Overview
Part of South West London ICB, Chatfield Health Care looks after 12,562 patients in Battersea. Already a user of Surgery Connect, the practice introduced the 24/7 digital assistant Surgery Assist to support patient access round the clock. By offering another route for patients, the team aimed to reduce pressure on reception and make routine queries quicker and simpler to resolve.
The challenge
Chatfield Health Care manages a high volume of routine patient enquiries, many relating to appointments and prescriptions. These requests traditionally required staff time to handle by phone or message, placing pressure on reception. The practice needed a simpler way for patients to access guidance while reducing administrative workload and maintaining support for those needing direct assistance.
The solution
Chatfield Health Care introduced Surgery Assist, a digital assistant on the practice website designed to guide patients through common queries and provide clear signposting. Working closely with the X-on Health team, the practice implemented the system smoothly and began directing patients to the chatbot, Dot.
Early results and impact
“Surgery Assist has helped us give patients another way to access the practice while reducing pressure on our phone lines. The early data is very encouraging and we’re excited to see how it continues to develop.”
Nirmal, Deputy Practice Manager
Since going live, patient engagement with Surgery Assist has been strong. In the first few months alone, there were 1,112 patient interactions with the system. Most enquiries relate to appointments, followed by prescription requests, showing patients are already comfortable using the chatbot for common needs.
The practice has also seen benefits for staff workload. Early data indicates that seven full administrative days have already been saved. This time can now be redirected towards supporting patients who need direct assistance.
Another trend is an increase in abandoned calls since Surgery Assist was introduced. Rather than indicating lost contact, this suggests patients are finding the information or guidance they need through the chatbot before speaking to reception.
Usage patterns also show patients accessing Surgery Assist outside normal opening hours, including early mornings, evenings and weekends. This ensures patients can receive guidance and signposting even when the practice is closed, improving overall accessibility and convenience.
Looking ahead
Chatfield Health Care plans to continue working with the X-on Health team to optimise the system as patient awareness grows. As more patients become familiar with using Surgery Assist, the practice expects further improvements in how routine enquiries are managed and how patients access support.
Summary
By introducing Surgery Assist, Chatfield Health Care has created a new, accessible way for patients to interact with the practice. Early engagement levels, administrative time savings and increased out-of-hours usage demonstrate the value of providing patients with a simple digital route for common queries.
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