21/03/2026
EMMA is Coming to The Community Practice – 27th March 2026
Meet EMMA – Our AI Reception Assistant
(Powered by QuantumLoopAI)
We are pleased to introduce EMMA, our new AI powered reception assistant designed to improve access, reduce waiting times, and ensure every patient receives timely help. EMMA is provided by QuantumLoopAI, the UK’s leading provider of NHS integrated AI reception technology.
What Is EMMA?
EMMA is an intelligent virtual receptionist created specifically for NHS GP surgeries. She answers all 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, while those able to use Anima independently are encouraged to continue doing so for the fastest response.
What this means for you
• You tell EMMA your query once — She collects your details and inputs them directly into Anima.
• Support for patients unable to complete Anima — EMMA helps those with accessibility barriers, language needs, or difficulties completing forms.
• If you can use Anima, please continue — 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 — EMMA ensures 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, fewer delays, prompt identification of urgent issues, 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 difficulties commonly experienced within GP surgeries:
• 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 — EMMA answers immediately.
✔ Accurate, Structured Information
Clear information goes directly into our systems, reducing errors and follow ups.
✔ Seamless NHS Integration
EMMA integrates smoothly with existing NHS systems, such as AccuRx.
✔ Multilingual Support
EMMA can speak in all major NHS languages, improving inclusivity.
✔ Frees Reception Team Time
Over 90% of routine calls can be handled automatically, freeing staff to support patients who need personalised care.
✔ Reduces Footfall in the Practice
Fewer patients need to attend the surgery just to ask questions, keeping the waiting room calmer and more private.
✔ Allows Staff to Complete Admin Duties
Reduced phone pressure and fewer walk ins means staff can complete essential tasks more efficiently (referrals, letters, results, forms), preventing delays.
How EMMA Responds to Common Patient Concerns
• Improves politeness & consistency — EMMA is calm and respectful every time.
• Enhances communication — No interruptions or rushed endings.
• Supports empathy needs — Patients often feel more comfortable sharing sensitive details with EMMA.
• Removes access barriers — No more struggling to get through at peak times.
• Protects confidentiality — You can speak privately without being overheard.
• Reduces gatekeeping concerns — EMMA simply 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 submitted in the usual approved ways:
• NHS App
• Online services
• Written requests
This ensures safe prescribing and prevents errors.
Please do not use EMMA for medication requests.
Can I Still Speak to a Staff Member?
Yes — if you genuinely need to speak to a receptionist, EMMA can transfer you. 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 mean 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 data is stored securely and only accessible to authorised healthcare staff.
