The eight o'clock rush, absorbed
Every caller answered immediately, triaged against your protocol, and either booked, deflected, or routed to the duty clinician. The queue that forms every morning stops forming.
Specialty · Primary Care
The whole front door, not just the phone.
Triage, booking, refills, results, chronic disease reviews and recalls — the complete administrative and first-contact workload of a general practice, running on one layer.
- 71%
- Of contacts resolved without a person
- 0
- Calls abandoned in the 08:00 rush
- 24 hrs
- To a live deployment
In the product
Practice front door — 08:00 to 10:00
Live08:00 · lines open · 4 concurrent agents · protocol: Riverside Medical v6
08:14 · call 27 · urgent: chest pain → duty clinician paged, 38s
Primum
08:31 · 19 appointments booked · 2 slots re-released to waiting list
08:52 · refill batch 1 reconciled · 22 of 24 ready for signature
09:17 · lab interface · K+ 6.4 · critical ladder armed, duty acknowledged 09:19
Primum
09:40 · recall wave running · 41 contacted, 17 booked, 3 declined with reason
10:00 · queue depth 0 · 0 abandoned calls · 13 items on clinician lists
Session summary
- Calls handled
- 142 · 0 abandoned
- Booked
- 98 appointments
- Refills
- 54 of 61 reconciled
- Results
- 38 · 2 critical
- Escalations
- 13 to duty clinician
- Queue depth
- 0 at 10:00
All activity written to the clinical system · no migration · sovereign tenancy
Overview
General practice does not have one workflow problem. It has forty.
- One layer across triage, booking, refills, results, recalls and correspondence.
- Nothing to migrate: it drives the clinical system you already run.
- Live in twenty-four hours, starting with whichever queue hurts most.
Every specialty on this site is a slice of what a general practice does before lunch. The eight o'clock rush, the repeat prescriptions, the results that need actioning, the diabetic reviews nobody has time to call, the insurance forms, the letters, the recalls, the sick notes — it all lands on the same handful of people.
Primary care is where the platform runs everything at once. The same layer that triages the morning calls books the appointments, reconciles the refills, actions the results, runs the recall waves and drafts the letters — with your protocols, your rota and your thresholds, and everything written back to the system you already use.
Capabilities
The whole workload, on one layer
Each of these exists as its own solution. In general practice they run together, on the same record and the same protocols.
Repeats and results
Refill requests reconciled against monitoring and interactions before the prescriber sees them, and results read, prioritised and actioned with the patient told the outcome.
Chronic disease reviews
Diabetes, hypertension, asthma, COPD and CKD reviews run to your templates: readings collected, bloods booked, inhaler technique checked, and the annual review prepared before the appointment.
Recalls and the QOF register
Screening, immunisation and review cohorts built from the live record and worked as conversations that book, so the registers close rather than just get contacted.
How it works
A practice morning, end to end
Four streams running at once on the same record.
- Arrives
- Decided
- Done
- Returned
01
Contacts arrive
Calls, portal messages, SMS replies and forms all entering one intake with the patient matched and the record open.
Omnichannel
02
Sorted by protocol
Clinical contacts triaged and banded, administrative contacts split off, and refills and results routed into their own reconciliation paths.
Practice protocol
03
Worked to completion
Booked, reconciled, drafted or answered — with every output verified character by character against the record before it is spoken or written.
AHR verified
04
Written back
Diary, chart, prescription and task queues updated in the system you already run, with anything above threshold on a named clinician's list.
Shadow user / FHIR
01
Contacts arrive
Calls, portal messages, SMS replies and forms all entering one intake with the patient matched and the record open.
Omnichannel
02
Sorted by protocol
Clinical contacts triaged and banded, administrative contacts split off, and refills and results routed into their own reconciliation paths.
Practice protocol
03
Worked to completion
Booked, reconciled, drafted or answered — with every output verified character by character against the record before it is spoken or written.
AHR verified
04
Written back
Diary, chart, prescription and task queues updated in the system you already run, with anything above threshold on a named clinician's list.
Shadow user / FHIR
Benefits
The practice gets its capacity back
Not by seeing fewer patients, but by doing less of the work that is not seeing patients.
Reception stops firefighting
The phone stops being an interruption engine. Staff work the room, the queries that genuinely need judgement, and the patients in front of them.
Clinicians get their inbox back
Results actioned, letters drafted, forms completed and refills reconciled. What reaches a clinician is a decision, not a pile.
The registers actually close
Recall waves that book appointments rather than send messages move the quality measures the practice is funded against.
In practice
One morning at a four-partner practice
Between eight and ten, all in parallel.
142 calls, 08:00–10:00
0 abandonedEvery one answered immediately. Ninety-eight booked or resolved, thirty-one routed to duty, thirteen escalated as urgent.
61 repeat requests
54 fully reconciledMonitoring, interactions and supply checked. Seven flagged for prescriber judgement with the evidence attached.
38 results
2 criticalNormal results filed and communicated; two critical values escalated within four minutes with an escalation ladder armed.
Recall wave, 240 patients
97 bookedCervical screening cohort worked across the day, with declines and wrong numbers recorded for the next wave.
Read next
- Intelligent Triage & RoutingClinical triage against your own protocol, applied to every inbound contact — phone, portal message or web form — and routed to the pathway, the team and the timeframe your policy says it belongs in.Open
- Medication RefillRepeat prescription requests taken on any channel, checked against the chart for monitoring, interactions and quantity, and sent to the prescriber as a decision — or straight to the pharmacy where your protocol allows it.Open
- Task ManagementResults to action, letters to file, forms to complete, calls to return. Every task created, prioritised, drafted and routed — with the ones a person must sign arriving ready to sign.Open
Pick the queue that hurts most
Most practices start with the morning phones or the repeat prescription list. We deploy against one of them in twenty-four hours, on your existing system, and you add the next when you are satisfied with the first.