Go-Live Date: 12th March 2026

Our practice will be introducing EMMA, an intelligent telephone assistant powered by QuantumLoop AI, on 12th March 2026. This forms part of our ongoing work to improve patient access and ensure that all calls to the surgery are managed efficiently and safely.

What is EMMA?

EMMA is a digital phone assistant designed to answer incoming calls to the practice instantly, helping reduce waiting times and remove the frustration of engaged tones during busy periods. When patients call the surgery, EMMA will ask them to briefly describe the reason for their call in their own words.

How EMMA Supports Patient Care

Once the caller has stated their request, EMMA securely records the information and sends it directly to our clinical and administrative team. The request is then reviewed and triaged in the same way as those received through our usual channels.

This process enables:

• Faster access to the practice
• More consistent call handling
• Improved prioritisation based on clinical need
• Reduced telephone congestion, especially at peak times

Reception and Clinical Teams Remain Central to Care

The introduction of EMMA does not replace our reception or clinical teams. Staff will continue to manage complex enquiries, support vulnerable patients, and provide personalised assistance. EMMA simply helps ensure that every call is answered, every time, allowing our team to focus more time on patients who need additional help.

Patients who would like to speak directly with a member of staff can still request this at any time.

Patient Information and Data Security

All information provided to EMMA is handled securely and in line with NHS information governance requirements. Patient confidentiality remains fully protected, and no changes are being made to how medical records are stored or accessed.

Support and Further Information

We will be sharing additional information, including patient guidance and frequently asked questions, in the coming days. Our reception team is also available to assist anyone who requires support using the new system.

We appreciate your cooperation as we work to enhance access and improve the overall patient experience.

FAQ’s

What is EMMA?

EMMA is a helpful computer assistant that answers the phone straight away when you call the surgery.
She listens to what you need and passes the message to our staff.

Why are we using EMMA?

• Phone lines can be very busy.
• EMMA answers every call, so you do not need to wait on hold.
• This helps everyone get help more quickly.

Will I still be able to speak to a real person?

Yes. Always.
If you want to talk to a receptionist, just say:
👉 “I want to speak to someone.”
Our team will help you as usual.

What do I say to EMMA?

You can speak normally.
Examples:

• “I need an appointment.”
• “I am calling about my prescription.”
• “I need my test results.”
• “I need a sick note.”

If you are unsure what to say, EMMA will guide you.

What happens after I tell EMMA my request?

Your message goes to our practice team.
They will:

• Read it
• Decide what is needed
• Contact you with the right help

This might be:

• A phone call
• An appointment
• A message
• A prescription update

Is EMMA replacing the reception team?

No.
Our staff are still here and ready to help you.
EMMA just helps us answer all calls more quickly.

Is my information safe?

Yes.
Everything you tell EMMA is kept private, just like when you speak to reception.
Your information stays secure under NHS rules.

What if I have difficulty hearing, speaking, or understanding?

We understand some patients need extra support.
You can:

• Ask to speak to a receptionist at any time
• Hang up and call again if needed
• Ask someone you trust to help you with the call

We are always happy to help.

What if it is an emergency?

If you are very unwell or need urgent help, EMMA will tell you to hang up and call 999.
You can also call NHS 111 for urgent advice when the surgery is closed.