AI-driven triage & demand management at Priory Medical Group
About the project
Priory Medical Group (PMG), a primary-care network serving around 58,000 patients across nine sites, partnered with Klinik to implement an AI-driven triage system. The goal: to better manage patient demand, improve appointment routing, and give clinical staff more control over capacity.
The challenge: balancing demand and capacity
Before Klinik, PMG was struggling to match patient demand with available GP appointments. Many low-acuity queries flooded the system, and staff had limited visibility into how to prioritise them. This made it hard to offer timely care, while also avoiding bottlenecks in other parts of the service.
The network needed a solution that could triage incoming patient contacts — whether by phone, online, or in person — guide them to the right clinician, and reduce unnecessary GP visits. It had to feel safe for patients and trustworthy for the clinical team.
The solution: smart triage + workforce optimisation
Klinik’s AI-powered triage tool was integrated into PMG’s workflow. Patients submit symptoms via a digital interface, and the system categorises urgency and suggests appropriate next steps. For non-urgent issues, Klinik recommends routing the patient toward pharmacy-led appointments or other lower-acuity sessions.
At the same time, PMG used the insights from Klinik to understand demand patterns. This data helped staff plan staffing levels, free up pharmacist capacity, and reduce load on GPs. Over time, teams adapted to a more balanced, demand-driven model.
The impact: more efficient consultations & smarter resource use
Pharmacist consultations surged: before Klinik, the network handled roughly 151 consultations per 10,000 patient contacts; with the system, that rose to 539, a 256 % increase.
Demand was routed more appropriately: many patient contacts that didn’t need GP input were safely handled by pharmacists, reducing pressure on GP appointments.
Efficiency improvements: there was a 6% drop in “Did Not Attend” (DNA) no-show rates after Klinik was introduced, helping reclaim wasted appointment capacity.
Cost savings: by reallocating work and reducing inefficient GP contacts, the PCN unlocked the equivalent of over £300,000 in capacity savings in one year.
A continuing partnership
PMG’s use of Klinik demonstrates how AI-led triage doesn’t just improve access — it shifts the balance of work to where it makes the most sense. As usage continues, PMG is using the data to refine its workforce strategy, strengthen its pharmacy-led care pathways, and plan for sustainable growth.
