1. Streamlining Patient Access with Digital Tools

Challenge:
Patients struggled to get through during the 8 am rush, leading to frustration and missed appointments.

Solution:
The practice introduced GPChatbot on their website, allowing patients to request appointments, repeat prescriptions, and admin support without calling.

Outcome:
Call volume dropped by 42%, freeing receptionists to handle complex queries while ensuring patients could reach the practice 24/7.

2. Reducing Admin Burden with Automated Triage

Challenge:
Clinical staff spent significant time sorting patient requests, slowing response times.

Solution:
By using Ask Aileen AI, the practice automated initial triage and categorisation of patient needs.

Outcome:
Routine admin time reduced by 30%, with GPs spending more time on clinical work instead of paperwork.

3. Improving Communication Between Teams

Challenge:
Information was often delayed between reception, nursing, and GP teams, causing confusion and duplicate work.

Solution:
PCMS supported the practice in implementing structured workflows and digital handover notes.

Outcome:
Internal communication improved dramatically, ensuring every request was tracked, assigned, and completed efficiently.

4. Enhancing Patient Engagement and Education

Challenge:
Patients often booked unnecessary appointments for minor or self-limiting conditions.

Solution:
Through GPChatbot’s self-help guidance, patients were signposted to trusted NHS resources and pharmacy care when appropriate.

Outcome:
Over 25% of appointment requests were safely redirected, helping patients get quicker care and easing GP pressure.

5. Strengthening Data Security and Compliance

Challenge:
The practice wanted to ensure all patient data handling met GDPR and NHS digital standards.

Solution:
PCMS provided secure integration and compliance audits, ensuring data protection protocols were up to date.

Outcome:
The practice achieved full compliance confidence while maintaining smooth digital operations.

By embracing digital solutions, improving communication, and strengthening compliance, GP surgeries can deliver faster, safer, and more efficient care — all while reducing the daily strain on staff.

At PCMS, we continue to help practices implement these changes with the tools and training they need to thrive.