Case Study
For buyers assessing AI in the NHS, an implementation case study can identify useful questions, but its figures need...
Thomas Eastwood
November 4, 2024
Improve Patient Access: Review the Whole GP Journey
To improve patient access, review whether a person can explain what they need, use a contact route that works for them...
Thomas Eastwood
October 30, 2024
AI Virtual Receptionists for GP Surgeries: A Practical Guide
An AI virtual receptionist for a GP surgery should be evaluated through the patient’s request and the work that reaches...
Thomas Eastwood
September 9, 2024
Receptionist Relief: A Better Working Day in GP Practices
Receptionist relief in a GP practice starts with understanding where the pressure comes from. Repeated interruptions,...
Thomas Eastwood
September 9, 2024
Best Practice Birmingham 2025: Event Archive
Event archive: This article originally promoted Best Practice Birmingham 2025. That event is in the past. It is...