Introducing EMMA – Our Virtual Receptionist

We’ve listened to patient feedback and are committed to making access to our services quicker and easier. We know how frustrating it can be to wait on the phone, especially when you’re unwell or worried.

That’s why we’re introducing EMMA, an AI-powered phone assistant developed specifically for NHS GP surgeries.

What EMMA Does

When you call the surgery, EMMA answers straight away—no engaged tone, no hold music. Simply tell her what you need, and she can help.

EMMA ensures every call is answered instantly, so you’re never left waiting.

A Quicker Way to Get Through to Us

We’ve made this change to help you reach us more easily. When you phone the surgery, EMMA can take your details and direct your request to the right team.

Don’t worry – nothing else is changing:

• You can still phone us as usual.
• You can still visit in person.
• If you prefer to speak to a receptionist, just let EMMA know, and she’ll connect you.

Our team is still here for you. EMMA just helps us help you faster.

EMMA will go live on 13th April, with test periods running from 7th April. During the test phase, you may notice EMMA answering calls as we fine-tune the system to ensure every call is handled quickly and accurately.