Our New AI Reception System (Emma) – Click here for latest update.

Posted on May 5th, 2026

Our New AI Reception System (Emma)

We would like to update you following the introduction of our new AI receptionist system, Emma, which we implemented on 19th March.

Firstly, we want to acknowledge that we know this change has been frustrating for some patients. We have seen an increase in feedback and comments, including on social media, and we are very sorry for any inconvenience or confusion caused during this transition.

Why We Introduced Emma?

Like many GP practices, we are experiencing very high demand for our services. Emma has been introduced to help us manage this demand more safely and efficiently by:

• Allowing patients to contact us online at any time, without needing to wait on the phone
• Helping us gather the right information first time, so requests can be assessed more quickly
• Supporting our team to prioritise patients based on clinical need
• Reducing pressure on phone lines, especially during the busy 8am period

Benefits for Patients

We expect Emma to improve access over time by:

• Reducing the need to queue on the phone
• Making it easier to submit requests at a time that suits you

Helping ensure urgent cases are identified and dealt with promptly, allowing our team to focus more time on patient care rather than administration

What We Know Isn’t Perfect Yet

We fully recognise that the system is not working perfectly for everyone at the moment. Some patients have found it difficult to use, and others have experienced delays or confusion.

We sincerely apologise for this. Your feedback is important and has been heard.

What We Are Doing

We are working closely with the Emma support team to review feedback and make improvements. This includes:

• Refining how requests are processed and prioritised
• Improving the patient experience when submitting requests
• Supporting our staff to use the system as effectively as possible

We are committed to making this system work better for all our patients.

Please Bear With Us

Introducing a new system is a significant change, and while we believe it will bring long-term benefits, we understand that the early stages can be challenging.

We kindly ask for your patience while we continue to make improvements. Your understanding and feedback are helping us shape a better service.

Thank you for your continued support, patience, and kindness towards our team during this time.

Partners and Managers 

The Thorpe Practice