Emma AI Receptionist Update

Posted on November 11th, 2026

As previously communicated, Emma AI Receptionist has now been switched off, and all incoming telephone calls are now being answered directly by our Reception Team.

We are pleased to return to a fully receptionist-led telephone service; however, we expect call volumes to increase significantly as a result. This may mean longer waiting times on the phone, particularly during busy periods.

Please continue to use our online triage service where possible

Our Accurx Online Triage service remains available and is still the quickest and most effective way for many patients to contact the practice and request an appointment.

You can access the service here:

https://accurx.nhs.uk/patient-initiated/c88647

Using the online form allows our clinical team to review and prioritise requests appropriately and helps keep telephone lines available for patients who are unable to use online services or who need to speak directly with a receptionist.

There is no advantage in telephoning the practice and asking a receptionist to complete an online request on your behalf if you are able to submit the form yourself. In most cases, completing the form directly is quicker and enables us to respond more efficiently.

By using our online triage service where appropriate, you can help us ensure that telephone access remains available for:

• Elderly patients
• Patients with communication difficulties
• Patients without internet access
• Patients who need to speak directly with a member of our Reception Team

Please be kind to our reception team

Our receptionists work incredibly hard every day to help patients access the care and support they need. As we adjust to this change, there may be periods of increased demand and longer waiting times. We respectfully ask all patients to treat our staff with courtesy, patience and respect.

Our reception team do not set national NHS policies, appointment availability, waiting times or service capacity. They are here to help and will do their very best to assist every patient.

The Thorpe Practice operates a Zero Tolerance Policy towards verbal abuse, threatening behaviour, intimidation, harassment or aggression directed at any member of staff. Any unacceptable behaviour may result in action being taken in line with NHS guidance and practice policy, including removal from the practice list where appropriate.

We appreciate your understanding and support as we continue to provide the best possible service for our patients and community.

The Thorpe Practice