Insights
Perspectives on AI in Primary Care
Regulatory analysis, governance guidance, and honest perspectives on deploying AI responsibly in general practice.
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The £930 Million Adherence Gap: Why Medication Adherence Outbound Calls Belong in a Specialist Operating Model
Medication non-adherence costs the NHS over £930 million a year, and the proven fix structured outbound follow-up keeps failing in already-stretched pharmacy and PCN teams. This post makes the case for a dedicated operating model that carries the volume while keeping the clinical conversation with the pharmacist.
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DNAs Are the Shadow Waiting List: Why Reducing Outpatient DNAs Is Structurally Equivalent to Finding Capacity
Outpatient DNAs run at close to the same scale as the elective waiting list itself, making them a backlog hiding inside the schedule. This post sets out why DNA reduction is a capacity strategy, the three contact points where slots are actually recovered, and the outbound operating model that makes them possible at scale.
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Waiting List Validation: The Outbound Programme Most NHS Trusts Are Still Running Manually
The 2026/27 NHS planning framework names waiting list validation as a delivery requirement, not a discretionary task and the contact volume it demands cannot be met by manual teams or text-only programmes alone. This post sets out why the constraint is structural, what the published evidence from Scotland's national validation programme actually shows, and where AI-voice outbound changes the economics.
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The £47,000 and the Half-Problem: How Far the Practice-Level Capacity Payment Actually Reaches
At the maximum claimable hourly rate of £90.61, including on-costs and London weighting, £47,000 funds just under 10 hours per week of GP time across the year. That is approximately 2.5 four-hour sessions, which is meaningful additional capacity but is not, on its own, the answer to the same-day urgent access mandate.
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The Five Access Metrics: What NHS England Is Measuring From 2026 and How to Baseline Your Practice
NHS England is collecting practice-level data against five access metrics from 2026/27, covering call waiting times and appointment availability for urgent and routine demand. This post names each metric in operational terms, sets realistic baselines for a typical list size, and outlines a four-week process for practices to establish their own position before reporting begins.
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How Jackie Works Alongside Your Reception Team: A Practical Guide to Deployment
A practical guide to Jackie deployment for practice managers covering call routing, team workload shifts, and what the first week, month, and quarter looks like in a live practice.
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QOF Recalls, Flu Campaigns, and the Outbound Problem: How AI Is Changing GP Patient Outreach
QOF recalls and flu campaigns compete directly with inbound call handling for the same fixed reception capacity. This post explains the structural problem and what AI outbound calling changes about it.
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Is AI Ready for NHS Clinical Safety Standards? What DCB0129, DTAC, and GDPR Mean for GP Practices
A working guide to the four compliance frameworks governing AI voice deployment in NHS GP practices DCB0129, DTAC, GDPR, and the DSP Toolkit. Covers what each standard requires, what compliant evidence looks like, and the questions an IG lead should put to any vendor before procurement sign-off.
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How Park Street Surgery Recovered 51 Hours of Staff Time in 8 Weeks
Park Street Surgery deployed Jackie in November 2025. Across an 8-week pilot, Jackie absorbed 81% of inbound calls and completed 91.1% of those end-to-end. This is what happened, in their own numbers.
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What the 2026/27 GP Contract Actually Means for Your Reception Team
The 2026/27 GP contract is live. Same-day urgent access is now contractual, call-backs are banned, and NHS England is measuring your waiting times. Here's what the requirements actually mean for your practice and where the funding falls short.
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The 8am GP Access Problem
At 8am every weekday, GP practices face a predictable mismatch between fixed reception capacity and concentrated patient demand. This post unpacks why it happens, how practices are coping, and what consistent intake at the front door can change.
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The Telegraph Investigated AI Receptionists. Here's What We're Doing Differently.
The Telegraph's investigation into AI receptionists in GP surgeries painted a troubling picture. Patients hung up on, unable to get past basic identity checks. Elderly callers asked to use the NATO phonetic alphabet. A prescription error that could have cost a life. Feedback described by Healthwatch England as "wholly negative." These are real problems. But they are not inevitable ones. At Auxilis AI, we built Jackie to prove that AI receptionists can work for patients, for practices, and for the NHS.
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NHSE Has Published Guidance on AI Receptionists. Here's How Jackie Measures Up.
NHSE recently issued a policy statement drawing GP practices' attention to a number of considerations before deploying virtual receptionist solutions. We respond to each point: telephony and the BPf, clinical safety, business continuity, and accessibility.
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