Our AI call handler EMMA
Our AI call handler EMMA
From March 2026, we will begin using a new digital support system called Quantum Loop AI - EMMA. The system is already in use across the UK and has been developed specifically to support NHS primary care services.
What is EMMA?
EMMA is an AI-driven digital receptionist designed to manage incoming calls and patient request. Its role is to ensure that patient inquiries are answered promptly and directed to the most appropriate member of our team.
Importantly, EMMA does not replace our doctors, nurses, or reception staff. All clinical discussions and care will continue to be delivered by qualified healthcare professionals.
Why are we introducing this system?
GP practices nationwide are experiencing unprecedented demand. EMMA has been introduced to help us manage this safely and sustainably by:
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Ensuring 100% of incoming calls are answered
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Reducing pressure on our reception team
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Allowing staff to focus more time on patient care rather than administrative tasks
Across other UK GP practices, this system has helped improve patient care and has been associated with better GP Patient Survey Results.
What are the benefits for patients?
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Easier access to the patient by phone
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Fewer missed or unanswered calls
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Faster routing of requests to the right clinician or service
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A smoother, more consistent experience when contacting the practise
What challenges should you expect?
As with new system, there may be an adjustment period:
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Some interactions may feel different at first
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There may be minor delays as the system is refined
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We will be closely monitoring performance and patient feedback
Your understanding and feedback during this time will help us improve the service for everyone.
A request for patience and support
We kindly ask for your patience as we make this transition. This change has been made to improve access, efficiency, and sustainability of care at Star Lane Medical Centre. We encourage you to give EMMA a try and to work with us as we continue to improve how the system supports our patients.
Thank you for your continued trust and understanding
kind regards,
The Team at Star Lane Medical Centre
