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Explore the latest insights, announcements & innovations in primary care communication.
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24 days ago
Human + AI: Why the Future of GP Access Is About Partnership, Not Replacement
Primary care is under increasing pressure. Demand continues to rise. Patients expect faster access. Reception teams are stretched. GP practices are balancing workforce challenges, continuity pressures, and growing operational complexity. Against that backdrop, AI has rapidly entered the conversation around patient access. But the debate is often framed in...
29 days ago
The 1,000-Call Threshold: Why the Maths on In-House Reception Stops Working
The 1,000-Call Threshold: Why the Maths on In-House Reception Stops Working Most GP practices treat their reception team the way they've always treated it, as a fixed cost, a part of the furniture, a problem solved a decade ago. Receptionists answer phones. Calls get triaged. Patients get seen. Job done.Except...
48 days ago
Telephone Triage in Primary Care: Improving Patient Access at First Contact
Introduction Telephone triage has become a central part of how GP practices manage patient access. As demand continues to rise across primary care, the ability to assess patient needs at first contact — quickly, consistently, and safely — is critical. When done well, telephone triage can reduce avoidable appointments, improve...
66 days ago
The Hidden Cost of Reception Attrition in General Practice
Every practice manager knows the feeling. A member of the reception team hands in their notice, or goes off sick for an extended period, and immediately the pressure redistributes. Someone covers the phones who is not quite up to speed. The queue lengthens. Patients wait longer. Other staff absorb additional...
76 days ago
Medical Practice Call Handling and Care Navigation Services: Improving Access at First Contact
Medical Practice Call Handling and Care Navigation Services: Improving Access at First Contact Patient access challenges in UK primary care are rarely caused by demand alone. More often, they are linked to how calls are handled and how patients are guided at first contact. Effective medical practice call handling combined...
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