Recent Articles
Evan Burgess
October 31, 2026
AI Receptionists for GP Surgeries: A Buyer’s Guide
AI receptionists for GP surgeries support patient contact by answering calls, capturing requests and helping the...
Tina Stenzel
April 25, 2026
Working With Receptionists, Not Against Them
AI reception should be evaluated alongside GP receptionists. The useful question is how the proposed service changes...
Tina Stenzel
April 24, 2026
Older Patients Aren't the Problem. The Design Is.
Older patients have different needs, preferences and levels of confidence with technology. Age alone cannot tell a GP...
Tina Stenzel
April 22, 2026
AI Voice Recognition and Accents in NHS GP Surgeries
AI voice recognition for GP phone calls needs to work with the people who contact the practice. Accents, speech...
Tina Stenzel
April 21, 2026
AI in GP Surgeries: Making Change Work for Staff and Patients
Introducing AI reception into a GP surgery is a service change for staff and patients. A useful implementation plan...
Tina Stenzel
April 21, 2026
The 8am Scramble Wasn't Working Either
The 8am rush is a useful starting point for reviewing GP phone access. It is also only one part of the patient journey....
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
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 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
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...