EMMA is now live at The Community Practice
Meet EMMA – Our AI Reception Assistant
(Powered by QuantumLoop AI)
We are pleased to introduce EMMA, our new AI‑powered reception assistant, now live at The Community Practice. EMMA has been introduced to improve access, reduce waiting times, and ensure every patient receives timely help.
EMMA is provided by QuantumLoop AI, the UK’s leading provider of NHS‑integrated AI reception technology.
As EMMA is new, we are expecting some teething problems while the system beds in. We are working closely with the provider on a daily basis to review performance and make adjustments so the service best meets the needs of our patients and our surgery.
We welcome patient feedback during this period, as it helps us improve the service.
What Is EMMA?
EMMA is an intelligent virtual receptionist created specifically for NHS GP surgeries. She answers calls instantly, manages both clinical and administrative queries, and ensures your request is directed efficiently to the right team.
EMMA can handle hundreds of calls at once, eliminating queues and improving patient access.
How EMMA Works With Anima
To improve access for all patients, EMMA can enter your request directly into our Anima system.
This especially supports patients who struggle with online forms. Patients who are able to use Anima independently are encouraged to continue doing so, as this remains the fastest way to contact the surgery.
What This Means for You
- You tell EMMA your query once — EMMA collects your details and inputs them directly into Anima
- Support for patients unable to complete Anima, including those with accessibility barriers, language needs, or difficulties completing forms
- If you can use Anima, please continue to do so — this keeps phone lines free for those who need additional support
- Faster processing — structured information goes straight into our workflow, reducing delays
- Better information for clinicians — EMMA captures clear, detailed information, improving triage quality
- Ideal for those who prefer speaking — spoken information is recorded accurately and securely
NEW: All EMMA Requests Go Directly to Our Duty GP
Every EMMA submission is:
- Automatically entered into Anima
- Sent directly to the Duty GP for same‑day clinical assessment
This ensures safe triage, prompt identification of urgent issues, fewer delays, and faster clinical responses.
EMMA delivers structured information into NHS systems within seconds.
Why We Use EMMA
We introduced EMMA because we listened to our patients. You told us about common difficulties experienced in GP surgeries, including:
- Interactions at busy times feeling rushed or abrupt
- Poor communication or long waits with no updates
- A lack of empathy when feeling unwell or stressed
- The 8am appointment rush and rigid booking systems
- Lack of privacy when speaking at the front desk or on the phone
- Feeling that reception staff sometimes acted as “gatekeepers”
These issues are common across NHS practices due to high demand and staff pressure.
EMMA helps us respond directly to these concerns.
How EMMA Improves Your Experience
✔ Instant call answering — no long waits
✔ Accurate, structured information — reducing errors and follow‑ups
✔ Seamless NHS integration, including Anima
✔ Multilingual support — EMMA can speak all major NHS languages
✔ Frees reception team time — allowing staff to support patients who need personalised care
✔ Reduces footfall in the practice — calmer, more private waiting areas
✔ Supports essential admin work — referrals, letters, results, and forms processed more efficiently
How EMMA Responds to Common Patient Concerns
- Improves politeness and consistency — calm and respectful every time
- Enhances communication — no interruptions or rushed endings
- Supports empathy — patients often feel more comfortable sharing sensitive details
- Removes access barriers — no need to struggle to get through at peak times
- Protects confidentiality — speak privately without being overheard
- Reduces gatekeeping concerns — EMMA collects information and sends it directly to the Duty GP
EMMA and Prescription Requests
EMMA does not change how you request prescriptions.
Prescription requests should continue to be made via:
- NHS App
- Online services
- Written requests
Please do not use EMMA for medication requests, as this ensures safe prescribing and prevents errors.
Can I Still Speak to a Staff Member?
Yes. If you genuinely need to speak to a receptionist, EMMA can transfer you and your care will not be affected.
However, most queries are processed faster through EMMA, as they go straight to Anima and directly to the Duty GP. During busy periods, calling reception may involve waiting, so using EMMA helps keep phone lines available for those who need extra support.
Is My Data Safe With EMMA?
Yes. EMMA is DTAC‑certified, GDPR‑aligned, and fully compliant with NHS data protection standards.
Your information is stored securely and is only accessible to authorised healthcare staff.
