Primary care teams across Scotland are under pressure to improve access while managing rising demand. For practices serving communities facing poverty, language barriers and low digital confidence, the challenge is even greater.
Keppoch Medical Practice, sitting on the NHS Greater Glasgow and Clyde Health Board, cares for around 4,500 patients in Glasgow.
The team recognised that many patients were struggling to navigate the volume of information on the practice website. For some, finding the right service was difficult. As a result, appointment requests risked becoming the default option, even when prescriptions or general enquiries may have been more appropriate.
The practice wanted to make access simpler and more supportive, without adding to phone demand or excluding those with limited experience of digital tools.
A practical step towards smarter navigation
To address this, Keppoch Medical Practice introduced Surgery Assist, a 24/7 patient-facing chatbot, on their website. Surgery Assist empowers patients to self-serve, handling routine administrative queries and signposting patients directly to free NHS resources and community services to reduce unnecessary GP contact.
The focus was on redesigning how patients access care and where appropriate, self-serve. Working closely with X-on Health, the practice reviewed workflows, language and signposting to ensure the tool reflected real patient behaviour and local needs.
This collaborative approach was key. The aim was not only to reduce pressure on reception, but to guide patients towards the right outcome at the first point of contact.
Early data shows clear out-of-hours demand and less calls
Within two months of going live, early engagement data has been encouraging.
- 1.3 administrative days saved already
- 21% of total usage takes place out of hours, with peak activity occurring between 6pm and 7pm
- Usage remains consistent across the week, including weekends
Out-of-hours activity is largely administrative. This suggests patients understand that appointments are not available and are using the chatbot appropriately for other requests.
Prescriptions and general enquiries are now the second and third most common reasons for contact. This insight creates further opportunity to reduce appointment-led demand through continued refinement of messaging and pathways.
For a practice serving a population with recognised digital barriers, the data also challenges assumptions. When guidance is clear and structured around patient need, digital tools can support equitable access rather than hinder it.
Building towards AI-enabled free text
The work does not stop here. Keppoch Medical Practice continues to refine terminology and patient education in partnership with X-on Health. One development could be to introduce a phone announcement via Surgery Connect’s X-flow that guides callers to the chatbot where appropriate.
The practice is also preparing to launch the AI-enabled free text element of Surgery Assist. This will allow patients to describe their issue in their own words and language. Responses will be shaped by locally trained FAQs, ensuring answers remain relevant to the practice and its community.
This combination of structured navigation and controlled AI offers a safe, practical route towards modernising access without losing local oversight.
A sustainable access model
For Keppoch Medical Practice, Surgery Assist represents a measured step towards a more sustainable access model. Early results show patients are engaging confidently outside core hours, and administrative efficiencies are already emerging.
At a time when primary care must balance demand, equity and workforce pressures, this approach demonstrates how targeted digital innovation can support both patients and staff.
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