Healthengine launches Helen, an AI receptionist for Australian GPs

Healthengine has announced the national launch of Helen, an AI-powered receptionist developed for use in general practice clinics across Australia.

Helen is intended to support reception teams by managing patient calls and appointment bookings around the clock, integrating with existing practice management software systems without disrupting established workflows.

The company states that Helen is available to all Healthengine GP customers, offering what it describes as "the intelligent support for your practice, 24/7." The solution aims to address the rise in administrative workloads faced by reception staff, particularly as at least half of practice calls are related to patient bookings.

"We carried out extensive customer research to inform this product, with at least half of incoming calls relating to patient bookings for most practices," said Dan Stinton, CEO of Healthengine. "Helen takes that routine workload off the front desk, meaning staff can focus on the patients in the room, while callers enjoy fast, friendly service any time of the day or night."

Helen integrates directly with practice management software, including Best Practise and MedicalDirector Pracsoft, enabling it to access appointment schedules and process bookings securely. The AI receptionist was developed following a pilot that involved a variety of clinic sizes to ensure accurate patient record matching and the effectiveness of security measures protecting patient data.

Security was a focus during Helen's development, with the platform operating under strict data limitations. The AI does not access patient clinical records and is stated to be fully compliant with the Privacy Act 1988. According to Healthengine, Helen's design ensures patient privacy is preserved, and the solution fits into clinics' existing operational structures.

How it works

Helen provides a smart call handling option, allowing callers to choose to speak with the AI receptionist. The system can manage multiple calls at any time, reducing wait times for patients.

For security and accuracy, Helen confirms patient details such as name, date of birth, and mobile number against practice records before proceeding with bookings. The system is designed to permit existing patients to book, reschedule, or cancel appointments. If a call is more complex or flagged as urgent, the system will transfer the enquiry to human staff.

During the pilot programme, the focus was on ensuring that Helen could match patient records efficiently and accurately. The platform underwent what Healthengine describes as rigorous security testing to ensure data protection standards were met.

Healthengine reports that Helen was designed after extensive research into the administrative burdens faced by reception staff in general practices, aligning the tool with the workflows already present in clinics. The aim is to alleviate routine work for human staff while maintaining a high standard of service for patients.

The introduction of Helen is a part of Healthengine's stated mission to improve patient access to healthcare and practice efficiency across Australia's healthcare marketplace.