Our New Voice AI Assistant

Introducing Our New Voice AI Assistant

At Heathway Medical Centre, we are continually enhancing our services to improve your experience. As part of this commitment, we are piloting a new Voice AI Assistant to support how we manage patient phone calls.

This innovative system is designed to:

Answer every call instantly — no more waiting on hold.
Follow our trusted processes — the AI works just like our receptionists to maintain consistency and care.
Improve efficiency — quicker call handling means greater access to our services for all patients.
Support multi-language access — the AI can assist in multiple languages, helping patients who may not speak English or require an interpreter.

Our Voice AI Assistant works alongside our reception team to ensure you continue to receive the high-quality care you deserve.

Revolutionising Patient Access with Technology

Our pilot aims to:

Improve how we handle phone enquiries.
Increase access to care through faster and more efficient call handling.
Provide patients with the choice to use a new technology while maintaining the option to speak to a human at any time.

What the AI Receptionist Can and Cannot Do

Can:

Help with general practice information.
Answer common questions.
To assist you to Submit our Triage KLINIK form quickly.
Assist in multiple languages.

Cannot:

Provide medical advice.
Replace clinical consultations.
Access or discuss detailed aspects of your care.

Your Choice Matters

You can always choose to speak to a member of our team. If you would prefer to speak to a human receptionist, simply request this at any point during the call and you will be transferred to our reception call queue.

Use of Voice AI Technology

At Heathway Medical Centre, we take your privacy seriously. Our Voice AI Assistant has been introduced to enhance the way we manage calls, with full respect for your personal information.

Your data is secure — all interactions comply with GDPR and relevant regulations.
Privacy is a priority — your personal information is never shared or used outside of managing your healthcare.
Transparency — we will clearly communicate the purpose of this pilot and how it operates.

For more details, please see our Privacy Notice