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EMMA AI Phone Assistant
At Riverside Surgery, we are committed to continually improving the way patients can access our services. From 1 August 2026, we will introduce EMMA, an NHS-approved AI-powered phone assistant, to help answer calls more quickly and ensure patients receive the support they need without unnecessary delays.
Remember: If you would prefer to speak to one of our reception team at any time during your call, simply say "Receptionist", "Reception", or "Speak to a person" and EMMA will transfer your call during surgery opening hours.Insert important content here.
Our reception team is still here to help you.
Purpose
The purpose of introducing EMMA is to:
- Ensure every call is answered promptly.
- Reduce waiting times and engaged tones.
- Improve access to our services.
- Support our reception team so they can focus on assisting patients with more complex enquiries.
- Enhance the overall patient experience.
EMMA supports our reception team—it does not replace them.
How EMMA Works
When you telephone Riverside Surgery during our normal opening hours, your call will initially be answered by EMMA.
EMMA can assist with a range of enquiries, including:
- Appointment requests
- Prescription enquiries
- General practice information
- Directing your call to the appropriate service
- Connecting you to a member of our reception team when required
Simply tell EMMA why you are calling and it will guide you through the appropriate options.
Speaking to a Receptionist
Patients who wish to speak directly with a member of our reception team can continue to do so.
Simply say:
- Receptionist
- Reception
- Speak to a person
EMMA will transfer your call during surgery opening hours.
Our reception team remains available and continues to provide the same friendly support as before.
What Has Changed?
The only change is how your call is initially answered.
There are no changes to:
- How appointments are booked.
- How prescriptions are requested.
- The clinical services we provide.
- Face-to-face reception services.
- The care you receive from our clinicians and staff.
Patients may still visit any of our surgery sites during normal opening hours.
Safety and Confidentiality
EMMA has been developed specifically for use within NHS General Practice and meets appropriate NHS standards for security, confidentiality and clinical safety.
All information provided is handled securely in accordance with:
- UK General Data Protection Regulation (UK GDPR)
- Data Protection Act 2018
- NHS Information Governance requirements
Where appropriate, our clinical and administrative teams will review information that requires further action.
If EMMA Cannot Help
If EMMA is unable to resolve your enquiry, or you would simply prefer to speak with a member of our team, your call will be transferred to a receptionist who will be happy to assist you.
Benefits to Patients
Introducing EMMA allows us to:
- Answer every call more quickly.
- Eliminate engaged tones wherever possible.
- Reduce time spent waiting on hold.
- Direct patients to the most appropriate service sooner.
- Improve access to the practice.
- Allow our reception team to spend more time supporting patients who need additional assistance.
Feedback
We welcome patient feedback regarding our telephone system.
If you would like to provide comments or suggestions about EMMA or any aspect of our service, please contact the Practice Manager or submit feedback through our website.
Frequently Asked Questions (FAQs)
Will I still be able to speak to a receptionist?
Yes.
Our reception team remains available to help you.
If you would prefer to speak directly to a member of staff, simply say "Receptionist", "Reception", or "Speak to a person" and EMMA will transfer your call during surgery opening hours.
Is EMMA replacing the reception team?
No.
EMMA has been introduced to support our reception team by answering calls immediately and directing patients to the appropriate service. Our receptionists continue to provide the same high level of support and assistance.
Why has Riverside Surgery introduced EMMA?
Patients have told us that waiting in telephone queues and hearing engaged tones can be frustrating.
EMMA helps ensure every call is answered promptly, reducing waiting times and making it easier for patients to access the surgery.
Does EMMA make clinical decisions?
No.
EMMA does not diagnose medical conditions, provide medical advice or make clinical decisions.
It simply gathers information about why you are calling and directs your enquiry to the appropriate service or member of the team.
Is my information kept confidential?
Yes.
EMMA has been designed specifically for NHS General Practice and complies with UK GDPR, the Data Protection Act 2018 and NHS Information Governance standards.
Your information is handled securely and only used to help process your enquiry.
Can I still visit the surgery in person?
Yes.
Nothing has changed regarding our reception desks. Patients are welcome to attend the surgery during normal opening hours.
Will EMMA book my appointment?
EMMA can gather information about your appointment request and direct your enquiry appropriately.
Appointments will continue to be managed in accordance with Riverside Surgery's existing appointment and triage processes.
What if EMMA doesn't understand what I'm saying?
If EMMA is unable to understand your request, simply repeat your enquiry clearly or ask to speak to a receptionist.
If required, your call will be transferred to a member of our reception team.
Can I request a prescription through EMMA?
Yes.
EMMA can assist with prescription enquiries and direct your request appropriately.
Where possible, we continue to encourage patients to request repeat prescriptions using the NHS App, online services or their nominated pharmacy.
Is EMMA available all the time?
EMMA answers calls during the surgery's normal telephone operating hours.
Outside these hours, patients will continue to hear our usual out-of-hours message directing them to the appropriate service, including NHS 111 or emergency services where necessary.
Will EMMA make it harder to contact the surgery?
No.
Our aim is the opposite.
EMMA has been introduced to ensure calls are answered immediately, reducing queues, eliminating engaged tones where possible and improving access to our services.
I don't like speaking to automated systems. What should I do?
We understand that some patients prefer speaking directly with a person.
Simply ask to speak to a Receptionist, and EMMA will transfer your call during surgery opening hours.
Does EMMA replace NHS 111?
No.
EMMA is Riverside Surgery's telephone assistant only.
If you need urgent medical advice when the surgery is closed, please contact NHS 111.
If you have a life-threatening emergency, always dial 999 immediately.
Will this affect vulnerable patients or those who need additional support?
No.
Riverside Surgery remains committed to providing accessible services for all patients.
If you require additional support because of a disability, communication difficulty or another individual need, please let our reception team know so we can make reasonable adjustments wherever possible.
Can I provide feedback about EMMA?
Yes.
We actively welcome feedback from our patients.
Your comments help us improve the services we provide and ensure EMMA continues to meet the needs of our patients.
Feedback can be provided by contacting the Practice Manager or via the feedback section of our website.
Riverside Surgery remains committed to providing safe, accessible, high-quality healthcare for all our patients. EMMA has been introduced to improve access to our services while ensuring our reception team continues to provide the personal support our patients value.