PatientContact gives your practice an intelligent hybrid AI that handles patient enquiries round the clock — booking appointments, answering prescription questions, and routing urgent cases to your clinical team — without adding to your reception team's workload.
No payment required. Your practice could be live today.
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A patient wants to book a follow-up appointment at 8 PM on a Wednesday. A pharmacy customer needs to know whether their repeat prescription is ready. A new patient arriving at your area tries to register online before calling. A parent with a sick child wants to know if the GP has any urgent slots in the morning.
Without an intelligent patient contact system, every one of these interactions either goes unanswered, generates a voicemail that sits unheard until the next day, or drives the patient to a more digitally capable competitor. PatientContact changes that. Your practice responds within seconds — regardless of the hour.
Designed around the specific communication needs of healthcare — where empathy, appropriate escalation, and efficient administration all matter equally.
A patient opens the chat widget on your practice website — at any hour. The AI responds with a warm, professional greeting within two seconds.
The AI identifies whether the enquiry is an appointment request, prescription query, general service question, registration, or a clinical concern requiring immediate escalation.
For administrative queries, a structured intake captures patient name, contact number, NHS number (where appropriate), query details, and preferred callback time — conversationally.
Appointment requests go to the bookings queue. Prescription queries go to dispensary. Clinical concerns go to the clinician on duty or trigger the urgent escalation pathway.
Many queries are resolved immediately from your uploaded FAQ. Others arrive in the correct team's queue with a complete briefing note — ready to action at the start of the next session.
Whether you're a busy NHS surgery, an independent pharmacy, or a growing private clinic, PatientContact adapts to your patient communication workflow.
Handle appointment booking, registration enquiries, sick note requests, test result questions, and referral status — without tying up reception lines. Integrates with your standard appointment flow.
Prescription readiness queries, medicine interaction FAQs, opening hours, click-and-collect availability, and NHS service eligibility questions — answered instantly without counter staff interruption.
New patient registration, routine checkup booking, NHS vs private costs, dental emergency triage (with appropriate urgent referral), treatment plan queries, and hygienist appointment scheduling.
Self-referral intake, initial assessment booking, post-surgery recovery query handling, exercise programme FAQ, and session rescheduling — captured outside clinic hours without voicemail.
Handles initial enquiry intake with sensitivity — capturing presenting concern, urgency level, and contact preference. Configured with safe-messaging guidelines and crisis escalation pathways for samaritans or crisis lines.
Eye test booking, lens and frame queries, contact lens repeat orders, NHS voucher eligibility, and urgent referral triage for symptoms such as sudden vision change or eye pain.
Consultant appointment booking, self-pay pricing queries, insurance pre-authorisation information, follow-up appointment requests, and treatment waitlist management — all outside business hours.
Handles sensitive enquiries with appropriate tone — booking initial consultations, answering treatment pathway questions, and routing to the correct clinical specialist for IVF, antenatal, or gynaecological care.
PatientContact presents a professional, warm, and clinical digital reception experience. Patients receive an immediate response — not a voicemail, not a contact form submission with a 2-day wait.
The AI is trained only on your uploaded content — your services, your opening hours, your appointment types, your FAQs. It never invents information or speculates about clinical matters outside what your practice has approved.
A complete patient contact platform that works across every communication scenario your practice faces — from routine bookings to emergency escalation.
Upload your practice service guides, opening hours, appointment types, FAQ documents, and pricing information. The AI answers exclusively from what you've provided — never from the open internet, never with invented clinical information. Update your content at any time; changes take effect immediately.
Design bespoke patient journeys visually — no code required. Build conditional intake paths based on query type (booking vs. prescription vs. clinical concern), patient type (existing vs. new), urgency level, or department. Each service area can have its own intake sequence matched to its specific clinical workflow.
Create named queues for Appointment Booking, Prescription Requests, Specialist Referrals, Mental Health Support, and general enquiries. PatientContact identifies the nature of each patient query and routes it to the correct team queue — ensuring clinical staff only receive clinical contacts and administrative staff handle administrative tasks.
When your practice closes, PatientContact stays active. The AI continues handling incoming patient enquiries through your full intake journey, capturing all necessary details and presenting them as a briefing queue when your team returns. Emergency and urgent clinical queries always trigger the appropriate NHS signposting immediately — never suppressed.
When a patient query requires clinical assessment — a symptom description, a medication concern, a mental health situation — PatientContact escalates instantly to an available clinician or duty team member. The healthcare professional sees the complete conversation history before they engage — no need to ask the patient to repeat themselves.
Understand your patient contact patterns in detail — peak enquiry times, most common query types, unresolved escalation rates, and department queue volumes. Use this data to optimise staffing, identify knowledge gaps in your FAQ content, and measure the impact of new services on patient enquiry volume.
Define precisely who in your practice can access which patient conversation queues. GPs access clinical escalations; reception staff access appointment bookings; dispensary teams access prescription queries. Full audit trail maintained for all access events, supporting your ICO accountability documentation requirements.
Even without direct integration to your booking system, PatientContact captures structured appointment requests — including patient ID, preferred date and time, appointment type, and clinical reason — and delivers them formatted and ready for your reception team to confirm, dramatically reducing the back-and-forth of unstructured enquiries.
For mental health, crisis support, and sensitive services, PatientContact can be configured with safe-messaging guidelines aligned to NHS and Samaritans standards. The AI will never engage with risk assessment — but will always prominently surface crisis support resources and emergency services information when appropriate trigger terms are detected.
Healthcare providers handle some of the most sensitive personal data that exists. PatientContact was architected from the ground up with UK data protection law, NHS data standards, and clinical governance principles as first-class constraints — not afterthoughts.
All patient conversation data and personal information is stored exclusively on UK servers. No data is processed by offshore AI infrastructure or transferred to non-UK jurisdictions under any circumstances.
