Patchs Telephone Assistant

Dr Ben Brown
Dr Ben Brown
  • Updated

To book a demo or find out more about Patchs Telephone Assistant email


The Patchs Telephone Assistant is a revolutionary way for patients to access primary care whilst minimising workload and maintaining control of demand for GP practices. Patients speak to the Telephone Assistant who takes the details of their request. The message is automatically transcribed and is sent to the Patchs inbox for you to review like a standard Patchs online consultation.



  • Reduce pressure on reception
  • Save money
  • Standardise triage and workflows for telephone and online requests


  • Improve access for patients who cannot use online services
  • Eliminate call waiting times
  • Free up your telephone line


  • Implement Total Digital Triage
  • Set limits on how many calls you receive throughout the day
  • If you have Urgency AI and Signpost AI modules switched on, they will automatically triage patient messages using our UKCA Marked Class I medical device Patchs AI

Case studies

See the benefits other GP practices have experienced using Telephone Assistant:

☎️ Lingwell Croft Surgery - Telephone Assistant Case Study

☎️ Health Care First - Telephone Assistant Case Study

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Patient Journey

Summary Patient Journey.png

GP practice workflow - key differences

Once a request is received it can be processed like a standard Patchs online consultation with a few key differences:

1. Unmatched patients: Telephone Assistant will always try to match patients to your practice list using their name and date of birth. If the patient cannot be found automatically, you can use the audio playback function to listen to the caller’s details. Once you identify the patient in your clinical system, click the 'unmatched' name (highlighted below) to open up a new page where you can enter the patient's NHS number and match the patient.

2. Telephone Assistant warnings: State the message has come from Telephone Assistant in the message details section and at the top of the chat history.

3. Audio playback: The audio recording of the call will be automatically transcribed and displayed like a normal online consultation. A playback option is available allowing you to hear that segment of the call and check the accuracy of the transcription.

4. Edit transcription: You can edit the transcription directly if it has errors so your medical records can be as accurate as possible.

Further reading

Frequently Asked Questions (FAQs)

Please see here for the Telephone Assistant FAQs.

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