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Evrella, the AI client services assistant, answers your practice’s website chat, WhatsApp and phone when the lines are busy or the doors are shut. She explains how to request an appointment, order a repeat prescription or register, takes messages and call-back requests for the team, books flu and vaccination clinics in her own calendar, and sends anyone describing an emergency to 999. She never gives medical advice and never triages.
A fictional business, answered by a real Evrella. Call it or ask it a question here.
In November 2025, 11.9% of the 29.4 million calls to GP practices in England ended while the caller was still waiting, and 7.6% were handled with a call-back request.
NHS England, Cloud-based telephony data in general practice, November 2025
Patients ring the moment the lines open, and reception spends the first hours of the day answering the same calls in the same order. Many of those callers only need to know how to use your online form or the NHS App.
How do I order my prescription? Are my results back? Can I register? Each one takes a receptionist away from the patient at the desk or the caller who really needs them.
Chest pain, difficulty breathing or signs of a stroke mean 999, not an appointment request. That message has to be given the same clear way on the busiest Monday as at 6:25pm on a Friday.
When the surgery is closed, patients need to hear NHS 111 for urgent help and 999 for an emergency, and to know that they can still send a non-urgent request for the team to pick up.
Twenty more hours a week at the desk is a real salary, with National Insurance and a pension on top, and the cover still ends when the surgery closes.
Every autumn the same calls arrive: when is the clinic, who is it for, can I have a slot. Evrella answers from your pages and books the slots in the calendar she keeps with Google Calendar, never in your clinical system.
Short examples written for this page, not recordings of real callers.
Before an AI answers an NHS practice’s patients, the practice’s integrated care board will expect a compliance pack: the Digital Technology Assessment Criteria (DTAC), the Data Security and Protection Toolkit, a DCB0129 clinical safety case signed by a Clinical Safety Officer, a data protection impact assessment, Cyber Essentials and a penetration test, alongside the practice’s own DCB0160 work.
Evrella does not have that pack yet. It is an Enterprise project, built when enough practices in a primary care network want it, so an NHS practice starts with a conversation rather than a sign-up. A private GP practice can try her now, free.
01
Your website and the documents you give her are what she answers from.
02
Your website chat, WhatsApp and your phone line, day and night.
03
Each one is in your console, with the details she took and a summary.
Only what Evrella really does with each of these.
She answers in your website’s chat from the pages you publish, and gives patients the links you already list: your online consultation form, the NHS App and how to register.
It stays as it is. You choose which calls reach her, such as the calls when every line is busy or out of hours, by sending them to a number of her own. She can put a caller through to the team when your rules say so.
GP practices in England are registered with the Care Quality Commission, and GPs are regulated by the General Medical Council. Evrella answers from what your surgery publishes: how to request an appointment, order a repeat prescription, register or get test results, and your opening hours. She does not triage, does not decide who needs to be seen, and gives no medical advice. When someone describes an emergency, such as chest pain or difficulty breathing, she tells them to call 999; outside your hours she points to NHS 111. A clinician still reviews every request through your own system, and your framework telephony stays as it is: your number is never moved away from it. Health IT used in NHS care in England is subject to clinical risk management standards, so talk to your clinical safety lead before you switch her on. Patient details are health data under UK GDPR: they are stored in the UK on AWS in London, answers are generated in the UK or the EU, nothing is used to train AI models, and a Data Processing Agreement comes with every plan.
Plans at £0, £39, £149 or £249 a month, with 30 days free and no card to start.
£191 a month like this
Recommended
£39 / month£390 / year
1,000 credits a month
about 1,000 AI replies, or about 250 call minutes
Evrella on every channel: website chat, WhatsApp and your own phone number
Recommended
£149 / month£1,490 / year
5,000 credits a month
about 5,000 AI replies, or about 1,250 call minutes
For a busy small business with a team and several websites
Recommended
£249 / month£2,490 / year
8,000 credits a month
about 8,000 AI replies, or about 2,000 call minutes
For busy practices and branches, with your practice system connected as each sector pack ships
A month this size is worth a conversation
Enterprise adds volume rates, systems that need a partnership, several sites routed as one and terms of your own.
Enterprise: From £499 a month. Set-up from £2,000. 15,000 credits a month included, then 3p a credit.
No. She explains how to send a request, through your online form, the NHS App or reception, and your clinicians review every request as they do now. She never decides who needs to be seen or how soon.
To call 999, straight away. In the demo, a caller describing crushing chest pain and sweating is told to call 999 now, before anything else. Outside your opening hours she points to NHS 111 for urgent help that is not an emergency.
No. She can tell patients how your surgery shares results, for example in the NHS App or by calling after a set time, but she never sees a patient’s record and never gives a result.
No, and we don’t claim to. She never books into or reads from your clinical system. She points patients to the online form and NHS App links your surgery already publishes, and anything she takes reaches your team by email and waits in your console.
She explains how, in the words your surgery uses: in the demo, the NHS App, with 3 working days to process and a reminder to order with about a week of medicine left. The order itself goes through your usual route.
What your pages say. At Willowbrook, the demo surgery, anyone in the practice area can register online, through the NHS App or at reception, without proof of address, ID or an NHS number, and registration takes up to 2 working days.
Yes. On the phone she says at the start of every call that she is an AI assistant and that the call is transcribed, and recorded too if you switch call recording on. In the chat she tells patients the same.
Stored in the UK, on AWS in London. Answers are generated in the UK or the EU, so what a patient types may be processed in the EU. Nothing is used to train AI models, every conversation is in your console for your team to read, and a Data Processing Agreement comes with every plan.
Expect the DTAC, the Data Security and Protection Toolkit, a DCB0129 clinical safety case signed by a Clinical Safety Officer, a data protection impact assessment, Cyber Essentials and a penetration test. Evrella does not have that pack yet: it is an Enterprise project, so talk to us before you plan to switch her on.
Yes, in the calendar she keeps with Google Calendar, from the clinic times you publish. She never books into your clinical system, so your team records each appointment there as it does now.
Set her up on your own website and number, and try her free first.
