InTouchNow.ai Newsletter: August 2025
Smarter Conversations. Better Access. For Every Patient.
Welcome back to the InTouchNow.ai Community!
The latest results from the GP Patient Survey 2025 are in – and they offer fresh insight into how patients are experiencing general practice, especially when it comes to getting through on the phone and the support they receive from reception teams.
Here’s what stood out:
✅ Receptionists continue to shine
83% of patients rated GP receptionists as helpful or very helpful – matching the results from 2024 and 2023. It’s a strong endorsement of the vital frontline role that reception teams play in primary care.
☎️ Phone access sees a small but welcome rise
After years of frustration around morning bottlenecks and long wait times, 52.9% of patients in 2025 said they found it easy to get through on the phone – up from 49.7% in 2024 and ~49.8% in 2023.
While there’s still a long way to go, this small increase signals that access improvements – including digital telephony and AI-powered triage – may be making a difference.
Haven’t had the chance to see how your practice has performed?
👉 View the full GPPS 2025 results
Say hello to faster, smarter testing. This month’s Feature Focus highlights our latest innovation: Automated Call Testing – a brand-new way to fine-tune and verify your AI agent call pathways before they go live.
🧠 How It Works
Our system generates an AI test persona that makes a real call to your voice agent – just like a patient would. The AI persona works its way through your call flow in real time, simulating a full patient journey from start to finish.
Customise the test to suit your needs:
Enter the number of calls you want to run
Select the part of the call flow you want to test
Make your test more specific by adding more details into the additional instructions field
✅ The Benefits
Speed – No more manual test calls. Validate updates in seconds.
Control – You choose the type of interaction and where to focus testing.
Confidence – Ensure your patient journeys work as expected before hitting “go live.”
Whether you’re launching a new agent, updating a pathway, or refining your patient journey, Automated Call Testing puts you in full control – and keeps your service running smoothly.
When it comes to patient calls, timing matters. That’s why we’ve just rolled out Hosted Queueing – a powerful new upgrade that keeps the experience smooth and stress-free, even when AI can’t resolve the full query.
🧠 How It Works
If a patient’s query can’t be fully handled by your AI agent, they’ll now be returned to their exact place in the reception queue – no need to start over, no lost time, and no added frustration.
Instead of rerouting them to the back of the line, InTouchNow.ai places them in a “hosted hold”—securely saving their queue position until a human team member is available.
🔄 Why It Matters
Protects patient time – Keeps them moving forward, not starting again
Generates trust – Patients are more likely to try the AI at first instance
Higher uptake – Results in fewer calls needing staff intervention
Hosted Queueing helps practices deliver a frictionless, consistent experience – even when human support is still part of the journey.
Let’s Talk AI That Works for Your Practice
Whether you’re looking to reduce call wait times, give your reception team a breather, or rethink how patients access care – we’re here to help.
📅 Book a chat with our team today
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