Primary healthcare practices are under increasing pressure. Workload in GP practices continues to rise, while patients ...
Primary healthcare practices are under increasing pressure. Workload in GP practices continues to rise, while patients expect faster service and demand for care keeps growing.
In many practices, this leads to a familiar situation: a crowded waiting room, a ringing phone, and assistants constantly interrupted by patients at the front desk.
At Huisartsenpraktijk De Boer (NL), this was exactly the reality—until they decided to take a different approach.
The Challenge — Constant Interruptions at the Front Desk
As in many Dutch GP practices, assistants take on multiple roles at once. They handle phone calls, manage administrative work, support consultations, and assist patients at the front desk.
This makes their role diverse—but also highly vulnerable to interruptions.
Patients arriving at the front desk expect immediate assistance. Understandably so. But in practice, this means assistants must constantly switch between tasks.
The result is clear:
- Less focus on delivering care
- Increased workload
- Ongoing disruption in the practice
This is not a temporary issue, but a structural challenge.
The Solution — Meet Julia, the Digital Host
Instead of hiring more staff, the practice chose a different solution: a Digital Host in healthcare.
This led to the introduction of Julia, a Digital Human designed to welcome and assist patients upon arrival.
Julia is not a traditional screen or form, but a recognizable human-like presence that patients can interact with naturally.
Using a touchscreen, patients can check in or simply ask their question—just as they would with a receptionist. Behind the scenes, intelligent technology ensures Julia understands the request and responds instantly.
Calm at the Front Desk, More Room for Care
The impact on daily operations was quickly noticeable.
Where patients previously had to actively seek attention, they are now helped immediately upon arrival. They can check in, ask questions, or receive instructions—without waiting.
For assistants, this creates a fundamental shift: fewer interruptions. And that is where the real value lies.
When the constant stream of small questions is absorbed, space is created to focus on what truly matters: delivering care.
👉 The expected impact: a 25–35% reduction in front desk workload
A Digital Solution That Feels Human
What makes this solution unique is that it doesn’t create distance—it creates connection.
Julia is visually placed in a setting that resembles the real waiting room, creating familiarity and comfort. This approach also works well for patients with lower socio-economic backgrounds or limited digital literacy.
Instead of reading dry text, patients receive a friendly explanation from a human-like face.
And that makes a difference:
- Patients feel seen and heard
- Information is better understood
- Advice is more likely to be followed
The Digital Host becomes a natural and trusted part of the patient journey.
Advice from the Practice
Many healthcare organizations start by focusing on the business case. But according to Practice Manager Jos de Boer, a different approach is more effective:
“Start with two questions: Does it reduce the burden on your staff? And does it improve care for your patients? If both answers are yes—just do it.”
Huisartsenpraktijk De Boer is not the only organization using digital avatars as an effective way to implement digital triage in primary care.
From Physical Front Desk to Digital Care
The next step is already being implemented: extending this support beyond the physical practice.
By deploying Julia on the practice website, patients can be supported even before their visit—whether by answering questions or guiding them through the first steps of their care journey.
In similar applications, this has led to:
👉 Up to 12.5% fewer incoming phone calls
This not only improves patient flow within the practice, but also enhances overall accessibility of care.
A Scalable Solution for the Healthcare Sector
The use of a Digital Host shows that technology does not replace healthcare professionals—it strengthens them.
By taking over repetitive tasks, space is created for attention, quality, and calm.
And in a healthcare system under pressure, that may be the most important benefit of all.
What started as a solution for one GP practice proves to be widely applicable.
Digital Hosts can be used in:
- GP practices
- Hospitals
- Clinics
- Other healthcare settings
And Digital Hosts are just one of many ways Digital Humans can support healthcare.
Wherever patients have questions and healthcare professionals face pressure, this technology can provide meaningful support.
👉 The principle remains the same:
Reduce workload. Improve patient flow. Add a human touch to care.
Ready to Reduce Workload in Your GP Practice?
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