The AI is strictly constrained to administrative and service information from your uploaded content. Any query that approaches clinical territory is immediately escalated to your clinical team — the AI boundary is architecturally enforced.
Complete access logs for all conversation data, exports, and configuration changes — supporting your organisation's ICO accountability obligations and data governance documentation requirements.
Set conversation retention periods to match your practice's data retention policy. Patient contact data can be automatically deleted after a configurable period — keeping your data estate lean and compliant.
Patient conversation data is never used to train the underlying AI models. Your patients' health information remains entirely within your organisation's data environment.
Patients in 2026 expect digital-first communication from every service they use — banking, retail, local government. Healthcare has historically been slower to adapt, largely because of justified data sensitivity concerns. Those concerns are now addressed by UK-hosted platforms with proper data governance. What remains is the expectation gap: patients who want to book online at 9 PM, ask whether their prescription is ready via a chat message, or register with a new practice without making a phone call during working hours.
Research into GP patient satisfaction consistently identifies telephone access as the primary frustration — not clinical outcomes, not facility quality, but phone access. The 8 AM scramble for appointments, the engaged tone, the hold queue. Live chat does not replace the telephone for all interactions, but it dramatically reduces the volume of routine calls that currently overwhelm reception teams — freeing lines for the contacts that genuinely require a telephone conversation.
The fundamental concern healthcare providers have about AI chat systems is entirely legitimate: what if it gives wrong medical information? What if it reassures a patient who needs urgent care? PatientContact is designed with this concern as the central architectural constraint. The AI operates exclusively as an administrative contact tool — it does not have access to any clinical knowledge base, does not attempt symptom assessment, and does not comment on clinical matters unless your team has explicitly approved specific static information such as "our flu vaccination clinic runs in September and October".
The key to appropriate deployment is configuration discipline. Any query that references specific symptoms, medication effects, or clinical concerns triggers an immediate escalation pathway. The AI's role is to be an excellent, efficient, 24-hour administrative assistant — not a clinical decision support tool. This boundary, clearly communicated in the chat interface itself, also manages patient expectations appropriately: they understand they are receiving administrative support, not clinical advice.
Community pharmacies occupy a unique position in UK healthcare — they are frequently the first point of contact for minor ailment advice and are under increasing pressure to provide clinical services previously delivered in GP surgeries. They are also, typically, extremely busy environments where counter staff simultaneously dispense, advise, and manage the telephone. Live chat provides a queued, asynchronous alternative for enquiries that do not require immediate interaction, particularly prescription readiness queries and opening times questions that currently consume disproportionate staff time.
For pharmacies offering NHS services — vaccination clinics, Pharmacy First, medicine use reviews, blood pressure checks — live chat provides an efficient booking and pre-qualification channel. Patients can confirm eligibility, book a preferred time slot, and receive preparation information before arriving. This reduces failed appointments and improves the clinical efficiency of the session significantly.
Mental health services have specific obligations around patient contact that go beyond the standard GDPR and data security considerations. The way an initial enquiry is handled — the language used, the tone calibrated, the absence of clinical presumption — can materially affect whether a vulnerable person seeking help remains engaged or withdraws from contact. PatientContact can be configured with mental health-specific intake flows that incorporate safe-messaging principles, avoid triggering or leading questions, and prominently surface crisis resources at configurable trigger points.
The system will never attempt to screen for risk — that is a clinical function that belongs exclusively with qualified mental health professionals. Its role is to capture the initial enquiry sensitively, provide gentle reassurance that a team member will be in contact, and ensure that any indication of urgent risk immediately surfaces relevant emergency contact information (Samaritans, Crisis Teams, emergency services) before proceeding further. This is configurable, auditable, and consistent — qualities that telephone interactions with varying reception staff cannot always guarantee.
From a single-practitioner private clinic to a multi-site GP group — PatientContact scales without complexity or long-term lock-in.
1 team member account included
Up to 20 staff · +£14.99/mo per additional
Multi-site, high-volume, or NHS procurement
No — categorically. PatientContact operates exclusively as an administrative contact system. It answers questions from the service information and FAQs your practice uploads, and nothing else. All clinical queries are immediately routed to your clinical team via the escalation pathway. The system cannot perform symptom assessment, recommend treatment, or interpret test results under any configuration.
Yes. All data is stored in UK data centres exclusively. No patient data is processed offshore or shared with any third party for training or commercial purposes. A data processing agreement is available for practices that require it as part of their governance documentation. You retain full control over data retention periods and access permissions.
Yes. You create named departments — Appointments, Prescriptions, Clinical Triage, Mental Health, and so on — with role-based access so each team only sees relevant contacts. The AI routes based on query type detected from the patient's initial message. Clinical escalations are immediately separated from administrative queues and flagged to the duty clinician.
The AI continues handling all enquiries through your full intake workflow, capturing details and routing to the correct queue for your team's return. Urgent or clinical queries trigger the emergency escalation display — prominently showing NHS 111, 999, or relevant crisis contacts — and patient details are captured for follow-up. No enquiry disappears unanswered.
You upload your practice's own documents — service descriptions, opening times, appointment types, FAQs, referral pathways, and fee information. The AI uses Retrieval-Augmented Generation (RAG) to answer only from this content. It cannot invent information or draw on general medical knowledge outside what your practice has approved. Updates take effect immediately after upload.
Most single-site practices are live within 15 to 30 minutes. You create an account, paste a single JavaScript line into your website's footer, and upload your first FAQ or service document. The practice manager can set up department queues and intake workflows progressively from the dashboard — no developer or technical support required. Multi-site implementations are supported by our team.
Join healthcare providers across the UK who have stopped losing patient contacts to voicemail, missed calls, and after-hours silence.