The AI receptionist for community pharmacy — and everything around it.
Pharmacy First enquiries and routine calls answered, clinical and urgent calls put through to the pharmacist, patient detail behind an identity check, a transcript of every call, and an assistant that learns from your team's feedback.
Pharmacy First
Assisted Pharmacy First pre-consultation intake
PharmaLineAI can collect patient-reported symptoms using a pharmacy-approved questionnaire and prepare a structured transcript for the pharmacist.
A caller asks for Pharmacy First
They're offered a few quick questions for the pharmacist, and can skip them.
Your approved questions, word for word
Asked exactly as your pharmacist approved them, with no comment on any answer.
A structured record of the answers
Each question with the caller's answer, in their own words, saved on the call.
Passed to the pharmacist
In opening hours the caller is put through; out of hours the answers wait for your team.
Pharmacy First intake
Caller's own wordsAssistantI have a few quick questions for the pharmacist first, and you can skip them if you'd rather.
- Is this for you, or for someone else?
- “It's for my daughter.”
- How old is the person it's for?
- “She's seven.”
- In a few words, what are the main symptoms?
- “Earache, worse at night.”
- How long have they had them?
- “Since Sunday.”
Not a diagnosis, and not an eligibility decision.
Who decides what
The assistant gathers what the caller says. Clinical judgement never leaves the pharmacist.
Collects
The assistant
- Asks your pharmacy-approved questions
- Prepares a structured transcript of the answers
- Transfers the patient's answers to the pharmacist for clinical assessment
It never
- Diagnoses, determines pathway eligibility or makes treatment decisions
- Independently rules out red flags or decides that a patient is safe to wait
Urgent safety
A separate protocol
Any urgent-safety escalation must follow a separately designed, clinically approved safety protocol.
Already on every call: if a caller describes an emergency at any point, the questions stop and they are told to ring 999 straight away, by rule.
Decides
The pharmacist
- Assesses the answers clinically
- Decides on eligibility and treatment
- Remains responsible for clinical decisions
AI phone line
Routine calls answered. Clinical calls to the pharmacist.
PharmaLineAI takes the repetitive calls that pull your team off the bench, and puts anything clinical, urgent or sensitive through to the pharmacist. It assists your team; it never replaces the pharmacist's judgement.
Pharmacy First enquiries
Callers asking about Pharmacy First hear what the NHS service is, in approved wording, and are put through to the pharmacist. The assistant never diagnoses and never decides who is eligible.
Guide: Agent TrainingPharmacy First pre-consultation
Your pharmacy's approved questions asked word for word before the caller reaches the pharmacist, with the answers saved on the call in the caller's own words. Never a diagnosis or an eligibility decision.
Guide: Agent TrainingOpening times, directions and services
Answered straight away from your own pharmacy details and service list, so nobody repeats the same script all day. It says only what you have told it.
Guide: Your pharmacyUrgent and clinical calls to the pharmacist
Medicines questions, symptoms, safeguarding worries and anything urgent are put through to the pharmacist in opening hours. The assistant gives no clinical advice and takes no clinical decisions.
Guide: Calls and the AI AgentEmergencies: 999 said first
If a caller may be in danger ("collapsed", "can't breathe"), they are told to ring 999 straight away, by rule, before any AI model is asked, and then put through to the pharmacist. The assistant never dials 999 itself, and no pharmacy can switch this off.
Guide: Phone LineOut of hours: signposting, not staff calls
Out of hours the assistant still answers routine questions, says when you reopen, and points callers to NHS 111 for urgent advice or 999 in an emergency. Nobody on your team is rung unless you choose to set an out-of-hours number.
Guide: Phone LinePrescription status, behind an identity check
Once surname, date of birth and postcode all match, the assistant reads back the status your team has set: received, in progress, ready or collected. A failed check shares nothing.
Guide: PrescriptionsLive status from your PMRComing soon
Prescription status straight from your patient medication record, so nobody keys it twice. Direct connections to PMR systems are in discovery with suppliers.
Details as callers say them
“Fourteenth of March forty-eight”, “M 3, 4 E N” — dates of birth and postcodes are understood however they're said, with one read-back to put a slip right.
