Overview
Serving a growing patient population in Alton, Hampshire, Chawton Park Surgery faced rising demand on its phone lines and increasing pressure on patient coordinators. In January 2025, the practice partnered with X-on Health to introduce Charli, a Surgery Assist chatbot, to improve access, streamline processes and help patients self-serve.
The challenge
With more patients joining the practice, demand on the phones surged. Routine queries consumed valuable staff time, creating bottlenecks for both patients and coordinators. The team needed a solution that would ease the burden on staff without compromising patient choice.
The solution
Working closely with X-on Health, Chawton Park Surgery implemented Surgery Assist to bring their digital assistant, Charli, on board. System-agnostic, Charli integrated with their phone system and practice website to offer patients a simple way to access advice, education and services, including Online Consultation requests. Importantly, patients remain in control, choosing whether to use Charli or continue through the normal call pathway.
Early results & impact
In addition to empowering patients to self-serve, the practice values how Surgery Assist operates independently of the clinical system, storing no patient data and providing a secure, navigation-first approach.
The biggest benefit we’ve seen is patients being able to manage some of their queries themselves. Prescriptions in particular are taking us half the time they used to.”
Nicky, Practice Manager
Surgery Assist has transformed access at Chawton Park Surgery:
- Between January and May 2025, 11,000 online queries were handled, demonstrating that patients are increasingly choosing digital solutions over waiting on the phone.
- 1,600 prescription requests processed via Charli, directing patients to the NHS App and reducing admin workload.
- 3 days of admin time saved in just a few months, with coordinators noticing lulls in call demand during the day.
- Prescription requests are completed in half the time than previously required
Looking ahead
Chawton Park is building on its digital journey and has now gone live with their AI deployment of Surgery Assist. This includes an ‘Ask a Question’ feature that signposts patients to relevant NHS resources and community services where appropriate, reducing unnecessary GP contacts while ensuring the right support for patients.
Summary
By adopting Surgery Assist, Chawton Park Surgery has alleviated phone pressures, enhanced efficiency, and empowered patients with more choice in how they access care. The collaborative rollout has delivered measurable results within months, positioning the practice at the forefront of digital innovation in primary care.