Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
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AI Receptionist · General Practice
Your busiest line, answered by the book.
A GP front desk fields the widest call mix in medicine: a results chase, a repeat-script request, a fees question, and sometimes a caller in real distress, often all in the same ten minutes. LUNA's AI receptionist answers for your practice, after hours, on overflow when the desk is swamped, or around the clock: warm with every caller, and built on the actual regulatory obligations of Australian general practice.
After-hoursOverflowFull 24/7you choose, changeable any time
Why the front desk is the pressure point
The call volume is relentless. The judgement calls are the risk.
The phones never stop
Monday mornings, the after-hours rush, the overflow when three lines ring at once: general practice runs on a phone that never truly quiets. Callers who hit voicemail ring the medical centre down the road. The agent picks up every time, captures the enquiry properly, or books straight into your software.
More than a message pad
The agent answers questions about your doctors, your services and how booking works from an approved knowledge base, then captures name, number, reason and urgency, or books directly into your practice software where enabled. It knows the difference between a routine booking and a call that needs a person now.
The lines it must not cross
A results chase, a repeat script, a controlled-medicine request: these are the calls a GP line cannot get wrong. The agent never reads a result, never promises a script, and never confirms a controlled medicine. It captures, routes, and lets your clinical team decide.
The calls that carry the most risk
The three calls a GP line cannot get wrong.
Most calls to a general practice are routine. A handful are not, and the agent has to recognise them in the first few seconds and handle them exactly to your rules. It doesn't diagnose and it doesn't reassure. It follows your configured guidance, captures what the clinical team needs, and escalates when it should. Here is how it handles the three that matter most.
Results: captured, never read out
The agent never reads out, confirms, or characterises a result, not even whether it is back or whether it looks normal. It explains your results process, captures the request for the clinical team, and treats a recall (“the surgery left me a voicemail”) as a priority callback, not a routine message. It never says “no news is good news” or reassures.
Repeat scripts: captured, never promised
A repeat-prescription request is captured for the doctor, per your configuration. The agent never confirms a script will be issued, never names or confirms the medicine, and never says it can be done without an appointment. It notes that a review may be needed and that the team will follow up. Controlled medicines are never confirmed at all.
A distressed caller: 000 and Lifeline, never queued
If a caller is in distress or discloses thoughts of self-harm, the agent stays calm and warm. If there is immediate danger it directs them to 000, it gives Lifeline on 13 11 14, and it flags the call as urgent for your team. It never counsels, and it never puts that caller in a booking queue.
Hear it yourself
Hear it handle the hard calls. Ring the clinic that doesn't exist.
Fernleaf Family Practice is our fictional Adelaide clinic, invented so you can test the agent without any real patients or doctors involved. Ask it anything a caller would ask you: ask it to read out your blood results, renew your usual tablets over the phone, or confirm which doctor prescribes a controlled medicine. The interesting part is what it refuses to do.
Prefer a different voice? Hear the range
Ella is the voice you just heard, and the name is always Luna whichever voice your clinic chooses. Tap any card to listen, or browse the full gallery at lunasystems.com.au/ai-voice-selection.
Filter:
Grace · Helpful Hand
Polished, bright Australian female for friendly professional assistance.
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Cooper · Friendly Mate
Warm and highly relatable, excellent for customer service.
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Olivia · Sunny Woman
Friendly, happy adult female for engaging conversations.
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Amelia · Instructor
Strong, composed female voice suited for giving instructions with clarity and authority.
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Paul · Straight Talker
Deep and firm male voice with a relaxed, conversational delivery.
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Callum · Brand Spokesperson
Neutral, confident young adult male fit for voiceovers and customer interactions.
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Barry · Helper
Inviting, friendly male for customer support and product videos.
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Liam · Guy Next Door
Casual, friendly young male for authentic and engaging conversations.
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Ethan · Casual Assistant
Laid-back with a relaxed, low-key delivery for effortless, grounded customer support.
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Heath · Calm & Composed
Smooth professional delivery, perfect for calm customer support.
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Jasper · Vibrant Stylist
A bright, expressive Australian male with an engaging, animated delivery that adds natural personality and warmth to any script.
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Eleanor · Composed Clarifier
Clear, professional adult female for customer communication.
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How she's trained
Five layers deep. From reception craft to your own protocols.
Reception craft
Natural Australian conversation, a calm register for callers who are worried or unwell, proper message-taking, booking discipline, and the golden rule underneath it all: if it isn't configured or approved, she says so and captures the question rather than improvising.
The rules of all Australian medicine
AHPRA and National Board advertising guidelines, the Privacy Act and state health-records law, TGA advertising rules, Medicare and fees accuracy, emergency escalation, honest AI disclosure, and recording-consent statutes in all 8 states.
The general-practice canon
The RACGP Standards for general practices (5th edition), the Medical Board's Good Medical Practice code, the Medicare and bulk-billing accuracy rules that govern what she can say about fees and rebates, and the crisis-line standards behind 000 and Lifeline, distilled into results discipline, repeat-script and controlled-medicine capture rules, fees accuracy, and crisis escalation that cite their sources.
Your clinic
Your GPs and their exact configured titles, your services, fees and bulk-billing stance, your hours, your results and repeat-script pathways and escalation contacts, plus your own materials: recall protocols, practice information sheets, and a specialised go-live questionnaire about how your clinic actually runs.
