Clarence Medical Centre, on West Kinmel Street, has introduced the new system, known as ‘Clarence’, which aims to improve how patients find information, navigate services, and manage their care online. The assistant will go live on the GP surgery’s website on Thursday.
Unlike traditional automated chatbots, which rely on pre-set responses, Clarence is designed to guide patients through their healthcare journey. Using the same clinical pathways as the NHS 111 online service, the assistant can assess what a patient needs and direct them to the most appropriate advice or service.
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In practical terms, the GP surgery says this means patients are not simply given information, but are supported step-by-step – whether they are seeking medical advice, looking for the right service, or registering with the practice.
Senior partner Dr Simon Dobson said that “we are embarking on an AI revolution.”
He added: “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.”
The system also integrates NHS 111 pathways directly into the practice website, allowing patients to access trusted advice without needing to visit multiple platforms. This is expected to make accessing care quicker and more straightforward.
The initiative has been developed in partnership with technology providers, including Robotics AI and Druid AI, and marks what the practice describes as the first step in a wider digital transformation.
Practice Manager Gwyn Hughes said the new assistant is designed to simplify what can often be a confusing process for patients.
He said: “Healthcare can sometimes feel complicated, especially when patients aren’t sure where to go or what to do next. Clarence is about changing that.
“It gives patients a simple, guided way to access help and information, without the frustration of searching multiple websites or waiting on the phone.
“What excites us most is where this can go next. We’re only at the beginning of what this technology can offer, and we’re committed to developing it in a way that genuinely improves the patient experience.”
Clarence Medical Centre says it is “proud to be leading the way in Wales with the use of AI technology in primary care”. Further development and deeper integration are already being explored.
Patients are being encouraged to try the new system and provide feedback, which will help shape how the service evolves in the future.