AI + Human Hybrid Call Handling for
GP Practices
Seamless support. Smarter conversations. Better outcomes.
Hello! this is your local doctors surgery. How can we help you today?
Hi, I'd like to book a doctors appointment.
Well thank you for calling, I'd be happy to help
Hello! this is your local doctors surgery. How can we help you today?
Well thank you for calling, I'd be happy to help
Hi, I'd like to book a doctors appointment.
Our Clients Use
AI + Humans > AI only or Human only
Let your team do what they do best — we’ll handle the rest.
Patients expect quick, friendly, and reliable support when they call their GP practice — but managing that consistently can be hard with limited staff and rising demand.
That’s where we come in. Our AI/human hybrid solution combines the speed and consistency of Voice AI with the empathy and flexibility of our trained NHS receptionists, ensuring no patient is left waiting and every conversation is handled with care.
In our vision, the reception team of the future includes both human and AI receptionists.
Conversational AI, talking to your patients
Our Voice Agent uses the latest AI technology to understand and respond to patient questions, whilst following your practices call handling process
Hi there! How can I help?
Can I take your name
How long has this been going on for?
Can you please describe your symptoms?
I can offer you an appointment today
A doctor will call before 2 PM today
What is a hybrid AI/human call handling solution?
Our hybrid model blends conversational AI with real, trained NHS receptionists to offer the most comprehensive call handling solution in primary care. It’s not just a voicebot answering calls or a call centre providing backup — it’s a fully integrated service designed to reflect your practice’s workflows, tone, and values.
Here’s how it works: AI answers the call first, on the first ring, and handles all routine patient conversations — things like appointment booking, repeat prescription requests, or updating patient details. It follows the exact scripts and triage logic your reception team would use, with zero hold times or need for callbacks.
But when a call requires nuance, empathy, or discretion — say a mental health concern, a vulnerable patient, or a query outside of standard protocol — the AI knows when to escalate. At that point, the call is seamlessly handed off to a trained NHS receptionist, ready to take over without the patient ever needing to repeat themselves.
It’s automation with a safety net — designed to work with your team, not replace it.
How does it work?
A patient calls your practice
AI answers instantly, gathering information just like your reception team
Routine calls are completed automatically — appointments booked, info recorded, triage forms submitted
For complex or sensitive queries, the call is handed over to our team of trained NHS receptionists
Every patient gets the right response — with no stress on your team
Why practices trust our hybrid model
🔄 Automated where possible, human where necessary
Many practices are drawn to the promise of full automation — but the reality is that healthcare conversations can be sensitive and complex. That’s why we designed our solution to automate what makes sense and escalate when it matters most. Our AI handles up to 60% of calls completely autonomously, and when human help is needed, it’s there — seamlessly and instantly.
☎️ Never miss a call — even at peak times
Your receptionists can only handle one call at a time. Our AI, supported by our human team, can handle as many as needed. This means every call is answered on the first ring, including during the 8am rush or after a patient receives a broadcast SMS. No more jammed lines. No more frustrated patients.
🤝 Empathy built in
When a real human takes over, they’re not just anyone — they’re trained, UK-based NHS receptionists, familiar with the pressures of primary care and the needs of your patients. And our AI is built with empathy too — using warm, human-like language and tone, it mirrors the friendliness and clarity of a great receptionist, not the cold script of a robot.
⚙️ Tailored to your practice
We don’t believe in one-size-fits-all. Every deployment of InTouchNow.ai is custom-trained to follow your exact call handling protocols, including escalation routes, triage steps, and even the language your patients are used to hearing. We work with your team to shape the AI’s tone, flow, and escalation points — making it feel like a seamless extension of your reception desk.
📉 Cut costs without cutting corners
By automating the bulk of call traffic and reducing the need for additional staffing or expensive locum cover, you can reduce operational costs while actually improving service levels. Our hybrid model gives you scalability and control — without compromising on quality or safety.
Key Features
Keep your customers happy by being available 24/7.
Recruitment & Retention of Receptionists
Consistency on Calls
Our AI ensures every patient receives the same high standard of service and information. With instant answering and 24/7 availability, it reduces error and increases patient trust and satisfaction.
Managing Demand
Effortlessly handle high call volumes with our AI. It’s scalable and always available, ensuring that your practice can manage peak times without compromising on service quality.
Experience
Hear from Our Customers
“InTouchNow has been instrumental in solving these challenges for our practice. They have fine-tuned their service to meet our patient demand, providing the right level of cover at the right times of day.”
“InTouchNow effectively addressed these challenges by offering greater flexibility in staff availability and scheduling. This change significantly eased the strain on our in-house team and enhanced our overall operational efficiency which has been felt across the board in our daily operations.”
“InTouchNow provided us with crucial support during our busiest periods. Our team has experienced a notable reduction in pressure, leading to improved staff morale and a more positive practice atmosphere.”
Designed for a modern general practice
Every GP practice is different — but nearly all are feeling the same pressures: rising demand, tighter budgets, recruitment difficulties, and increased patient expectations.
Our hybrid model is designed with those real-world challenges in mind. Whether you’re a busy urban practice taking thousands of calls per month, or a rural surgery with complex triage needs, InTouchNow.ai can flex to support your exact setup.
Backed by over five years of experience delivering NHS reception services, our approach is tried, tested, and trusted across the UK.
Let’s put the human back into digital
Technology shouldn’t remove the human element from patient care — it should enhance it. With InTouchNow.ai, you don’t have to choose between automation and empathy.
You get both: a faster, smarter, more sustainable way to manage calls for GP practices — while ensuring every patient feels heard, valued, and supported.
Book a call to explore how hybrid call handling could work for your practice
We’ll tailor a solution that fits your size, your systems, and your team — and show you exactly how we can save time, reduce costs, and improve patient access from day one.