Improving Access to NHS Services

Posted by: philheiden - Posted on:

photo of black rotary telephone

The NHS has listened to patient feedback calling for faster and more convenient access to services. While we believe healthcare should always remain a priority, we recognise that people’s needs, preferences, and time constraints vary.

As outlined in the recently published NHS 10-Year Plan, the Department of Health is committed to improving how patients access NHS services. Key aims include:

  • Providing multiple ways to contact services, including online, telephone, and in-person options
  • Reducing long telephone waiting times, particularly during the busy 8am–10am period
  • Helping patients reach the right service first time, avoiding unnecessary redirection

Digital solutions that support both patients and the NHS workforce have been identified as a vital part of the NHS recovery and long-term sustainability plan.

Introducing an AI Receptionist Trial

In line with these improvements, we would like to let you know that from 6 January 2026 we will be trialling an Artificial Intelligence (AI) Receptionist. This will be a free, two-week live trial, during which we will gather feedback from patients to help us evaluate the service.

What Does This Mean for You?

At present, during peak times, the average wait to speak to a human receptionist is around 15 minutes, reducing to approximately 4 minutes outside peak hours.

The AI Receptionist can answer your call immediately, without waiting. It will:

  • Confirm your identity
  • Listen to and record the reason for your call
  • Ask relevant follow-up questions where appropriate
  • Identify urgent concerns and transfer you to a human receptionist if needed
  • Direct you to the most appropriate service if your request is better handled elsewhere
  • Read back a summary of the conversation to ensure accuracy before submission

All AI-generated summaries are reviewed and triaged by a human. No matter how you contact us—online, by phone (human or AI), or in person—all requests are assessed clinically and processed in the order received.

Do I Have to Use the AI Receptionist?

No. You remain in full control of how you contact us. You can choose from:

  • Online consultation
  • Telephone (human receptionist)
  • Telephone (AI receptionist)
  • In-person visit

The AI Receptionist will simply be offered as an option when you call.

Is the AI Receptionist Safe?

The AI Receptionist’s role is to collect information only. It does not diagnose conditions or make clinical decisions. All call summaries are reviewed by a human on the same day.

If certain words or phrases are used during the call, the system will automatically transfer you to a human receptionist. Before submission, the summary is read back to you so you can confirm exactly what information is being shared. Full call transcripts are stored securely and can be reviewed by a clinician if required.

The system can also detect signs of frustration or confusion and will automatically transfer the call to a human. At any point, you can simply say, “I would like to speak to a human,” and you will be returned to your original queue position. You remain in control throughout the call.

This technology has been approved for use within the NHS.

Who Provides the AI Receptionist and How Is My Data Protected?

The AI Receptionist is provided by InTouchNow.ai, which meets NHS information governance and data security requirements, including:

  • DCB 0129 & DCB 0160 Clinical Safety Standards
  • ISO/IEC 27001:2013 (Information Security)
  • ISO 9001:2015 (Quality Management)
  • ISO 22301:2019 (Business Continuity)
  • NHS Digital Technology Assessment Criteria (DTAC)
  • UK GDPR and Data Protection Act (2018)
  • Cyber Essentials Certification
  • Registered Class I Medical Device

Benefits of the System

  • Faster call answering times
  • Support for 33 languages, with translation provided
  • Improved service continuity if staff are unavailable due to illness
  • Ability to cancel appointments without waiting on the phone
  • Automatic call-back if your call is disconnected due to poor signal
  • A consistent, trained approach on every call
  • No time pressure—you can take as long as you need

We’d Like Your Feedback

We encourage patients, who have a need, to try the AI Receptionist during the free two-week live trial starting on 6 January 2026.

After your call, you will receive a short survey so we can capture your experience and any feedback to help us improve the service. All calls will be handled securely and confidentially.

Adelaide Medical Centre