AI receptionists for GPs and medical practices are now being operated throughout the country, thanks to the help of customer service centre, InTouchNow.
The Hertfordshire-based company has been trading for 30 years and has developed its own technology and softwares in-house, whilst keeping a close eye on the innovation and growth of AI.
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With the use of AI receptionists for GPs, patients no longer need to be on hold forever waiting for an appointment, test results, referrals or GP letters.
Whilst you can picture a typical GP practice has maybe 1 or 2 receptionists at the desk and a long queue on the phone forming as a result, an AI receptionists can take on infinite calls and requests at once and can make hospital or GP appointments automatically using the system provided.
The InTouchNow software is integrated and syncs with the GP practice and updates in real-time, in a safe and secure environment.
What Are AI Receptionists?
AI receptionists mean that when patients call up looking to book an appointment or get results, they will be speaking to a human-sounding AI robot, who is able to answer any queries and make bookings immediately.
For example, if you called up and said that you wanted to see a GP at a certain practice using an AI receptionist, you might list some times, the robot would answer and once agreed, it would book it for you and send a confirmation SMS and email. Essentially, there is no need to be in a queue and speak to a receptionist, everything can be handled by an AI software.
The idea of being an AI receptionist is that it is constantly learning and can point out certain trends in terms of cancellations, timings and questions that are asked and using this data, it can help formulate better answers and improve efficiency.
Already, tests with AI receptionists for hospitals have been able to offer better times and results for people who have full-time jobs, childcare commitments, are stuck in traffic and are even affected by weather. Any changes that can be made to improve a Doctor’s timing and efficiency is used.
How Can AI Receptionists For GPs and Medical Practices Help Reduce Waiting Times?
Waiting times are a huge issue for GPs and above all, NHS hospitals and missed appointments cost the NHS £1.2 billion per year.
With AI receptionists, there are initially a reduction in waiting times to get an initial appointment because this software can take 100 enquiries at once, rather than just waiting on 1 receptionist in the office and being on hold.
If there are cancellations by email or SMS, this can be quickly opened up to someone who might be on a waiting list, based on data already taken.
With booking at its more efficient, there is an opportunity to also fill in gaps in between patients and offer new appointments faster than could be done by a human being manually.
How AI Receptionists For Hospitals, Medical Practices and Clinics Has Been Rolled Out So Far?
In an unrelated trial, a rollout of a new AI receptionist initiative in Mid and South Essex NHS Foundation Trust led to a 30% fall in non-attendances. During the trial earlier this year, 377 did not attend and an additional 1,910 patients were seen, which they estimated could save £27.5 million if implemented correctly over the course of a full year.
During the pilot, the Trust used AI to look at DNAs and ‘found a spike in last-minute cancellations after two SMS reminders had been sent,’ said Charlotte Williams, chief strategy and improvement officer at Mid and South Essex NHS Foundation Trust. ‘Through this work, they found messaging patients 14 days before an appointment and a follow-up four days before was most effective, as it meant they could cancel earlier and re-book the appointment in plenty of time.’
Dr Diwakar said: ‘New AI initiatives rolled out in the NHS have seen DNAs reduce by about half a million a year, and with last week’s budget committing to an additional £3.4 billion of capital funding, the NHS can double investment in new technology and lead to hundreds of thousands of DNAs being avoided each month.’
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