EMMA is an AI receptionist, built specifically for NHS GP surgeries. She handles unlimited calls simultaneously, integrates directly with practice consultation tools, and eliminates phone queues. EMMA allows the practice reception team to focus on patient care.
EMMA does not decide whether you get an appointment (other than extremes where she will signpost to urgent/emergency services or community pharmacy at the other end of the scale) she records your information which comes to the practice team and allows them to triage the severity of the request and book the most appropriate appointment with the most appropriate clinician.
As a practice, we have only been using this system for a few months, and we recognise that there have been some initial issues as both patient and staff adapt to this new way of working. We are continuing to work closely with the provider, and new features and improvement are regularly being introduced to help address these kinds of problems.
Please be assured that this system is being trialled, and no final decision has been made about its long-term use. Patient feedback, such as yours, is extremely important to us and will be carefully reviewed as part of this process.
EMMA Useful Information
- EMMA works best when you don’t put her on speaker phone (including when in the car), where possible please try to call in a quite room and turn down any TVs or Radios
- EMMA can speak multiple different languages and translate the nature of your issues to English for staff to action
- EMMA has reduced the number of calls into the practice team by up to 2000 calls per month
- In September 2026 EMMA services 2346 calls with the average call length being just under 3 minutes.
- Without EMMA we estimate an average wait of between 5-10 minutes for patients on the phone
- Without EMMA it would be difficult for the practice to triage and prioritise appointments
- The practice does have a VIP/bypass list for patients who are unable to use the service (e.g. hard of hearing etc.).
- When you are told that you are number 1 in a queue when on the phone and you are still wating this is nothing to do with EMMA, this relates to the practice phone system (We are aware of frustrations around this and we are putting mechanisms in place to combat this).
- As an AI tool EMMA will continue to learn, and we will work with the provider to make improvements based upon practice and patient feedback
- We are also making some internal changes at the practice that we hope alongside EMMA will have a significant positive impact on patients’ expectations contacting the practice.