Guide: Calls and the AI Agent
How a call is routed
Every call is weighed against a six-rung safety ladder, so an urgent concern outranks the routine question it was wrapped in, and a routine request still gets its answer.
1Immediate safety
“My mum has collapsed” · “I'm struggling to breathe” · a safeguarding concern
2Clinical escalation
doses · side effects · “can I take these together?”
3Staff request
“Can I speak to the pharmacist?” — put through, never asked twice
4Patient workflow
prescription status, behind the identity gate
5Routine service
flu jabs · blood pressure · Pharmacy First · appointments
6General information
opening hours · directions · parking · what you offer
The urgent element wins
“What time do you close? I need an emergency supply of my medication.”
Rung 6 — answered: “We close at 1pm today.”
Lifted to the team — an emergency supply is a decision for staff.
Hedged answers count as yes
“A bit”, “sort of”, “not really” to a red-flag question are treated as yes. Safe routing beats finishing the conversation, every time — and a caller who asks for a person gets one.
Transfer, with the context, to the number you choose.
Services and bookings
Tell callers what you offer, and book them in
Your service list tells callers what you offer and what it costs. Your team books appointments from the dashboard, and patients get their confirmation by email or SMS.
Bookable service catalogue
Set each service's duration, price and whether it needs screening, so the assistant only ever offers what you actually run.
Guide: ServicesAppointments in one calendar
Book patients into services with status tracking, from requested to completed, for the whole team to see.
Guide: BookingsEmail and SMS confirmations
Confirmations go out on the channels you switch on, using the patient's own contact details.
Guide: BookingsBooking by phoneComing soon
The assistant booking callers into a free slot itself. Today it tells callers about your services and puts booking requests through to the team.
Transcripts, audit and confidentiality
Every call on record. Patient data kept behind a check.
Each pharmacy's data is kept apart, every patient-data access is gated, and important reads and changes go into an append-only audit trail.
A transcript of every call
Every call is saved line by line, with the time each line was said, and the recording too if you switch recording on (callers are told). Use them for audit, quality checks, complaint investigation and training. They are deleted after your retention window.
Guide: Calls and the AI AgentIdentity check before patient detail
Surname, date of birth and postcode must all match before the assistant says anything about a prescription. Repeated misses stop further attempts and pass the caller to the team.
Guide: PatientsAppend-only audit log
Patient views, imports, prescription reads, bookings, status changes and every access by the assistant are recorded for your GDPR trail.
Guide: Calls and the AI AgentEach pharmacy kept apart
Every pharmacy and group is isolated from day one, with its own call settings, team access and keys.
Guide: Getting Started
Owner's dashboard
See what the assistant handled, and what it passed on
The Overview turns calls, prescriptions, bookings and services into a working picture for the owner or superintendent, and every number opens the calls behind it.
7-day deflection rate
Calls resolved by the assistant against calls put through to the team, so you can see whether routine traffic is really being taken off you.
Guide: Calls and the AI AgentWhat callers asked
A breakdown of the week's calls by reason, each line opening the calls behind it.
Guide: Calls and the AI AgentOne screen for your pharmacy
Your details, opening hours, phone line and branches in one place, with nothing hard-coded.
Guide: Your pharmacy
Agent training
Learns from your team's feedback to continually improve call handling
The assistant starts from a safety-first set of rules and test calls for UK community pharmacy. Your group and each branch add their own on top, and every correction comes from real calls your team reviewed.
Correct any reply from a transcript
Read a call line by line, listen along where calls are recorded, and mark any reply as the standard or as needing correction. The change is in force on the next call.
Guide: Agent TrainingLayered for groups and branches
A platform set every pharmacy starts from, a group-wide set from head office, and each branch's own, with safety rules locked so no branch can switch emergency handling off.
Guide: Agent TrainingNo black box
One screen shows every source the assistant answers from, what each holds, where to fix it, and the exact guidance it was given on any call.
Guide: Agent TrainingShared lessons, never your name
A lesson from one pharmacy can be rewritten in general terms, naming nobody, so every pharmacy's assistant improves. Your own wording stays yours, and owners can switch sharing off.
Guide: Agent Training
See it before you believe it.
Calls from our test plan, replayed with voice: Pharmacy First, the identity check, a routine question with an urgent tail, an emergency, and a manager's correction.