08/05/2026
We know our new Emma AI telephone system has been a big change, and we appreciate that not everyone likes change at first. However, after reviewing the impact carefully, we will be keeping the system in place.
Since introducing Emma we have seen:
• Fewer abandoned calls
• Shorter call queues
• More time freed up for reception staff to help patients who need direct support
• Improved access for vulnerable and safeguarding patients who previously struggled to get through
One particularly important change we have noticed is that some of our most vulnerable patients are contacting emergency services less frequently because they are now able to reach the surgery more easily and reliably.
We also want to reassure patients that we maintain a dedicated support list for patients who are genuinely unable to use digital or automated systems independently. These patients are identified by the practice so they can still access care appropriately and safely. If you feel you fall into this category please let us know via the online form or in person.
We absolutely understand that some patients prefer traditional telephone systems, and we will continue to support patients who need additional help. However, for many patients, online triage remains the quickest and most efficient way to contact the practice for non-urgent requests.
Our priority is making sure patients can access help safely, fairly and efficiently — and the evidence so far shows this system is helping us do that.
Thank you to everyone who has been patient and constructive while we adapt to new ways of working.