AI Digital Assistant

AI Digital Assistant (EMMA) and Your Contact with the Practice

(QuantumLoop Digital Assistant: EMMA)

We use a secure NHS-approved digital assistant called EMMA, provided by QuantumLoop Technologies, to help manage patient contact and improve access to care.

You may interact with EMMA when you:

• call the practice
• use an online form or web chat
• receive a message asking for more information about your request

What is a digital assistant?

A digital assistant is like a receptionist.

It asks you questions about your request so we can:

• understand your needs
• direct your request to the right team
• respond safely and efficiently

This helps us make sure patients get the right care, from the right person, at the right time.

The system does not make decisions about your care.

All requests are reviewed by trained staff or clinicians.

Can I opt out?

If you would prefer not to use the digital assistant, you can ask to speak to one of our team. Just ask EMMA and she will put you through.
This will not affect your care.

What information is used?

The digital assistant may collect:

• your name, date of birth and contact details
• information about your symptoms or request
• messages you provide through calls, forms or web chat

It only collects information relevant to your care or request.

Are calls recorded?

Calls handled through the digital assistant may be recorded and transcribed to support safe care and quality assurance.

Recordings are kept securely for up to 30 days and then deleted in line with NHS data retention rules.

Who can see my information?

Only authorised healthcare staff involved in your care can access your information.

The supplier (QuantumLoop Technologies):

• acts as a data processor for the practice
• cannot access your information unless authorised for support or safety reasons
• must follow strict NHS and UK data protection laws

How is my data kept safe?

The EMMA system:

• meet NHS data security standards
• follow UK GDPR rules
• use strong security controls and encryption
• keep data stored in UK-approved secure systems

How is my information used?

Your information is used only to:

• help manage your request
• support triage and access to care
• communicate with you about your care
• support safe and efficient practice services

Your data is:

• not used for advertising
• not sold
• not used for profiling or non-care purposes

How long is information kept?

• Call recordings are stored for up to 30 days
• Information shared with the practice becomes part of your care record where appropriate
• GP records are retained in line with NHS record-keeping rules

What are the benefits?

Using the digital assistant helps to:

• improve access to care
• ensure requests are handled safely
• reduce waiting times on the phone
• direct you to the most appropriate service
• improve patient safety and service quality

More information

If you have any questions, please speak to a member of our team. You can also read our Privacy Notice

The digital assistant is a safe and secure tool that helps us manage requests and support your care more effectively.

You remain in control of your information and your choices at all times.