Say hello to our AI receptionist
You might have noticed something new when you call the surgery. Your call is now answered straight away by our AI receptionist, who works alongside our reception team to help you get sorted quickly. This page explains what it does and why we've brought it in.
Grab a cuppa. It only takes a few minutes to read.
What the AI is there for
Think of our AI receptionist as a new member of the front desk team. It has been set up to follow the very same processes as every other receptionist at Brunswick Park, so you'll be asked the same sort of questions and your request will end up in the same place.
The big difference? It never needs a break, and it can pick up lots of calls at once. That means:
- Answered on the first ring. No queue, no engaged tone and no 8am scramble. No more listening to hold music while you count down your place in the queue.
- Less pressure on our reception team. We look after thousands of patients, and the phones can get very busy. The AI takes on the everyday calls so our team has more time for the people who need them most.
- The same care and the same rules. It works to the practice's own guidance, not a one-size-fits-all script.
This is just an illustration. Every call is a little different, and you can speak naturally, in your own words.
Here's what our AI receptionist can help with
Whether it's paperwork or something medical, just tell it what you need. It takes down your request properly and passes it to the practice team, who review every single one.
Medical queries it can help with
Medical queries
Feeling unwell, or worried about a symptom or an ongoing condition? Tell the AI receptionist what's going on, in your own words. It asks the same questions our reception team would, spots anything that sounds urgent, and passes your request to the clinical team, who review every one. It never gives a diagnosis or makes decisions about your care.
Admin requests it can help with
GP letters
Need a letter from your GP? It'll take down what you need.
Medical examinations
Requests for medical examinations, such as for work or driving.
Medical reports
Requests for reports, for example for insurance or an employer.
Private services
Asking about private (non-NHS) services from the practice. A fee may apply.
Repeat prescriptions
Running low? It can help with your repeat prescription request.
Sick notes
Need a sick or fit note for work? It can start that request for you.
Test results
Checking in on results? It'll take your query and pass it to the team.
Travel vaccinations
Heading abroad? Let it know where and when you're travelling.
Pharmacy First
Following NHS guidance, it can point you to a local pharmacy for these conditions, which pharmacists can treat without a GP appointment:
- Acute otitis externa, an outer ear infection (adults aged 18 and over)
- Earache / acute otitis media (aged 1 to 17)
- Impetigo (aged 1 and over)
- Infected insect bites (aged 1 and over)
- Low-frequency episodic migraine (adults aged 18 to 64)
- Mild skin and soft tissue infections and scabies
- Mild to moderate acne (young people and adults)
- Seasonal allergic rhinitis / hay fever (children aged 4 to 11)
- Shingles (aged 18 and over)
- Sinusitis (aged 12 and over)
- Sore throat (aged 5 and over)
- Uncomplicated urinary tract infections (UTIs) in women (aged 16 to 64)
Some of these are newer to Pharmacy First and are only offered at participating pharmacies, so it's worth checking with your pharmacy first. More on NHS pharmacies
What happens when you call
No buttons to press, no menus to remember. Just talk.
We answer quickly
Ring 020 8368 1568 as usual. The AI receptionist picks up, so you're not left waiting in a long queue.
You tell us what you need
Speak normally, in your own words. Take your time, there's no rush.
It asks a few questions
The same kind of questions our reception team would ask, so the right person can help you.
Our team takes it from there
Your request goes to the practice, and a real member of the team looks at every single one.
How to get the best out of your AI receptionist
A few small things can help your call go smoothly.
- Please let it finish speakingPlease try not to talk over the AI receptionist. Waiting for it to finish before you reply helps it catch everything you say.
- Speak clearlyTalk at your normal pace and tell it one thing at a time. There's no need to shout or slow right down.
- Call on a clear lineIf you can, ring from somewhere quiet with a good signal. Background noise, speakerphone or a crackly line can make it harder for it to hear you.
Is the practice team still involved?
Absolutely. The AI receptionist is here to support the team at Brunswick Park, not to replace them. Our doctors, nurses and staff are all still here, and people still make every decision about your care.
Every request that comes through is looked at by the practice team, so nothing gets lost and nothing is decided by a computer.
If you'd rather not use the phone, you can always send a request online through eConsult instead.
Is my information safe?
Yes. Your details are only used to help with your request, and they're handled in the same careful way as any other information you share with the surgery.
Our AI receptionist has been trained just like any other receptionist at the practice. It asks the right questions to understand and triage your request, so it reaches the right place first time.
Where does my data go?
We know it's natural to wonder what happens to what you say on the phone. Here's the short version.
- Only what you choose to shareThe AI receptionist only notes what you tell it during the call. Nothing more.
- It can't see your medical recordsThe AI receptionist doesn't have access to your medical records.
- Sent securely to the practiceYour request goes securely into the practice's clinical system, where our team reviews it.
- Only used for your careYour information is only used to manage your healthcare, and it is handled in line with NHS data protection standards and UK GDPR.
Want the full detail? Read our AI receptionist privacy notice, the practice's privacy notice and its policies and procedures.
We're here for you, and we keep learning
Just like any new receptionist, ours gets regular training. We're in constant contact with the Practice Manager at Brunswick Park to keep things running smoothly for you. Think of these as refresher sessions: whenever something could be clearer or kinder, we fine-tune it.
The practice guides it
The Practice Manager tells us how Brunswick Park does things, and the AI receptionist follows that.
We listen to feedback
Your comments, good or bad, help us spot what's working and what needs a tweak.
It keeps improving
Regular updates, a bit like retraining sessions, mean the service keeps getting better over time.
IMPORTANTIf it's an emergency, don't wait
Our AI receptionist is for everyday surgery requests. It isn't an emergency service. If you or someone else is seriously unwell, please get help straight away.
- Chest pain, struggling to breathe, signs of a stroke, heavy bleeding or loss of consciousness: call 999.
- You need medical help fast but it's not life threatening: call 111 or visit NHS 111 online.
If you mention something on the call that sounds urgent, the AI receptionist will point you to the right help.
Things patients often ask
Can I speak in my own language?
Yes. Just let the AI receptionist know which language you'd prefer, and you can carry on in the one you're most comfortable with.
Do I need to speak in a special way?
Not at all. Just talk naturally, the way you would to anyone on the front desk. If it doesn't catch something, it will simply ask you to repeat it.
What if it doesn't understand me?
It's built to understand lots of different voices and accents. If it doesn't quite catch something, it will simply ask you to repeat or explain it another way. Take your time.
Is it replacing reception staff?
No. Our reception team remains a vital part of how we provide care. The AI receptionist supports them by handling routine requests and gathering information, which frees them up for patients who need extra help.
Can it see my medical records?
No. The AI receptionist doesn't have access to your medical records. It only notes what you choose to tell it during the call, which is passed securely to the practice team to review.
Why does it ask questions?
To help us understand what you need, spot anything urgent quickly, and make sure you get the right care at the right time.
Does the AI decide what treatment I get?
No. It never gives a diagnosis or makes decisions about your care. It gathers the information and passes it to our clinical team, who review every request.
Can I still contact the surgery online?
How can I give feedback?
We'd love to hear from you. Share it through the Friends & Family Test, or get in touch via our contact page. Every bit of feedback helps us improve.
Prefer to go online?
You don't have to call. Our online consultation service lets you send any medical or admin request, including asking for an appointment, during the practice's online opening hours.
Contact your GP online
Submit a request through eConsult, Monday to Friday, 8am to 6:30pm.