Our virtual receptionist, EMMA, has now been live for one week.  She answers our calls between 8am and 6pm every day.   EMMA does the same job as our reception team do - she captures your details and the reason for your call and passes everything through to our clinical team to review.  Since bringing in EMMA we have been able to get back to patients much faster and it has made a real difference.

Like every new system there are teething problems and we are working hard to rectify these.  We cannot do this without your continued support and patience.  Your constructive feedback is essential and we welcome it.

As a direct result of your feedback, we recognise that there have been problems in dealing with prescription queries.  In an effort to resolve the issues and ensure ease of access for all patients; with immediate effect we have reinstated the prescription email and we now have a dedicated telephone number for queries; please see the information below:

All prescriptions must be requested in writing.  This can be done via the NHS App, RCMG Website, dropping your request into the post box at the surgery or via email.

 If you have a query and would like to speak to a member of the Prescription Team, please call us on Tel: 01409 255267, this comes through to the team at Holsworthy.  Lines are open between 10am – 12 noon, Monday to Friday.

 Our email address is d-icb.prescriptions@nhs.net 

Our website address is www.rubycountrymedicalgroup.co.uk

 Please note:  we cannot tell you if your medication is ready for collection from your chosen pharmacy, you will need to contact your pharmacy direct.

If you would prefer not to speak to EMMA, you can contact us via our website and complete an online consultation form.  Should you decide to attend the surgery in person, if you wish to make a doctors appointment, the reception team will complete an online form with you.  This will be sent to the clinical team in exactly the same way as requests submitted online or via EMMA.

Enquiries regarding blood tests and nursing appointments will be dealt with by the team in the usual way.  If you speak to EMMA or complete an online form via our website to request an appointment, our reception team will contact you.

Urgent medical requests will be dealt with as a priority; please ensure you provide as much detail as possible; once the clinician has triaged the request a member of the team will contact you as soon as possible. Please do not make multiple requests for the same issue, as this may delay our response.

Thank you for working with us to help shape a safe and sustainable service for the whole community. 

Published: May 18, 2026