01/05/2026
Dear Patient,
We’re Trialling a New Phone System – Please Help Us Make It Work
We want to be really honest with you. Like many GP surgeries across the country, we’re facing a serious challenge: we simply don’t have enough staff to answer every phone call and keep up with the work happening behind the scenes.
Between 8 and 10 a.m., we often have over 100 people trying to call us. No team—no matter how hardworking—can answer that many calls in real time. We hate that many of you are left waiting, frustrated, or feeling ignored. That’s not the kind of service we want to give you.
So we’re trying something new—and we need your support.
We’re trialling a new virtual receptionist called Emma. When you call the practice, Emma will answer the phone and help you submit your request through our online consultation tool, ACCURX.
We know change can be frustrating, but please provide constructive criticism when we’re doing our best to find solutions so we can find a way through. This isn’t about replacing staff—it’s about freeing them up so they can focus on helping the patients who need it most.
Why give Emma a chance?
* No more long holds – Emma helps you get your request through quickly and easily.
* You don’t need to explain personal problems to reception staff – your message goes straight to the doctor or admin team.
* You can ask about anything – medical problems, prescriptions, sick notes, admin requests.
* Everyone gets the same access – whether you go online or call, your request goes into the same system.
* This helps the whole practice – the more people use the system, the more time our staff have to help those in real need.
This is a trial—but it’s a vital one. If it works, it could seriously improve how we manage the huge demand we face every day.
We’re asking you to give it a go. Help us make it a success—for you, for us, and for every patient trying to reach us.
Thank you for your patience, your support, and your understanding.
