About our website chat assistant

What it does, what it does not do, and how we handle your information.

Need medical help?

This chat assistant is not monitored. Never use it to ask for medical help, appointments, prescriptions, test results or fit notes.

In an emergency, or if someone's life is at risk, call 999.
For urgent medical help, use NHS 111 online at 111.nhs.uk or call 111.
For medical help, appointments, prescriptions, test results or fit notes, contact us online or call 0161 357 1600.

What the chat assistant does

The chat assistant is the "Ask us a question" button on our website. It is an automated computer program, not a person. It answers general questions about how our practice works, such as:

opening times and how to contact us
how to book or cancel an appointment
how to order a repeat prescription
how to register with us
how we let you know about test results, and how to get a fit note
how to find us, parking and access

Every answer has been written and checked by our practice team, using the information on our website, and the chat assistant shows it word for word. It does not use artificial intelligence (AI) and it does not make up its own answers.

What the chat assistant does not do

It does not give medical advice. If your question looks like it is about symptoms, medicines or your health, it will show a safety message telling you where to get help.

If your message suggests that you or someone else may be in danger, thinking about suicide or self-harm, or not safe at home, it will show an "Urgent help" message with numbers you can tap to call: 999, NHS 111 (choose the mental health option), Samaritans on 116 123, and the National Domestic Abuse Helpline on 0808 2000 247. No one at the practice sees this message, so please call one of these numbers.

It cannot see your medical record.

It cannot book or cancel appointments, order prescriptions, give test results or issue fit notes. It can only tell you how to do these things.

No one reads your messages, and we cannot reply to you through it. Using it does not count as contacting the practice.

Please do not type personal details

Please do not type your name, date of birth, NHS number, address, phone number, email address or anything about your health. The chat assistant does not need them to answer your question.

How we handle your information

The chat assistant does not collect or store any personal data.
Everything runs in your web browser on your own device. What you type is not sent to us, to our website provider or to anyone else.
It does not keep your questions or a copy of your conversation, and it does not record your name, IP address or any other details about you or your device. When you close or leave the page, the conversation is gone.
Because nothing is sent to us, we cannot see what you asked. If you need help from the practice, please contact us online or by phone.
We never use the chat assistant for marketing and we never sell your information.

Cookies

The chat assistant does not set any cookies or store anything on your device. Other parts of our website may use cookies. You can choose which cookies to accept using the cookie banner on our website.

Your rights and more information

Quayside Medical Practice is responsible for the chat assistant. Because it does not collect or store any personal data, we hold no information about you from it. You can read about how we use personal information, and your rights, in our privacy notice.

Read our privacy notice

You do not have to use the chat assistant. All the same information is on our website, or you can call us on 0161 357 1600.

Feedback and complaints

If an answer was wrong, unclear or out of date, please tell us using our online form or call 0161 357 1600. Please do not use the chat assistant to give feedback – no one will see it.
You can also share feedback through the NHS Friends and Family Test (link in our website footer).
To make a formal complaint, email [email protected] or write to the Practice Manager at Quayside Medical Practice, Keppel Building, Ashton Road West, Failsworth, Manchester, M35 0AD.
If you have a concern about how we use information, you can complain to the Information Commissioner's Office (ICO).

Accessibility

You can use the chat assistant with a keyboard. Press Escape, or the × button, to close it and return to the "Ask us a question" button. It works with screen readers, and phone numbers in its replies can be tapped to call. If you have difficulty using the chat assistant, call us on 0161 357 1600 or read our accessibility statement.

Read our accessibility statement

Page last reviewed: 12 October 2026. Next review due: 12 October 2027.