PrescQIPP

AI-Enabled Demand Management: Improving Access and Supporting Medicines Optimisation in Primary Care

WellBN

Project summary

We developed and implemented an AI-powered chatbot integrated into our GP practice website to improve patient access, manage demand, and support appropriate use of healthcare services.

The project was designed in response to increasing pressure on primary care, including high volumes of administrative queries, medication-related questions, and demand for GP appointments. Many of these queries do not require clinical input but consume significant staff time and reduce access for patients with more complex needs.

The chatbot provides 24/7 access to practice-approved information, using curated content from our website and internally developed resources. It supports patients with a wide range of queries, including appointments, administrative requests, and medication-related questions.

A key feature of the system is its ability to support appropriate care navigation and medicines optimisation. Patients are directed to self-care, Pharmacy First, or other appropriate services where relevant, reducing unnecessary GP consultations and supporting safe, informed decision-making.

The chatbot operates within a clinically governed framework. It uses only pre-approved content, does not provide autonomous diagnosis, and is overseen by clinicians to ensure safety, accuracy, and alignment with best practice.

Over the past 12 months, the chatbot has delivered 1,070 patient conversations and 4,588 messages, demonstrating sustained patient engagement. A significant proportion of queries relate to administrative and medication-related requests that would otherwise be handled by reception teams or GP appointments.

By managing this demand digitally, the chatbot has reduced pressure on front-line staff, improved access to care, and enabled more efficient use of clinical time. Patients benefit from immediate responses without needing to contact the practice directly, improving both access and experience.

This project demonstrates how AI can be safely implemented in primary care to deliver scalable improvements in access, demand management, and medicines optimisation, while maintaining strong clinical governance and patient safety.