Every call answered instantly.
Nearly half handled before they reach your team.
The automated telephone assistant built by NHS GPs, in NHS practices live across the UK.
No queue. No engaged tone. No 8am rush
✓ Built by NHS GPs
✓ DCB0129 clinical safety case
✓ UK GDPR · DPIA in place
✓ Named Clinical Safety Officer
Hear it for yourself
Three calls. Three jobs done
Inbound · 1:43
A patient rings the practice
What every caller hears: answered instantly, the AI disclosed up front, the request completed on the call, plus live results from our 35,000-patient Mayflower practice.
Outbound · 1:12
A hypertension review, called by SMARTvoice
SMARTvoice rings the patient, works through GP-approved review questions (home BP readings, medication, side effects) and returns a structured summary for the clinician to action.
Languages · 1:10
A patient rings in Polish
SMARTvoice switches to the caller’s language, completes the request on the call, and sends your team the summary and transcript in English. No interpreter, no callback.
Our practices, before SMARTvoice
1 in 3
calls abandoned before being answered
5.1 min
average telephone queue
32% vs 53%
found it easy to get through by phone, against the national average
Why we built it
The 8am problem, solved at the root
A human answers one call at a time. At 8am that means a queue, abandoned calls, and a reception team pinned to the phones. We didn’t buy a system. We built one inside our own practices, from what patients and receptionists told us they wanted: get through fast, and free reception for the people who need a human conversation.
Read the Mayflower case study How we fixed access with people first, then made it permanent with SMARTvoice.
Results from live practices
44%
of calls fully handled end to end, no receptionist needed
<1 sec
to answer every call, all day, including 8am Monday
~870
calls answered a day where 560 used to get through
98
languages, inbound and outbound
82,000+
patients covered since June 2026
100%
of requests that need a human are put through to one
Every number on this page is from live practices. Ask and we’ll show you the data.
We’re not a tech company selling to the NHS
Built by NHS GPs inside Fuller & Forbes Healthcare Group (17 practices, ~128,000 patients) and answering our own front doors every day. Same contracts, same patients, same inspections as you. If it didn’t work, we’d feel it first.
How it works
Answers. Completes. Delivers to your team.
Answers instantly
Unlimited concurrent calls, answered in under a second. Every call opens by disclosing the automated assistant and the recording; anyone who wants a person is put straight through.
Completes the request
Admin queries, prescriptions and sick notes are completed on the call. Medication orders and queries arrive as a structured online consultation link by text, so the request reaches your clinical team ready to action, not as a message to ring back.
Delivers to your team
Everything else lands in a structured email queue with patient details, preferred contact and a full transcript. Your team works the queue: no held calls, nothing lost.
Latest release: outbound calls
It doesn’t just answer. It calls.
SMARTvoice makes outbound calls with clinically approved, pre-set questions, so the patients who never answer letters or texts get a phone call, in their own first language.
QOF & chronic disease recall
Asthma reviews using ACT scores, COPD reviews using MRC scores, completed on the call, results to the clinician.
Follows up the non-responders
Around half of review online consultations get completed. SMARTvoice rings the other half, so recall doesn’t stop online.
Medication reviews
Structured medication review calls, with results returned to the clinician.
First-language recall
Hard-to-reach patients are called in their own language (98 to choose from) for reviews, immunisations and health checks.
What our team said
Reception time redeployed to patients
Reception was our highest-turnover role, and our teams told us why: pinned to the phones. That time now goes to bloods, QOF recall and immunisation outreach.
Our receptionists now spend their time bringing complex patients in for review and chasing childhood immunisations, rather than being swamped on the phones.
Lucy McNaught
Practice Manager, Briercliffe Medical Centre
What our patients said
And what we changed
A weekly open feedback link runs for patients and staff. Real quotes, and what shipped in the next release:
“It’s hard to reach a real person.”
We shipped: a guaranteed human exit: one clarifying question at most, then straight through. It can never hang up on a caller.
“It went round in circles and asked me to repeat.”
We shipped: a hard limit of two attempts on anything, then a person. Reprompting loops removed.
“No option for pharmacy, missed calls, or cancelling.”
We shipped: new direct routes straight to the team for all three.
“Don’t tell me you’re saving my time.”
We shipped: a rewritten greeting: shorter, humbler, and it discloses the AI up front.
We even asked patients whether the assistant should have a name. They said no, so it doesn’t.
Safety by design · choosing a supplier
Six questions to ask anyone selling you an AI phone system
We’d answer yes to all six. Ask everyone the same.
Do they publish their pricing?
Ours is on this page.
Do they use it themselves?
Every day, on our own front doors, across 17 NHS practices.
Who signs off each release?
A named GP Clinical Safety Officer, before anything reaches a patient.
Is there a full audit trail?
Calls recorded, the script version logged against every call, and a weekly review of what was captured.
Will they show you the clinical safety case?
Ours is a DCB0129 safety case with a live hazard log. Ask and we’ll send it, with the DPIA. Few suppliers will.
Is every route clinician-authored and deterministic?
Every SMARTvoice word and route is GP-written. The same request produces the same outcome, every time: no improvising, no diagnosing, no medical advice.
Where this goes next
SMARTvoice + SMARTnavigation
Today care navigators deliver SMARTnavigation’s 350+ GP-written, NICE CKS-validated triage scripts on screen.
Next SMARTvoice delivers the same scripts on the call itself.
What won’t change the scripts stay GP-written, the voice reads them rather than improvising, and a human still books everything.
Pricing
Simple, per patient, everything included
£1.50
/ patient / year
Every call answered instantly; admin, prescription and sick-note requests completed on the call; structured email queue for your team.
+
£2.50
/ patient / year
Everything in SMARTvoice, plus SMARTnavigation’s GP-written triage for your care navigation team, plus first access to voice-delivered triage as it rolls out.
Everything is included: SMS messages, emails, set-up and support.
Why per patient, not per call?
Because your cost is locked in at budget-setting. A typical practice takes 300 to 400 calls a day, roughly 90,000 a year, so per-call pricing runs to tens of thousands, and the bill rises exactly when demand spikes. Ours doesn’t move: a 10,000-patient practice pays £15,000 a year, all in, the same in flu season as in June. One known line in the budget, not a variable bill you discover after the month.
Questions, answered
What practices ask us
Does it replace our reception team?
No. It changes what they do. Calls that don’t need a human stop taking their time; the rest arrive as an organised queue. Our teams redeployed that time to bloods, recall and outreach.
What about elderly patients, or anyone who just wants a person?
Anyone who asks for a person is put through, 100% of the time. Nothing is taken away: patients can still walk in, use online routes, or speak to a receptionist.
Does it give medical advice?
Never. SMARTvoice doesn’t diagnose and doesn’t advise. Clinical reasoning sits in GP-written, deterministic scripts.
Do we need to change our phone system, and how long does it take?
No change needed. SMARTvoice sits in front of your existing telephony, and practices are live within a week. Set-up is included, and we work with your current provider.
Does it write to our clinical system?
No, by design. Requests arrive structured for your team to action; nothing touches the patient record without a human.
How much does it cost?
£1.50 per patient per year for SMARTvoice, or £2.50 with SMARTnavigation. Everything is included: SMS messages, emails, set-up and support. A 10,000-patient practice pays £15,000 a year, all in.
Can it speak other languages?
Yes. SMARTvoice speaks 98 languages, inbound and outbound. It switches to the caller’s language, completes the request on the call, and sends your team the summary and transcript in English.
Manage the way in and clinical capacity looks after itself
