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 answers, confirms who they are, and has a natural conversation about their symptoms, medical history, medications and allergies. It spots red flags, advises 999 when needed, and gives your clinical team a structured summary to review.

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.

Clinical safety is built into how Medelic works. It is being developed in accordance with DCB0129, the NHS clinical risk management standard, and its triage is being reviewed by practising GPs. Red-flag symptoms are escalated straight away with advice to call 999, and a clinician reviews every triage before any action is taken.

Medelic is designed 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 flags the call on your clinical team's dashboard for urgent review. 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.

Our EMIS integration is built against the EMIS IM1 FHIR R4 interface; IM1 assurance is in progress and it is not yet live in any practice. SystmOne is on our roadmap. Suggested SNOMED CT codes accompany triage differentials; coded write-back to the record follows IM1 assurance. Integration with other systems (Vision, Microtest) is on our roadmap.

We expect implementation to take 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. You forward calls to a Medelic number from your existing phone system. 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.

The Medelic API and database are hosted on AWS in London, UK, and ISO 27001 certification is planned. Call audio and transcripts are processed by our voice and AI sub-processors. A documented data residency review across storage and sub-processors is planned. Data is encrypted in transit (TLS, HTTPS enforced), and patient MFA secrets and clinical system credentials are encrypted at rest (AES-256). Medelic is built to UK GDPR requirements.

No. Patient data from your practice is only used to deliver the service to your patients. Medelic does not train AI models on it.

Calls are recorded and transcribed so your clinicians can review them. The patient notice and recording settings are agreed with each practice during setup. Many practices find recordings useful for clinical audit and medicolegal protection.

We use simple per-patient pricing. Single practices pay £5 per patient per year (about £3,333/month for an 8,000-patient list). PCN deployments get a 20% volume discount at £4 per patient per year. This represents around 3% of core funding (practices receive ~£164 per patient annually from the Global Sum). ICB and enterprise pricing is available on request. All prices exclude 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.