EMMA

We're always looking for ways to improve your experience at our surgery. That's why we'll be introducing EMMA, an AI-powered phone assistant developed specifically for NHS GP surgeries.

When you phone usin future (likely sometime in June 2026), you’ll be guided through a short set of questions to help us understand how best to help you.

This allows us to make sure your request is directed quickly to the most appropriate member of the team — whether that’s a GP, nurse, pharmacist, or another clinician.

We understand that it can feel worrying when something isn’t quite right, and this system is designed to make sure your concern is properly assessed and prioritised. EMMA ensures every call is answered instantly, so you're never left waiting.

What this means for you

When you call the surgery, EMMA will answer straight away – no engaged tone, no hold music. Simply tell her what you need, and she'll help with appointment requests, prescription queries, and more.

• Your request is reviewed safely and consistently
• Urgent problems are identified more quickly
• You are directed to the right type of care first time

Will I still be able to speak to a person?
Absolutely. Our reception team isn't going anywhere. If you need to speak to someone directly, just let EMMA know and she'll connect you. EMMA is here to support our team, not replace them.

A few helpful tips
- Please answer the questions as clearly as you can — this helps us help you more efficiently  
- Try to focus on your main concern so we can prioritise appropriately  
- You do not need to call multiple times — your request will be reviewed

Is it safe?

Yes. EMMA has been designed specifically for the NHS and meets strict clinical safety standards. Your information
is handled securely, and our clinical team reviews anything that needs their attention.

When to seek urgent help
If you are experiencing severe symptoms such as chest pain, breathing difficulties, or feel very unwell, please call 999. If you’re unsure, NHS 111 can advise you on what to do next.

We remain committed to providing safe, responsive care, and this system will help us ensure every patient receives the right level of attention as quickly as possible.