Introducing EMMA

We are always looking for ways to make it easier for you to contact the surgery and get help. We are pleased to introduce EMMA, our new phone assistant. EMMA helps us answer calls quickly and safely, especially when we are very busy.

Our reception team already works very hard helping patients on the phone and at the front desk, all at the same time. Sometimes many people call at once, while others are waiting at the desk. This can mean some patients have to wait. EMMA helps us answer every call straight away, even at busy times. Patients with urgent issues are no longer waiting in a queue to reach us.

When you call the surgery, EMMA will answer your call straight away. She will ask a few simple questions about what you need. She will then send your request to the right team or connect you to reception if needed. This means no engaged tones, no long waits on hold, no complicated phone menus and your request gets to the right person more quickly.

Our reception team is still here as before as EMMA is here to support them, not replace them. In most cases EMMA can help you straight away, so please try this first when you call. Because EMMA answers calls straight away, our reception team can spend more time dealing with the most complex and important questions and this helps us give a safe and caring service for everyone.

EMMA can speak 17 different languages. This helps us support patients who speak in a different language and saves staff time.

Your information is safe and secure. EMMA is designed for NHS GP practices and follows strict data protection and safety rules. Find out more in our Privacy Notice.

Overall, this means your call is answered straight away, your request is handled quickly and safely, and you spend less time waiting. Our team is still here to help you as always. EMMA helps us make sure no call is missed and everyone gets help as quickly as possible.

If you have any questions or feedback, please speak to a member of our team.

Published: Feb 23, 2026