Headline: Introducing AiMEE—A Faster Way to Access Our Services by Phone

We are excited to announce that The Hill surgery is upgrading our phone system with AiMEE, a friendly, intelligent voice assistant built specifically for NHS GP practices by Think Healthcare.

What is AiMEE?
AiMEE (AI Medical Enquiry Expert) is a conversational voice layer added to our phone system. Instead of pressing buttons on your keypad or waiting in long morning phone queues, you can now simply speak to AiMEE naturally to get what you need.

How it benefits you:

• No more long queues: AiMEE answers calls instantly, meaning you don’t have to wait on hold just to ask a quick question or request administrative help.
• Order repeat prescriptions securely: AiMEE connects directly with the NHS Electronic Prescription Service (EPS). You can securely order your regular medications over the phone, and they will be sent straight to your clinical record for approval.
• Speak naturally: There is no rigid menu. You can explain your query in your own words, and AiMEE will guide you to the right outcome or route you directly to the correct team member.
• Will I still be able to talk to a human receptionist?

• Yes, absolutely. AiMEE is not replacing our wonderful reception team. Instead, she takes care of routine enquiries and prescription requests so that our staff have more time to support patients with complex needs or those visiting the front desk. If you have a complex medical query or simply prefer to speak to a person, you can ask AiMEE to transfer you receptionist.

AiMEE update: thank you and what we’re improving

Thank you to everyone at Hill Surgery for your patience as we’ve introduced AiMEE, our AI Medical Enquiry Expert. The feedback so far has been really positive, with 65% of calls now resolved by AiMEE directly and waiting times down by 50%.

We’re also listening closely to feedback from patients, and wanted to share what we’ve heard and what we’re doing about it.

Calls being cut off when a PIN isn’t known

Some patients have told us they’ve been cut off when they didn’t have their PIN to hand. This was originally built in to stop callers getting stuck in a loop. We agree it wasn’t the right experience, so we’re changing it: if a PIN attempt fails a few times, you’ll now be transferred straight to the team instead of being cut off. If you’re having ongoing PIN problems, just let the team know and they can help you reset it.

AiMEE struggling to understand callers

In a small number of calls, AiMEE hasn’t understood what the caller was saying. When we’ve reviewed these calls, the cause has usually been the same: the caller was on speakerphone, and AiMEE was picking up background conversations as well. Please avoid using speakerphone when speaking with AiMEE, this will help her understand you clearly.

Something not gone right? Tell us.

If you have any problem with AiMEE at any point, please let us know. We can see full details of every call and trace exactly what happened, so we can look into it properly and fix it.

Thank you again for your patience. AiMEE is making a real difference to how quickly we can help patients, and your feedback is helping us make it better.