Introducing EMMA – Our New AI Phone Assistant

We are introducing Emma AI to help improve access to the practice by phone, particularly for patients who need to speak 
with us urgently or who find it difficult to call at busy times.

Emma AI helps us manage high call volumes more efficiently, ensuring that patients are directed to the right help, at the right time, while keeping our phone lines available for those who need them most.

How Emma AI Helps

• Reduces long wait times on the phone
• Helps prioritise urgent and clinical requests
• Frees up phone lines for patients who need personal support
• Allows our team to focus on patient care rather than call queues

Emma AI does not replace our reception team. Instead, it supports them by handling routine requests so our staff can give more time to patients who require additional help.

Phone Access for Those Who Need It - We understand that some patients:

• Are not comfortable using online services
• Have accessibility or communication needs
• Require reassurance or support by phone

If you need to speak to a member of the practice team, you can still call us, and Emma AI will help ensure your call is routed as quickly and appropriately as possible.

Still Unsure? Please be reassured that:

• Your care remains our priority
• Our team is always available to help
• Emma AI is designed to make access fairer and faster for everyone

If you have any concerns or need support using our systems, please speak to a member of our reception team.

Calling your GP surgery should be simple. - When you call the practice as normal, EMMA answers straight away — no hold music and no waiting. She listens, 
understands your reason for calling, and asks a few simple questions.

This helps ensure that requests such as:

• appointment enquiries
  
• prescription requests
• fit notes
• general administrative queries

are sent directly to the right team with the right information, helping us respond faster.

Our team is still here.
EMMA helps the Crocus team by handling routine triage — so they can focus on supporting patients who need them most.

Can I still speak to a person?
Yes. Absolutely.
If you need to speak to a member of staff, EMMA will transfer you immediately. You will always have access to a human when you need one — the choice is yours.

What if I don’t speak English as my first language?
EMMA can speak all major languages and understands different accents. If there is ever any confusion, she will transfer you to a member of the practice team straight
 away.

What if it’s an emergency?
EMMA is trained to recognise emergencies.
She will direct you to contact 999 or NHS 111 immediately, or transfer you to surgery staff if appropriate.
Your safety always comes first.

I’m not good with technology — will this be complicated?
Not at all.
There are no apps, no buttons and nothing new to learn.
Just call the surgery as you normally would — EMMA answers, and you speak.

What about privacy?
Your call is private and confidential.
EMMA allows you to share information discreetly, without other patients overhearing.
There’s no judgment — just support.