Frequently Asked Questions

Medelic is an AI-powered telephone triage platform designed for NHS GP practices. When patients call your practice, Medelic answers, conducts a structured clinical assessment, and presents the information to your clinical team in a standardised format - ready for decision-making.

When a patient calls, Medelic identifies them using CLI lookup, accesses their record, and conducts a natural conversation to understand their symptoms. It follows clinically-validated pathways to gather relevant information, identifies any red flags, and generates an SBAR summary that's written directly to the patient record in EMIS or SystmOne.

No. Medelic handles the initial triage conversation, freeing your team to focus on patients who need human interaction. Receptionists are freed from the 8am phone queue to provide face-to-face support. Clinicians receive pre-structured cases and can make faster, more informed decisions. The AI is a tool that enhances your team's capacity - it doesn't replace them.

Yes. Medelic is developed in accordance with DCB0129 (Clinical Risk Management: its Application in the Manufacture of Health IT Systems). We maintain a comprehensive Clinical Safety Case and have a qualified Clinical Safety Officer. Our pathways are based on NHS Pathways logic and are validated by practising GPs.

Medelic is trained to identify red flags and emergency presentations. If it detects a potential emergency (e.g., chest pain with cardiac features, signs of stroke, severe breathing difficulty), it immediately advises the patient to call 999 and can escalate to your on-call team. All emergency pathways are logged and audited.

Clinical responsibility remains with your practice. Medelic is a decision support tool - it gathers and structures information, but all clinical decisions are made by your qualified healthcare professionals. Every triage output requires clinician review before action is taken.

We have full bi-directional integration with EMIS Web and SystmOne. We can read patient demographics, medical history, medications, and allergies. We write consultation summaries directly to the clinical record using SNOMED-CT coding. Integration with other systems (Vision, Microtest) is on our roadmap.

Most practices are live within 2-4 weeks. This includes technical setup, integration testing, staff training, and a supervised go-live period. We handle the technical complexity - your team just needs to attend a 2-hour training session and we're there to support you throughout.

In most cases, no. We work with your existing telephony through call forwarding or SIP integration. If you have an older analogue system, we may recommend an upgrade, but we can usually find a solution that works with what you have.

All data is stored in UK-based data centres with ISO 27001 certification. We never store data outside the UK. Data is encrypted in transit (TLS 1.3) and at rest (AES-256). We comply fully with UK GDPR and NHS data security standards.

Not by default. Patient data from your practice is only used to deliver the service to your patients. If practices opt-in to our research programme (with appropriate governance and patient consent), anonymised data may be used to improve our models, but this is entirely optional.

Calls can be recorded if you choose to enable this feature. Patients are informed at the start of the call and can opt out. Recordings are stored securely and retained according to NHS records management guidelines. Many practices find recordings useful for clinical audit and medicolegal protection.

Pricing starts at £850/month for practices with up to 8,000 patients. PCN-level deployments are £1,200/month with additional features. Enterprise pricing for larger organisations is available on request. All prices are exclusive of VAT.

We offer a 30-day pilot period for qualifying practices. During the pilot, we work closely with your team to ensure Medelic is configured correctly and delivering value. There's no commitment to continue after the pilot if it's not right for you.

Standard contracts are 12 months with monthly billing. We also offer flexible month-to-month arrangements after the initial period. If you need to exit early due to circumstances beyond your control (e.g., practice closure), we'll work with you on a fair solution.