Clarence Medical Centre in Wales, UKI in partnership with Robotics AI and Druid AI has announced the launch of a new multilingual virtual assistant, designed to help patients quickly access trusted health information and practice services while reducing administrative workload for GP practice staff.
The virtual assistant allows patients to find information and services related to the practice in a quick and convenient way, providing immediate answers to common questions without needing to contact reception.
The assistant responds to patient queries using information sourced directly from the Clarence Medical Centre website, ensuring patients receive accurate guidance about practice services, opening hours, and procedures. It also provides medical glossary explanations based on the NHS Wales medical encyclopedia and NHS Health A-Z resources, helping patients better understand common medical terms and conditions using trusted public health information.
To support the diverse communities served by the practice, the virtual assistant is multilingual, with English as the primary language and additional support for Welsh and Arabic. Further languages are planned as part of a future rollout to expand accessibility for patients.
In addition to answering informational questions, the assistant supports self-service patient registration, allowing patients to complete the official NHS patient registration form directly within the assistant interface. Through integrated automation, completed registrations can be uploaded directly into the EMIS clinical system, removing the need for manual data entry and saving valuable administrative time for practice teams.
By reducing routine enquiries and form processing, the technology allows staff to focus more time on supporting patients who need direct care.
Russell Lawrie, CEO at Robotics AI: “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.”
The virtual assistant has been developed in partnership with Druid AI, a leader in Agentic AI technology for healthcare and regulated industries.
Don Slope, Account Director at Druid AI: “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.”
Druid AI recently achieved DTAC (Digital Technology Assessment Criteria) approval from NHS England, enabling healthcare organisations to adopt its technology with confidence in security, clinical safety, and compliance standards.
As part of its continued work in the healthcare sector, Druid AI will also host a webinar series in April and May: “Lessons Learned: Scaling Patient Access with AI Agents”, designed to support both public and private healthcare organisations in understanding how AI can improve patient engagement, streamline services and reduce administrative workload.
Dr Simon Dobson, Senior Partner from Clarence Medical Centre: “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.”
Gwin Hughes, Practice Manager from Clarence Medical Centre: “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.”
Robotics AI says the launch is part of a wider roadmap to further support NHS practices by streamlining administrative workflows and improving the digital patient experience, with additional capabilities currently in development.
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Robotics AI: Founded by Scottish entrepreneur Russell Lawrie, Robotics AI specializes in delivering AI solutions that enable organisations to streamline operations, reduce costs, and enhance customer experiences. With a strong commitment to innovation and excellence, the company works closely with healthcare providers to improve patient outcomes through advanced Agentic AI technologies.
Druid AI delivers AI that works: proven, industry-ready AI agents for Higher education, Healthcare, Retail, Banking and Insurance, built on a best-in-class conversational AI platform. Druid deploys always-on, policy-accurate agents across chat, SMS, voice and email, automating customer and employee journeys with secure enterprise integration. Founded in 2018, it supports 350+ clients, and 250+ partners globally.
Clarence Medical Centre is a leading NHS GP practice based in Rhyl, delivering high-quality, patient-centred care to thousands of patients across the local community. The practice provides a comprehensive range of primary care services, including chronic disease management, preventative care, and specialist clinics designed to support long-term health outcomes.
Committed to innovation and service improvement, Clarence Medical Centre actively collaborates with partners to enhance access, optimise clinical workflows, and deliver more efficient, technology-enabled care. Its multidisciplinary team combines clinical expertise with modern delivery models to meet growing patient demand and evolving healthcare needs. As part of the Betsi Cadwaladr University Health Board network, the practice plays a key role in advancing community healthcare and supporting initiatives that improve patient experience and population health at scale.
