Overview

Sitting on the Greater Glasgow and Clyde Health Board, Keppoch Medical Practice cares for 4,500 patients in Glasgow. Many patients face digital barriers linked to education, poverty and language. The practice needed a clearer, more supportive way for patients to navigate information and access the right services without adding pressure to the phones.

The challenge

Patients were faced with large amounts of complex information on the practice website, making it hard to find the right support — particularly for a population with limited experience of digital tools. As a result, appointment requests risked dominating demand. The practice needed a simpler way to guide patients and reduce avoidable contact while remaining accessible and supportive to their community.

The solution

Keppoch Medical Practice introduced Surgery Assist, a 24/7 chatbot, on their practice website. The decision reflected a shared commitment to improving how patients move through the system, not just adding another digital tool. Working collaboratively, the focus has been on shaping workflows and terminology so they reflect real patient behaviour. 

Early results and impact

“As the first GP practice in Scotland to use Surgery Assist, we worked closely with the team to make sure the information and resources were relevant to the NHS in Scotland. We are rolling out in stages to ensure that features such as the AI element remain consistent with NHS Scotland. The team has been professional and responsive throughout.”
Douglas, Practice Manager

Within 2 months of going live, early data has shown encouraging engagement:

  • 1.3 administrative days saved
  • 21% of total usage occurs out of hours, with peak activity between 6–7pm, highlighting clear demand for support when the practice is closed
  • Usage remains strong across the full week. This includes weekends where activity is admin-related, demonstrating that patients understand appointments are not available and are using the system appropriately

These insights present clear opportunities. Prescriptions and general enquiries are now the second and third most common reasons for contact, showing scope to further reduce appointment-driven demand through continued refinement.

Looking ahead

Keppoch Medical Practice continues working closely with X-on Health to refine workflows, adjust terminology and strengthen patient education. One recommendation is to add a phone announcement via X-flow, guiding patients to the chatbot. The practice is also preparing to launch the AI element of Surgery Assist. This will enable patients to use free text within the chatbot, where responses are guided by locally trained FAQs to ensure relevance.  

Summary

Early data shows patients are engaging confidently with the chatbot outside core hours and administrative time savings are already emerging. By introducing Surgery Assist, Keppoch Medical Practice has taken a practical step towards building a more sustainable and supportive access model for its community.