For total triage practices
Total triage, handled from the first ring
AI answers every call, guides the patient through your triage questions, and submits a completed form into your workflow - before your team has picked up a phone. Smarter conversations. Faster decisions. Safer outcomes.
Total triage call handling, designed by GPs, powered by AI
As patient demand rises, effective triage has never been more important - or more difficult. Receptionists are asked to capture the right information, consistently, during the busiest hours of the day. Our conversational AI takes that pressure off the front desk: built to your protocols, integrated with your systems, and designed specifically for UK general practice.
of calls can be handled by AI
every call answered instantly
languages, detected in real time
of forms in the patient’s own words
The patient journey, end to end
One call, two views: what the patient experiences on the left, and what AI and your systems are doing behind the scenes on the right.
The phone rings once
The call is answered on the first ring - no queue, no hold music, no ringing back at 8:01 to find the line engaged. AI greets the patient warmly, in your practice's name.
“Hello! This is your local doctors' surgery. How can we help you today?”Every call answered in parallel
AI runs on your existing practice number and works alongside your cloud telephony. Calls are answered simultaneously, so Monday-morning demand never builds a queue.
The patient explains, in their own words
No menus, no jargon, no “press 3”. The patient speaks naturally and is understood. If they are more comfortable in Polish, Urdu or Romanian, AI switches language mid-call.
“I've had a sore throat for three days and it's getting worse.”Speech understood in real time
The reason for the call is captured from free speech, and real-time language detection covers 85+ languages - widening access without interpreter bookings.
Your triage questions, asked properly
AI asks the same questions your care navigators would - duration, severity, history, preferred contact - one at a time, at the patient's pace, with no question missed and none repeated.
“Can I ask you a few quick questions so the right clinician can review your case today?”Your protocol, your tone of voice
The conversation follows your triage protocol and scripts, configured with your team during onboarding. Complete, consistent data capture on every call, at any hour of the day.
Safety checks, throughout
Red-flag symptoms are checked conversationally as the call goes on. Anything urgent is signposted immediately to 999 or 111, and the patient is never left unsure what happens next.
Zero clinical decision-making
AI never makes a clinical judgement. Anything outside protocol, or any sign of risk, escalates straight away - to your team or a trained receptionist - while the safety-netting stays on record.
The form fills itself
Nothing more for the patient to do - no app to download, no online form to type, no login to remember. Before the call ends, they are told exactly what happens next.
Submitted straight into your workflow
Our Computer Use Agent completes and submits your triage form - in the patient's own words, word for word - directly into the system you already run.
Your team decides, as normal
The patient gets the callback, appointment or advice through your usual process - they simply never had to fight the 8am rush to reach it.
Cases land ready to prioritise
The case arrives in your triage inbox exactly as if the patient had submitted it themselves, ready for clinicians to prioritise - with the full call transcript available whenever you want it.
At any point: a human safety net
If the patient asks for a person, or the call needs nuance, empathy or discretion, it transfers seamlessly - to your team or a trained, UK-based NHS receptionist - with the full context passed across. The patient never repeats themselves.
Listen in: a triage call, start to finish
The conversation on the left produces the case on the right - with no typing, no online form and nobody on hold.
✓ Red-flag checks completed
Example call - details are illustrative. Every practice's questions, tone and workflow are configured to its own protocol.
Why total triage practices choose InTouchNow
Built for total triage
Symptoms, history, urgency and preferred contact method - captured completely and submitted as a structured form straight into your workflow, every time.
Risk-aware escalation
Anything outside protocol, or any concern that needs a clinician, is escalated immediately - to your team or a trained receptionist. No clinical decision-making, ever.
A human safety net
When a call needs nuance, empathy or discretion, it hands over seamlessly to a trained, UK-based NHS receptionist - without the patient repeating themselves.
Every language, every patient
Real-time language detection lets AI hold the full triage conversation in 85+ languages - improving access and lightening the load on interpreter services.
No hold times, no repeat questions
Patients speak to AI on the first ring and explain their concern once. Intuitive, friendly and clear - a better experience with no added delay.
Staff freed up, not replaced
With triage conversations handled automatically, your reception team focuses on patient-facing tasks, complex queries and supporting clinical staff.
Every call, not just triage
Triage is the heart of the service, but the phone brings everything. AI handles the rest of the call load too, so nothing clogs the queue.
Appointment admin
Checking, changing and cancelling existing appointments is handled in the same conversation - keeping routine admin away from your reception team.
General enquiries
Opening hours, how to order a repeat prescription, where to send a document - answered instantly, or captured as a structured message for the right person.
Out of hours, weekends and bank holidays
Patients can start a triage request at 7am, 11pm or on a bank holiday. Cases are ready and waiting for your team when the practice opens.
Safe by design
Built for NHS general practice, where the bar for safety and governance is rightly high.
No clinical decisions
AI captures and structures information. Triage decisions stay with your clinicians, exactly as they do today.
NHS-safe signposting
999 and 111 signposting is built into every conversation, with safety-netting recorded on the transcript.
Information governance
UK GDPR compliant, with DPIA support for your practice and ISO 27001 certified information security.
Full audit trail
Every call is transcribed, with recordings and transcripts available to the practice whenever you need them.
Live in weeks, shaped around your practice
Onboarding is done with you, not to you - and a human stays in the loop from day one.
Discovery
We map your call flows, triage protocol, appointment rules and tone of voice with your practice team.
Build
AI is configured to your scripts and connected to your triage system - Accurx, Klinik, eConsult, Anima or Rapid Health.
Test together
Your team hears real scenarios side by side with us, and we refine wording, routing and escalation until it sounds like you.
Go live and optimise
Launch with human cover in place, then tune continuously with weekly reporting on volumes, outcomes and transfers.
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.”
GP practice customer
“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.”
GP practice customer
“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.”
GP practice customer
Questions practices ask us
Does AI make clinical decisions?
What happens in an emergency?
What if a patient wants to speak to a person?
Do patients know they're speaking to AI?
Which triage systems does it work with?
How long does it take to go live?
Not a total triage practice?
If your patients book directly, see how AI ends the 8am rush by booking appointments straight into EMIS and SystmOne. And if you run a blend of both - most practices do - we shape AI around your own routing rules.
Ready when you are
See what AI would do for your practice
Get a personalised quote in under a minute - priced from your practice’s own NHS telephony data - or book a 20-minute call and hear AI triage a live scenario end to end.
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