Introducing EMMA - Our Virtual Receptionist (coming soon - August 2026)

A Message From The Practice

Dear Patient,

We would like to let you know about an exciting change that we’re making to help improve the way you can contact us.

We’re introducing EMMA, our new virtual receptionist.

EMMA answers every call within seconds, which means no more waiting in telephone queues to get through to us. Emma can also speak several different languages, making it easier for more of our patients to contact us in the language they feel most comfortable using.

Speaking to EMMA is simple. Just dial the same number as usual and talk to her as you would any member of our team. In your own words tell her why you’re calling, and she’ll understand your request and make sure it’s sent to the right person to be dealt with. Emma DOES NOT make any clinical decisions she is simply collecting the information you provide.

What EMMA can help with...

• Booking or changing appointments 
• Prescription queries 
• Sick notes and medical letters 
• General queries about the practice 
• Directing you to the right service or team 

There are still three ways to contact us.

You can contact us online using eConsult, by telephone where EMMA our virtual receptionist will answer your call, or by coming into the surgery in person, where a member of our team will be happy to help you.

Please continue to use your preferred method of contact. Whatever method you do choose, giving us as much information as you can about the reason for your contact really helps us to make sure it reaches the right person first time and allows us to deal with it as quickly as possible.

We understand that any new way of doing things can take some time to get used to, and some patients may feel unsure about EMMA at first but please try not to worry, we are here to help. If you need any support with speaking to Emma, just let us know and a member of our team will be happy to help you.

We hope that introducing EMMA will make contacting the surgery quicker, easier and more convenient for all our patients.

Thank you for your continued support and for being part of this exciting new step for our practice.

Frequent Asked Questions

Q1.  What is Emma?

Emma is an AI phone assistant that answers every call. She was built specifically for NHS GP practices, so she understands what patients usually need when they ring. Emma picks up your call straight away, asks a few questions, and makes sure your request gets to the right person at the surgery quickly. 


Q2.  Why has the practice introduced Emma?

We know how frustrating it can be — calling at 8am, hitting redial, waiting on hold while you’re trying to get on with your day. Our reception team work hard, but they’re managing the phones, the front desk, appointments and admin all at once. Emma means your call is answered immediately, and our team can focus their time on patients who need more support. 


Q3.  Is my information secure?

Yes. Emma has been built to meet NHS data security standards and is designed specifically for GP practices. Everything you share is handled safely and confidentially, just as it would be in any contact with the practice. 


Q4.  What happens if Emma doesn’t understand me?

If Emma can’t quite understand your request, she’ll let you know and pass you to a member of our reception team. She’s still learning, and we appreciate your patience. Over time, she’ll get better — partly thanks to the experience of patients like you. 


Q5.  Does Emma replace reception staff?

No. Our reception team are still here and play a vital role in looking after our patients every day. Emma takes some of the pressure off the phones so that our team can spend more time with the people who really need them. 


Q6.  Can Emma book appointments?

Emma can help with appointment requests. Depending on what you need, she may be able to help directly, or she’ll pass your request to a member of the team to complete. Either way, your details will already be with the right person when they need them. 


Q7.  Will Emma suggest other services like a pharmacy?

Sometimes, yes. If Emma thinks your request might be dealt with more quickly through another service — such as Pharmacy First or the NHS App — she may mention it as an option. It is always your choice whether to follow that suggestion. Before making any recommendation, Emma will ask a few questions to check that the service is genuinely appropriate for your situation. Everything Emma suggests has been discussed and agreed with the surgery. 


Q8.  What if I have hearing or communication difficulties? 
We want Emma to work for as many patients as possible. If you have hearing or communication difficulties, or prefer to contact the practice in a different way, please visit our eConsult page or speak to our reception team, who will be happy to help. 

Page last reviewed: 26 October 2026
Page created: 26 October 2026