Using our new AI support receptionist, Andi

We are now one month into our trial of Andi, our AI support receptionist. To help you get the best experience from this service, please keep the following in mind:

For patient safety, the practice has a daily safe limit for urgent appointments.

Once this limit is reached:

• Andi can only accept routine requests for the remainder of the day
• You will not be able to submit new urgent on‑the‑day requests
• Andi will offer appropriate alternative options

This ensures safe and manageable care.

What if I say it is “urgent” or an “emergency” when we are at capacity?

If the practice has reached its safe limit for urgent appointments and you tell Andi that your concern is urgent or an emergency:

• Andi will redirect you to emergency services, such as 999 or A&E
• This is a built‑in safety measure to ensure that potentially serious symptoms are not delayed

How do I get the best experience using Andi?

To help Andi understand your needs:

• Allow Andi to finish each question before responding
• Speak clearly and at a normal pace
• Provide accurate and relevant information

This ensures your request is submitted correctly.

Does Andi submit my triage form?

Yes. Andi completes and submits the triage form based on your responses. This allows our clinical team to review and prioritise your request appropriately.

We appreciate your cooperation as we continue to improve this service for all our patients

Published: Mar 10, 2026