Introducing Jackie — our digital receptionist

Knowle House and Tamerton Surgery is introducing Jackie™, a digital receptionist that helps us answer patient calls more quickly. Jackie is provided by Auxilis AI, a UK-based company.

To learn more about how Jackie works, what to expect when you call, and how your information is handled, visit auxilis.ai/for-patients.

When you call Knowle House and Tamerton Surgery, Jackie may answer the phone. She will ask why you are calling, listen as you explain in your own words, and ask follow-up questions so the right information is collected for our team.

What Jackie can do for you

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At our surgery, Jackie can help with:

• Appointment requests, including information about your symptoms
• Routine care, such as smear tests or blood tests
• Repeat prescription renewal requests
• Fit note requests, including new fit notes and extensions
• Medical letters — for work, driving, housing, or other official purposes
• Referral status queries
• New patient registration information

 

Jackie will collect all the necessary information for the practice staff to fulfil your request, so please be patient and answer her questions to ensure that staff has the full required information to help you.

Why we are introducing Jackie

Like most GP practices, we receive a large number of calls, especially first thing in the morning, and we know it can be frustrating to wait on the phone. Jackie helps by answering calls straight away, so patients can tell us what they need without waiting in a long queue. By reducing repetitive call-handling work, Jackie gives our team more time to follow up patient requests, process information, coordinate care, and better support the day-to-day running of the practice.

How to use Jackie

Speak to Jackie in the same way you would speak to a receptionist. Explain what you need in your own words, and Jackie will ask follow-up questions if she needs more information.

Speaking to a digital receptionist may feel a little unusual at first, but full sentences help Jackie understand your request — just as they would help a human receptionist. For example, instead of saying “appointment”, you could say:

“I’d like to book an appointment because I’ve had a cough for two weeks.”

Instead of saying “prescription”, you could say:

“I’m calling because I need to renew my repeat prescription.”

The more clearly you explain what you need, the easier it is for Jackie to collect the right information for the practice.

A few important things to know

• You can always speak to a person. Tell Jackie at any point and she will connect you to the reception team.
• Jackie is not a clinician. She does not diagnose, give medical advice, or decide how urgent your problem is. Our staff review what Jackie collects before any action is taken.
• Your information stays with Knowle House and Tamerton Surgery. It is encrypted, stored in the UK, and only shared with the right team here. It is never used to train AI.
• In a medical emergency, call 999 or go to A&E. Your GP surgery line is not for emergency help. If you mention symptoms that may need urgent care, Jackie may pass you to reception, and advise you to seek it if you cannot wait.

Learn more about Jackie

Auxilis AI has published a dedicated page for patients with more detail on how Jackie works, what to expect when you call, how your information is handled and the NHS clinical safety standards Jackie is built to, accessibility support, and answers to frequently asked questions.

To learn more, visit auxilis.ai/for-patients.

If you have any questions or concerns about how Jackie is being used at Knowle House and Tamerton Surgery, please contact us directly.