Introducing Emma, the virtual receptionist

What is EMMA?

EMMA is a virtual receptionist that answers calls to the surgery instantly. She can help with appointment requests, cancellations, admin queries and general enquiries.

Why have we introduced EMMA?

We are always looking for ways to improve access to our services and value the feedback we receive from our patients.

Many of you have told us that contacting the surgery by phone can sometimes be challenging, particularly during busy periods when call volumes are high. We understand how frustrating this can be and have taken steps to improve your experience.

EMMA will now answer your call straight away, without the need to wait in a queue. EMMA will guide you through a few simple questions to ensure your enquiry is directed appropriately and dealt with as efficiently as possible.

Receptionists can take several months to fully train, and we often face challenges in retaining staff—particularly when they experience difficult and unpleasant interactions with patients over the telephone. We hope that EMMA will help reduce frustration for our patients by minimising time spent waiting in queues, while also enabling our team to respond to your queries more efficiently and effectively.

Our aim is to make contacting the surgery quicker, easier, and more convenient for everyone.

How does EMMA work?

Call the surgery as normal. EMMA will pick up your call straight away and asks a few questions. Your request is sent to the triage team, if anything needs follow up, we will be in touch.

Our Team is still here. EMMA helps them to help you, which means more time for clinical work and faster admin.

Can I still speak to a receptionist?

EMMA can assist smoothly and quickly with many of the requests and queries you will have but you will still be able to speak to our reception team if needed.

Using EMMA helps us prioritise calls more effectively and ensures patients are directed to the right support without delay.

When is EMMA available?

EMMA answers calls during our normal surgery opening hours.

Is my information safe?

Yes. EMMA is designed for the NHS and meets strict data protection and clinical safety standards.

Why do patients love EMMA?