Out-of-hours dental calls and NHS 111: what your AI receptionist should do

The calls that arrive after you close

Patients don't only call when the practice is open. Evenings, weekends and bank holidays bring a mix of calls: someone in pain, someone who wants to book a check-up, someone cancelling tomorrow's appointment and someone asking about Invisalign after work.

A voicemail message treats all of them the same. An AI receptionist can tell them apart, deal with the routine ones there and then, and make sure urgent callers get to the right place quickly.

Start with your emergency protocol, not the AI

The AI should never decide clinical urgency on its own terms. It should follow a protocol written and approved by your practice, the same one your team uses, which sets out which situations go to an on-call clinician, which are offered an emergency slot, which are signposted to NHS 111 and which need 999 or A&E.

NHS guidance, for example, directs people to A&E for facial swelling that affects breathing, swallowing or vision, heavy bleeding that won't stop, or a serious injury to the face or mouth. Your protocol should spell out responses like these so the AI applies them consistently.

Signposting to NHS 111

In England and Wales, patients who need urgent dental care when their practice is closed are usually directed to NHS 111, which can arrange access to urgent dental services. Scotland and Northern Ireland have their own arrangements, so check what applies to your practice.

If that is what your practice wants, the AI can explain this clearly, give the number and record that it did so. It should also offer the patient an appointment at your next opening, so they are not left without a plan.

Routine calls can be finished out of hours

• Bookings. Check-ups, hygiene and new-patient appointments booked straight into your diary.
• Changes and cancellations. Appointments moved or cancelled, with the freed slot offered to your cancellation list.
• Questions. Opening hours, directions, fees, finance and treatment questions answered using information you approve.
• New enquiries. Implant, Invisalign and cosmetic enquiries captured, answered and booked for a consultation.

Handing over for the morning

Anything the AI shouldn't finish, such as a complaint, a clinical question or a patient who asks for a person, is logged with a summary and a call-back request. When your team arrives, they see a list of what happened overnight, what was booked and who needs a call, instead of a queue of voicemails.

Safety checks before you switch it on

• Approved script. The protocol and the AI's wording are approved by a clinician at the practice.
• Tested scenarios. Your team tests urgent, emergency and routine calls before patients are put through.
• Transparency. The AI says it is an AI assistant, and never gives clinical advice.
• Audit trail. Every out-of-hours call is recorded, summarised and reviewable.
• Regular review. Out-of-hours calls and outcomes are reviewed regularly, and the protocol updated when needed.