Introducing EMMA – Our New Virtual Receptionist -Phone Assistant
At Woodseats Medical Centre, we are committed to providing you with the best possible care and continuously improving your experience with us.
One of the biggest challenges we face is answering calls quickly, especially during busy periods. Although our call-back service has helped many patients since its introduction, we know that some of you still experience long waits.
To help with this, we are introducing EMMA, an AI‑powered phone assistant designed specifically for NHS GP surgeries.
What does this mean for you?
When you call the surgery, EMMA will answer straight away – no engaged tone, no hold music, no long menus. All calls are answered within three rings.
Simply tell EMMA what you need. It can help with:
Answers calls quickly – no long waits on hold
Helps you submit your request using our secure AccuRx system
Sends your request directly to our clinical team
Frees up our staff to focus on helping you
Helps to ease the 8am rushWhy are we doing this?
We understand how frustrating it can be to wait on the phone, especially when you’re unwell or worried. EMMA ensures every call is answered instantly, so you’re never left waiting.
This also allows our reception team to spend more time on care navigation, supporting clinicians, and arranging appointments—ensuring you receive the right care at the right time.
Will I still be able to speak to a person?
Absolutely. Our reception team isn’t going anywhere.
If you prefer to speak to someone directly, just tell EMMA and she will transfer you. EMMA is here to support our team, not replace them.
When is EMMA available?
EMMA will answer calls during our normal practice opening hours.
Is it safe?
Yes. EMMA has been developed specifically for the NHS and meets strict clinical safety standards. Your information is handled securely, and anything requiring clinical attention is reviewed by our team.
Nothing else is changing
We’ve introduced EMMA because we know how stressful it can be to wait on hold. Now, every call is answered straight away. Our team is still here for you; EMMA simply helps us help you faster.
Our reception team remains at the heart of Woodseats Medical Centre. EMMA just ensures you’re never left waiting to get through.
