Introducing Jackie — our digital receptionist

Dearne Valley Group Practice is introducing Jackie™, a digital receptionist that helps us
answer patient calls more quickly. Jackie is provided by Auxilis AI, a UK-based company.

To learn more about how Jackie works, what to expect when you call, and how your
information is handled, visit auxilis.ai/for-patients.

When you call Dearne Valley Group Practice , Jackie may answer the phone. She will ask
why you are calling, listen as you explain in your own words, and ask follow-up questions so
the right information is collected for our team.

What Jackie can do for you
At our surgery, Jackie can help with:
• Appointment requests, including information about your symptoms
• Routine care, such as smear tests or blood tests
• Repeat prescription renewal requests
• Fit note requests, including new fit notes and extensions
• Medical letters — for work, driving, housing, or other official purposes
• Referral status queries
• New patient registration information

 

Jackie will collect all the necessary information for the practice staff to fulfil your request, so
please be patient and answer her questions to ensure that staff has the full required
information to help you.

Why we are introducing Jackie
Like most GP practices, we receive a large number of calls, especially first thing in the
morning, and we know it can be frustrating to wait on the phone. Jackie helps by answering
calls straight away, so patients can tell us what they need without waiting in a long queue.
By reducing repetitive call-handling work, Jackie gives our team more time to follow up
patient requests, process information, coordinate care, and better support the day-to-day
running of the practice.

How to use Jackie
Speak to Jackie in the same way you would speak to a receptionist. Explain what you need
in your own words, and Jackie will ask follow-up questions if she needs more information.

Speaking to a digital receptionist may feel a little unusual at first, but full sentences help
Jackie understand your request — just as they would help a human receptionist. For
example:

 

instead of saying “appointment”, you could say: “I’d like to book an appointment because I’ve had a cough for two weeks.”

Instead of saying “prescription”, you could say: “I’m calling because I need to renew my repeat prescription.”

The more clearly you explain what you need, the easier it is for Jackie to collect the right
information for the practice.

A few important things to know
• You can always speak to a person. But please give Jackie a fair try.
• Jackie is not a clinician. She does not diagnose, give medical advice, or decide
how urgent your problem is. Our staff review what Jackie collects before any action is
taken.
• Your information stays with Dearne Valley Group Practice . It is encrypted, stored
in the UK, and only shared with the right team here. It is never used to train AI.
• In a medical emergency, call 999 or go to A&E. Your GP surgery line is not for emergency help. If you mention symptoms that may need urgent care, Jackie may pass you to reception, and advise you to seek it if you cannot wait.

Learn more about Jackie
Auxilis AI has published a dedicated page for patients with more detail on how Jackie works,
what to expect when you call, how your information is handled and the NHS clinical safety
standards Jackie is built to, accessibility support, and answers to frequently asked questions.
To learn more, visit auxilis.ai/for-patients.

If you have any questions or concerns about how Jackie is being used at Dearne Valley
Group Practice , please contact us directly.