Introducing EMMA

Our New AI Phone Assistant - Trial starting in March and April 2026

During March and April 2026, we will begin trialling a new system called EMMA. EMMA is an AI-supported telephone tool that answers incoming calls to the surgery and asks the same questions you would normally be asked by our Reception Team. Your responses are recorded and securely sent to the surgery, where they are added to your medical record and reviewed by our Doctors and Clinicians, who will assess and manage your request in the usual way.

Importantly, EMMA does not have access to our clinical system or your medical records. We want to reassure you that this is not a move to a fully automated service. Our reception staff will continue to answer calls that cannot be managed by EMMA, and callers will always be transferred to a member of the team if there are any difficulties with hearing, understanding, or communication. We remain committed to ensuring our patients can speak to a real person when needed.

Benefits of EMMA for patients include:

• Calls answered promptly, with no extended hold times or call-back queues
• A calm, friendly, and professional voice that feels very human
• A consistent, respectful experience every time you call
• A private, judgment-free space to share your health concerns
• Accurate recording of exactly what you tell EMMA, which is shared with the Clinical Team

Supporting our Reception Team

Introducing EMMA will ensure that, even during staff shortages, your calls are answered without long delays, repeated call attempts, or the need to attend the surgery in person because you cannot get through on the telephone. 

Our Reception Team play a vital role in providing safe patient care. In addition to answering calls, they manage appointments, registrations, online and external queries, reception desk duties, chaperone services, and many administrative tasks on behalf of our doctors. This is a highly pressured role, and recent staff illness has had a significant impact on service delivery.

Trial period and feedback

EMMA will initially operate for a few hours each day so that any early issues can be identified and resolved quickly. We would welcome constructive feedback on how the system is working and any suggestions for service improvement that are within our funding constraints. We kindly ask that you give these changes time to embed and make a difference.

We are listening, and these changes are a direct response to the feedback we have received from our patients about access and appointments.

Thank you for your continued understanding, support, and cooperation. 

Published: Feb 25, 2026