Continuous improvement, versioned
Every month, every call is audited: drop-off points, unanswered question types, improvement candidates. Changes are approved with you and versioned into the agent, and regulation-change monitoring updates the rules when guidance moves. Better every month, never changed without sign-off, and never self-retraining on its own.
The guardrails are the product
Go on. Try to make it misbehave.
Every generic voice bot can answer a phone. The question your practice, your indemnifier and AHPRA would ask is what it says on a recorded line at 9pm with nobody supervising. Tap a question to see how Luna handles it.
Traceable, versioned, maintained
Every rule cites its source. Every agent knows its version.
The agent's behaviour is built from layered, versioned rule sets distilled from the primary sources: the RACGP Standards for general practices, the Medical Board's Good Medical Practice code, the Medicare and bulk-billing accuracy rules, AHPRA advertising guidelines, and the Australian Privacy Principles. When a regulator updates guidance, we know which rules are affected and which agents need updating.
✓ approved · v1.1
All of medicine
Scope of practice, advertising discipline, privacy, emergency escalation, honest AI disclosure on every call.
✓ approved · all 8 states
Your state
Recording consent statutes, the state complaints body, real-time prescription monitoring frameworks, jurisdiction privacy law.
✓ approved · v1.0
General practice
Results never read out, repeat scripts captured not promised, controlled medicines never confirmed, Medicare and bulk-billing fees accuracy, and crisis escalation to 000 and Lifeline.
Ahpra & National Boards
Guidelines for advertising a regulated health service · shared Code of Conduct · guidance on using AI in healthcare
RACGP
Standards for general practices (5th edition) · standards for after-hours and telephone care · results and recall systems guidance
Medical Board of Australia
Good Medical Practice: a code of conduct for doctors · guidance on prescribing and telehealth · scope and escalation duties
Medicare & medicines
Medicare and bulk-billing accuracy rules · MBS fees and rebate framework · real-time prescription monitoring for controlled medicines
Crisis & escalation
The 000 emergency standard · Lifeline 13 11 14 · healthdirect urgent-advice pathways for callers in distress
Privacy & your state's law
Privacy Act 1988 and the Australian Privacy Principles (OAIC) · call-recording consent statutes · state health-records law and complaints bodies (HCCC, HCC, OHO)
Distilled from LUNA's living library of 8,900+ Australian regulatory and professional documents, independently verified against source text, and monitored for regulatory change. When a guideline updates, we know exactly which rules and which agents are affected.
From go-ahead to go-live
Live on your number in about four weeks.
Configure
Your GPs and their correct titles, services, fees and bulk-billing stance, hours, your results and repeat-script pathways, escalation contacts, plus your own materials: recall protocols, practice information sheets, aftercare notes. A specialised go-live questionnaire makes sure every answer the agent gives is yours, not a generic one.
Assemble and attack
Your agent is built from the approved compliance layers plus your configuration, then attacked with a general-practice test script: results probes, repeat-script and controlled-medicine traps, and crisis escalation included. It must pass every probe before it ever answers a real call.
Go live, stay current
Your number routes to the agent, changeable in seconds, never a dead line. Monthly call reviews and regulation-change monitoring included.
We build around what you already run
Cliniko, Best Practice, Medical Director, Genie, Gentu, Halaxy, Coreplus, your dental suite, whatever runs your day: we design the agent around your systems, never the other way round. You don't change how your practice works to suit us.
Direct integration
Where your practice software has API access, Luna books and writes back in real time. Cliniko is live today, with more connectors on the roadmap.
Built around your workflow
No API? We wire structured, qualified messages into your existing inbox, CRM or task list, formatted exactly the way your team already works.
Standalone when needed
Locked-down legacy system? We stand up a clean parallel capture and booking layer for you, and your team reconciles it in minutes, not hours.
Fair questions
The things practice managers actually ask us.
Does the caller know it's an AI?
Always. Every call opens by saying it's an AI assistant and that the call is recorded, and it confirms it plainly if asked. That disclosure is fixed at the compliance layer; no clinic setup can remove it, which also satisfies the strictest Australian recording-consent standard.
Where do recordings and transcripts go?
They contain health information, so they're treated that way: moved to Australian-hosted storage promptly after each call, deleted from the voice platform, delivered only to the contacts you nominate, and retained for a period you set. The full detail is on our data handling and security page, and you get it in writing as a one-page summary.
Will it ever read out a result or renew a script?
No. The agent never reads out, confirms or characterises a result, not even whether it is back. It captures the request and follows your results process. A repeat-script request is captured for the doctor, never promised, with the medicine never named or confirmed and a controlled medicine never confirmed at all. Your clinical team makes every one of those decisions.
How does it handle a distressed or at-risk caller?
It stays calm and warm and follows your configured crisis script. If there is immediate danger it directs the caller to 000, it gives Lifeline on 13 11 14, and it flags the call as urgent for your team. It never counsels, never diagnoses, and never puts that caller in a booking queue. A recall voicemail is treated as a priority callback, not a routine message.
Can it book directly into our software?
Where your practice software supports it (Cliniko first, more connectors coming), yes: real bookings into your calendar. Otherwise it captures qualified, structured enquiries for your team to action first thing, with the reason and urgency already sorted.
Built by LUNA Systems, Brisbane
Your phones, answered like your reputation depends on it.
Because it does. Book a discovery call and we'll walk you through how the agent handles results, repeat scripts, controlled-medicine requests and a caller in distress, plus exactly what setup looks like for your clinic.