ViC · Virtual in Charge
The waiting room, handled.
ViC, your Virtual in Charge, is a WhatsApp assistant for NHS urgent care. Your clinicians answer the same waiting-room questions hundreds of times a week. ViC handles them, keeping patients informed, signposting them to the right care, and freeing clinicians to treat.
No app download · uses the patient's existing WhatsApp · multilingual
ViC
online
👋 Hi, I'm ViC, your virtual assistant for the waiting room.
No app needed. I can update you, answer questions and point you to the right care.
Interactive simulation. Tap the buttons to walk through a real ViC flow.
See it in action
A one-minute walkthrough of a real ViC conversation, from QR-code scan to wait-time updates, signposting and feedback.
The tap-through on this page is a simulation; this clip shows the live product running over WhatsApp.
How it works
Connect
Patient scans a QR code in triage and messages “Hi ViC” on WhatsApp. No app, no login.
Identify
ViC confirms language and identity, linking securely to the patient record via the Adastra number.
Resolve
Live wait-time, progress tracking, FAQs and signposting, designed to handle the majority of routine requests automatically.
Escalate
Anything that needs a human is grouped and routed to an on-duty clinician via a desktop dashboard.
Built for everyone in the department
Better experience
For patients
- ✓Real-time wait-time and progress updates
- ✓Trusted health info and safety-netting advice
- ✓Faster signposting to Pharmacy First, GP and other pathways
- ✓Easy feedback, in 10+ languages
Fewer interruptions
For clinicians
- ✓Virtual queue management cuts routine interruptions
- ✓Patient-recorded vitals and pre-screening before the consult
- ✓X-ray request pre-screening (Ottawa-style decision points)
- ✓Automated referrals, leaflets and discharge summaries
Improved performance
For managers
- ✓Less routine admin, more time for care
- ✓Patient-experience insight from built-in feedback
- ✓Understand why patients leave before treatment
- ✓“Same space, more care”: ViC runs remotely
Common questions
The questions patients, clinicians and IG leads ask us most.
Do patients need to download anything?
No. Patients scan a QR code in triage and message ViC on the WhatsApp they already have. There's no app to install and no login to create.
What languages does ViC support?
ViC is built on a multilingual content library spanning 10+ languages, including English, Portuguese, Somali, Arabic, Bengali, Polish and Yoruba. Patients pick their language at the start of the conversation.
How does ViC link to the patient record?
ViC confirms the patient's identity and links securely to the patient record via the Adastra number, so wait-time and progress updates reflect that patient's actual journey.
What happens when a patient needs a human?
Anything ViC can't or shouldn't handle is escalated: requests are grouped and routed to an on-duty clinician through a desktop dashboard, so the team answers once instead of being interrupted repeatedly.
How do you approach information governance and clinical safety?
ViC was developed alongside an NHS-grade compliance pack covering information governance and clinical safety, and we build with patient privacy front of mind from day one. We're happy to walk your IG and clinical safety leads through the detail.
How do we pilot ViC in our department?
We're working with NHS partners on pilots now. Book a short walkthrough and we'll look together at whether ViC fits your department and what a pilot would involve.
Bring ViC to your UTC
We're working with NHS partners on pilots. Book a walkthrough to see whether ViC fits your department.