Important Update: Emma AI Receptionist

Posted on September 22nd, 2026

Important Update: Emma AI Receptionist

Following careful consideration and feedback from our patients, we have made the decision to discontinue our Emma AI Receptionist service from 4 November 2026.

When we introduced Emma, our aim was to explore new ways of managing increasing demand and improving access to the practice. While many patients found the system helpful, we also received significant feedback from patients who felt it did not meet their needs or preferences.

We want our patients to know that we have listened.

As a result, from 5 November 2026, all incoming telephone calls will once again be answered directly by our Reception Team.

What this means for patients

Whilst we believe this is the right decision for our practice and our patients, it is important to understand that removing Emma will result in a significant increase in the volume of calls handled by our Reception Team.

This may lead to:

• Longer call waiting times, particularly during busy periods.
• More patients waiting in telephone queues.
• Increased pressure on our Reception Team as they manage telephone enquiries alongside patients attending the practice in person.

To support this transition, we will continue to invest in and strengthen our Reception Team to ensure patients receive the best service possible.

Please continue to use our online services where possible

Patients who are able to access and submit requests through our online consultation form are encouraged to continue doing so.

You can access the online form here:

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

Using the online form helps to keep telephone lines available for patients who are unable to use online services or who need to speak to us directly. It also enables our team to review and prioritise requests more efficiently, ensuring patients receive the most appropriate support as quickly as possible.

It is important to note that there is no advantage in telephoning the practice at 8:30am to have a receptionist complete an online request on your behalf. In most cases, patients who are able to submit their own online request will find this is the quickest and most effective way of contacting the practice.

Online requests are reviewed promptly and can often be processed more quickly than requests made by telephone. By completing the online form yourself, you can help us prioritise telephone access for patients who genuinely need to use the phone, including elderly patients, those with communication difficulties, and those who do not have access to online services.

Your support in using the online form, where appropriate, will help us manage demand more effectively and ensure that our phone lines remain available for patients who need them most.

Please be kind to our staff

Our receptionists work incredibly hard every day to support patients and help them access the care they need. They do not set national NHS policies relating to appointments, prescriptions, waiting times or service capacity, but they do their very best to assist every patient.

We ask all patients to treat our staff with courtesy, patience and respect, particularly as we adjust to this change and manage potentially longer waiting times.

The practice operates a Zero Tolerance Policy towards verbal abuse, threatening behaviour, intimidation or aggression directed at any member of staff. Any unacceptable behaviour may result in action being taken in accordance with NHS guidance and practice policy.

We appreciate your understanding and support as we make this transition and continue working to provide the best possible service for our community.

Partners and Management
The Thorpe Practice