Across the UK, doctors’ surgeries are increasingly adopting artificial intelligence to tackle one of primary care’s most persistent challenges: overwhelmed phone lines and long waits for patients seeking help.
One of the latest tools entering GP practices is InTouchNow.ai, a software platform designed to modernise how surgeries handle incoming calls. In many practices, phone lines become congested early each morning as patients call for appointments, prescriptions, or test results. Routine enquiries can unintentionally delay people with more urgent needs, adding pressure to both staff and patients.
InTouchNow.ai uses voice-based AI to answer calls, assess patient requests, and book appointments. The system can manage multiple calls at once, directing callers to the right pathway whether they are seeking general advice, prescription renewals, appointment bookings, or clinical results. Practices can also personalise the service with recorded voice messages, helping maintain a familiar tone for patients.
The platform was founded by Daniel Park, who brings more than three decades of experience in medical call centres. According to the company, the AI receptionist answers calls immediately and updates connected appointment systems automatically. Because it is fully software-based, it can operate outside normal working hours, reducing the need for staff overtime during peak periods.
GP surgeries using the system report fewer missed calls, lighter workloads for reception teams, and improved patient access. InTouchNow.ai integrates with widely used GP systems such as Surgery Connect, AWS, and Anima, while allowing practices to retain control over their data. The technology supports more than 200 languages, including different accents and dialects, which can be particularly helpful in diverse urban communities.
InTouchNow.ai is part of a broader push within the NHS to deploy AI tools as a way to manage costs and redirect resources toward patient care. With funding pressures ongoing, digital systems are often introduced to reduce administrative burdens. One example is Smart Triage, an AI-powered platform already in use at several GP practices. It guides patients through initial questions and directs them to the appropriate care pathway, such as a GP appointment, a nurse consultation, or a specialist referral. An evaluation at a Surrey practice in 2024 found Smart Triage reduced average waiting times by 73%.
Abigail Gardner
AI is also being used to support clinicians directly. UK-based platform iatroX provides GPs with quick access to evidence-based clinical guidance, summarising relevant research and medical guidelines. Given the wide range of conditions GPs are expected to assess, such tools can help identify less common causes of symptoms. A 2025 evaluation found that around 86% of surveyed users considered iatroX useful, while 79% rated it as reliable.
Kolawole Tytler
According to NHS England, AI systems are now assisting with tasks ranging from diagnosis and chronic disease monitoring to prescription advice and administrative work. However, healthcare remains one of the most tightly regulated sectors for data protection. This means AI adoption must strike a careful balance between improving efficiency and safeguarding patient privacy.
As more GP surgeries experiment with these tools, early results suggest that AI could play a practical role in easing pressure on frontline services. While not a replacement for clinical judgment or human interaction, technology is increasingly being positioned as a way to help patients reach the right care more quickly.
