Many of you have shared with us how you feel about EMMA, our virtual receptionist, and we want to take a moment to be honest and open with you.
We understand that speaking to a computer instead of a person can feel unfamiliar, and for some of you, it has felt frustrating or even a little frightening. That is a completely understandable reaction, and we don't take it lightly.
We want you to know that EMMA is not here to replace the people who care for you. She is here to make sure you can actually reach those people when you need them most.
What life was like before EMMA
Many of you will remember the long waits on the phone, sometimes over 10 minutes just to get through to the practice. Our reception team was doing everything they could, but with so many patients trying to call at the same time, there were only so many calls they could pick up at once. Patients were waiting, getting frustrated, and sometimes giving up before reaching us at all. That is not the kind of service we want to give you.
What EMMA has changed
Since EMMA started, every single one of your calls is answered straight away. No long waits. No engaged tones. No giving up because no one is picking up. Last week alone, EMMA was able to answer 2000 calls in the time it would have taken our reception team to handle 800. That is not a number we share to be impressive. It is a number that tells us patients are getting through who otherwise wouldn't have.
What our reception team is doing now
The biggest gift EMMA has given us is time, and that time has gone straight back to you. Our reception team is no longer stuck on the phones all day. They are now able to spend more time helping you in person at the front desk, helping with your appointment bookings, supporting you with prescription queries and being available when you need a real human being to help with something complex. They are still here, every day, doing what they have always done. They simply have more time to do it well.
Things we want you to remember
- You can always speak to a real person if you need to. EMMA is happy to put you through to a member of our reception team whenever you ask. We do gently ask, though, that you give EMMA a chance first, because she can often help you faster than waiting for a member of our team to become free, and choosing to wait for reception means another patient, perhaps someone vulnerable or in greater need, may have to wait a little longer for the help they need. It's a small thing, but it makes a real difference to how we care for everyone.
- EMMA does not decide your care. She gathers your information and passes it on. Every appointment, every prescription, every decision about your health is still made by a human, your GP, your nurse, your clinical team. That has not changed and will not change.
- If you are a vulnerable patient, or if speaking to EMMA simply isn't right for you, please let us know. We will arrange for your calls to come straight through to a member of our team, every time.
We're listening
We know EMMA isn't perfect yet, and we are working closely with her team every single week to improve how she speaks to you, the questions she asks, and the way she handles your calls. Every time you give us feedback, it goes directly to that team and helps shape what changes next.
Thank you for trusting us as your practice. We know this is a big change. Please give us a little time to make sure EMMA works for you, because that is the only reason she is here.
