Clarence Medical Centre launches multilingual AI assistant
Clarence Medical Centre has introduced a multilingual AI assistant for patients and staff, developed with Robotics AI and Druid AI.
The assistant is being used in NHS primary care in Wales to answer routine patient questions and handle registration tasks that would otherwise fall to reception and administrative teams. Drawing on information from the practice website, it guides patients on services, opening hours and procedures. It also explains medical terms using the NHS Wales medical encyclopedia and NHS Health A-Z resources.
A central feature is self-service patient registration. Patients can complete the NHS registration form via the assistant, and the information is then uploaded to the EMIS clinical system via automated integration, removing the need for staff to enter details manually.
The rollout comes as general practice continues to face pressure from appointment demand and rising administrative workloads. Tools that divert common enquiries from phone lines and front desks have become a focus for surgeries seeking to free up staff time for direct patient support.
At Clarence Medical Centre, the assistant is available in English, Welsh and Arabic. The language options are intended to reflect the needs of the community it serves and make access to information easier for a wider group of patients.
Robotics AI worked with Druid AI on the system. Druid AI provides the underlying platform, while Robotics AI has focused on healthcare automation around practice workflows.
Druid AI recently received DTAC approval from NHS England, a benchmark used to assess digital technology against standards including security and clinical safety. The approval may help smooth adoption discussions with healthcare organisations that require suppliers to meet formal procurement and compliance checks.
The aim is to improve access to practice information while reducing the volume of repetitive administrative work handled by staff. In practical terms, that means answering common questions without requiring patients to call reception and cutting the amount of form processing carried out by the practice team.
Dr Simon Dobson, Senior Partner from Clarence Medical Centre, explained, "Embracing digital innovation allows us to enhance patient experience while maintaining the personal care we value. This assistant is just the beginning of how we will use technology to better serve our community."
Gwyn Hughes, Practise Manager from Clarence Medical Centre, continued, "We are always looking for ways to improve how patients access information and services from our practice. The new virtual assistant provides patients with a simple way to find trusted information and complete tasks such as registration, while helping our team reduce manual administrative work."
For suppliers to the NHS, primary care remains a significant market for administrative software because many surgeries still rely heavily on reception teams to manage basic requests, registration paperwork and general information queries. Systems linked to clinical software, such as EMIS, can be attractive where they reduce duplicate data entry and fit into existing workflows.
Druid AI said its work with Robotics AI reflects demand from healthcare organisations seeking practical uses of AI in regulated settings rather than broad experimental deployments.
Don Slope, Account Director at Druid AI, said, "Our partnership with Robotics AI reflects a shared commitment to improving how patients interact with healthcare services while supporting organisations under increasing operational pressure. By combining our Agentic AI platform with Robotics AI's expertise in healthcare automation, we can deliver practical solutions that improve access, efficiency and patient experience."
Robotics AI presented the launch as part of a broader effort to address pressure on primary care teams, particularly where administrative tasks reduce the time available for patient-facing work.
Russell Lawrie, CEO at Robotics AI, commented, "Primary care teams are under enormous pressure, particularly from administrative tasks that take valuable time away from patient care. By combining trusted NHS information with intelligent automation and multilingual access, we're helping practices like Clarence Medical Centre improve the patient experience while saving crucial time for staff."