Services

InTouchNow.ai -Our New Digital Reception Support

Introducing InTouchNow – Our New Digital Reception Support

We are introducing InTouchNow, a new digital receptionist service designed to support how we manage patient calls and enquiries. The system helps gather key information at the start of your enquiry and directs it appropriately within the practice. It supports our team by ensuring requests are handled efficiently, safely, and in the right order of priority. While this technology uses advanced automation to assist with call handling, all patient requests are reviewed and managed by our practice team.

Your Information Is Safe

We understand that patients may have questions about privacy and security. We would like to reassure you that:

InTouchNow has passed all required Information Governance checks, including the Birmingham and Solihull ICB assurance
The solution meets NHS data security standards and is safe to use.
All data is stored and handled in the UK and in line with NHS data protection requirement.

Supporting — Not Replacing — Our Reception Team

We understand patients may be concerned about how the digital receptionist solution may affect our practice team, we would like to reassure all patients, that there is no risk to the jobs of our reception team.

InTouchNow is not a replacement for our staff, it is a support tool that helps manage high call volumes and routine information gathering. This frees up our reception team to focus on more complex tasks, sensitive conversations, and supporting patients who need additional help.

Our reception team remains central to the running of the practice.

Why We Are Introducing This

We know that accessing the practice by telephone can sometimes be frustrating during busy periods. This new system is designed to:

Reduce call waiting times
Improve efficiency
Help us prioritise requests safely
Improve the overall patient experience

We appreciate that this is something new, and change can take time to adjust to. However, we believe this is an exciting opportunity to improve how patients access our services. At present, the solution is based on an opt-in model, so patients can choose to use the solution by selecting the number '1' on their telephone.

Patient Participation Group Involvement

Our Patient Participation Group (PPG) has been consulted about this change and has met with the founder of InTouchNow.

Minutes from this discussion are available in the practice foyer and on the PPG noticeboard

We Provide our services as part of MOBY PCN

Moseley, Billesley & Yardley Wood (MOBY)

We are a member practice of the Birmingham and Solihull Integrated Care Board. More information about the Integrated Care Board can be found at https://birminghamsolihull.icb.nhs.uk/

We are a member practice of Moseley, Billesley and Yardley Wood Primary Care Network (MOBY PCN). Our PCN helps us to deliver better services to our patients through joint working at scale.

Includes six practices: