A more natural, more inclusive way for patients to access GP services by phone
Early in the New Year, Think Healthcare will be launching the next generation of Virtual Care Navigator (VCN). Already trusted by hundreds of NHS practices for more than a decade, VCN has become the No.1 virtual receptionist in UK primary care. It has helped practices manage demand, reduce call queues, and ensure fair and consistent access for every patient, including those who cannot use online services.
The new AI version builds on everything practices already rely on, adding a friendly and conversational front end called AiMEE (AI Medical Enquiry Expert). It’s designed to make the patient experience even smoother while keeping the same safety, reliability and NHS integrations that set VCN apart.
A virtual receptionist built for NHS access, not adapted to it
Many new AI tools arriving in the sector lack the integrations and safeguards that primary care depends on. Some require practices to port phone numbers away from NHS approved cloud telephony systems, which breaks the national reporting required for the Access Recovery Plan. Others cannot integrate with clinical systems or follow safe triage and workflow rules.
VCN has been designed differently. It works on any NHS approved cloud telephony platform. It keeps all reporting, analytics and business continuity features fully intact. It connects safely into EMIS, SystmOne and Vision and follows established clinical safety standards.
This means practices get the benefits of AI without stepping outside national frameworks or losing any of the safeguards they rely on.
The only phone based route to safely order EPS prescriptions
VCN continues to stand out for its safe and direct link to the Electronic Prescription Service (EPS). It is the only phone based system in the UK that allows patients to request repeat medication securely and have the request flow straight into the clinical system for review. This helps patients who cannot use online apps and reduces manual workload for prescribing teams.
With the launch of the new AI version, EPS based prescribing remains fully integrated and fully governed.
AiMEE: A friendly AI designed for real conversations
AiMEE, the AI Medical Enquiry Expert, introduces a new conversational layer to VCN. Patients can speak naturally, explain what they need, and be guided to the right outcome without working through menu options or waiting on hold. AiMEE can answer common questions, recognise intent, speak multiple languages, and route calls safely into practice workflows.
This makes phone access smoother and reduces the volume of calls that reception teams need to handle manually.
For practices that are not yet ready to adopt AI, or where local policies are still developing, VCN continues to offer the standard menu based version. Both versions run on the same trusted platform and use the same NHS integrations to provide patients with a simple phone-based self-serve option that mirrors online apps & portals already in use at the practice.
Fully aligned with national NHS frameworks and reporting
The new AI version of VCN has been engineered to work within the NHS cloud telephony environment. It ensures:
- full compatibility with national cloud telephony standards
- no number porting or loss of business continuity features
- full support for national reporting and access metrics
- safe integration with EMIS, SystmOne, Vision and EPS
This approach allows practices to adopt AI safely without adding operational or compliance risks.
Multi award winning and trusted across the NHS
VCN has earned a strong reputation for reliability, impact and inclusive design. It has supported hundreds of practices for more than ten years and has received multiple national awards for innovation in patient access.
The new AI version builds on this foundation with the same emphasis on accessibility, safety and measurable improvements for patients and staff.
Coming early in the New Year
The AI version of Virtual Care Navigator will be available to UK practices early in the new year. Over the coming weeks, we will share more details, demonstrations and opportunities to see AiMEE in action.
If your practice wants to improve access, reduce pressure on reception and offer a more natural experience for patients who prefer the phone, the team at Think Healthcare are ready to support you.