Who is EMMA?
The AI receptionist built for NHS GP surgeries.
Who is EMMA?
EMMA is the AI receptionist built specifically for NHS GP surgeries. She answers every patient call instantly, handles hundreds of calls simultaneously, and integrates directly with your consultation tools.
EMMA is the first DTAC-certified AI reception platform in the NHS, pioneering AI reception since 2023. Your reception team focuses on patient care while EMMA eliminates phone queues completely.
What EMMA Does
When a patient calls a surgery using EMMA, she handles the conversation from start to finish. She listens to the patient's reason for calling, asks relevant questions, and collects the information the surgery team needs.
EMMA handles over 90% of daily calls, including:
- Appointment requests
- Repeat prescription requests
- Administrative enquiries such as sick notes, test results, and referrals
- Guidance to the correct NHS service, including 111, 999, and Pharmacy First
- General queries about the surgery's services and opening hours
Once the call is complete, EMMA submits the patient's request directly into the surgery's existing consultation tools. Your team gets clean, complete information. Patients get instant answers.
Built for Every Patient
EMMA is designed to be accessible for all patients, regardless of age, language, or technical ability.
- EMMA speaks all major NHS languages, with over 10 clinically tested languages currently supported
- Patients call their surgery's normal number from any phone — no app, no buttons, no technology to learn
- Patients can share sensitive health details privately and without embarrassment, with no other patients overhearing
- EMMA never rushes a caller. She responds consistently and respectfully every single time
Clinical Safety
EMMA recognises urgent situations immediately and routes them appropriately. She identifies keywords and phrases that indicate emergencies. When she detects something urgent, she directs the patient to call 999 or 111 immediately, or transfers the call to the surgery team.
EMMA does not make clinical decisions. She captures what the patient tells her accurately and passes it to the right person. Clinical decisions remain with the surgery at all times.
If a patient asks to speak to a person at any point, they are transferred immediately. No patient is ever stuck with AI only.
What EMMA Does Not Do
EMMA does not access patient records, prescribing systems, or medication history. She does not provide clinical advice, diagnose conditions, or book appointments directly. Her role is to take patient requests accurately and pass them to the surgery team for action.
How EMMA Supports Surgery Teams
EMMA does not replace reception staff. She handles the high volume of routine inbound calls, freeing reception and administrative teams to focus on face-to-face patient support, care navigation, and work that requires human judgement.
Practices report that reception teams become significantly less stressed after EMMA goes live. The constant pressure of overwhelming call volumes disappears. Staff focus on the work they find most meaningful.
Proven Results
EMMA is delivering measurable results across NHS surgeries today.
- 100% of calls answered within three rings
- 82% of patient calls handled automatically without staff intervention
- 81% uplift in GP patient survey scores on phone access
- Up to 80% reduction in reception staffing costs
- Average saving of 15 work days per week per practice
- 4x equivalent reception staff capacity per 10,000 patient list size
How EMMA Fits Into Your Existing Setup
EMMA works with your existing telephony and consultation tools. You do not need new hardware, new phone infrastructure, or to migrate any data.
EMMA connects to your phone system so calls route to her first. She either handles the request completely or transfers to your team with full context already captured. Patient requests flow directly into your existing consultation platform, so staff see them in the same place they always have.
Most practices go live within two to three weeks.
Dropped Calls
If a call disconnects unexpectedly, SOPHIA, QuantumLoopAI's intelligent SMS follow-up assistant, automatically reaches out to the patient by text so they can complete their request without needing to call back. QuantumLoopAI achieves a 41% average re-engagement rate with this follow-up.
NHS Compliance and Security
EMMA is built to meet NHS data and clinical safety standards.
- First DTAC-certified AI reception platform in the NHS
- DSPT compliant
- Cyber Essentials Plus certified
- UK GDPR compliant
- Every release clinically reviewed under DCB0129 and DCB0160
- All patient data hosted within NHS-approved Microsoft Azure infrastructure in England
- Data never leaves the UK
Get in Touch
If you are an NHS organisation interested in learning more, visit quantumloopai.com or feel free to book a EMMA demo call from here. You can also contact us at support@quantumloopai.com.