Employer National Insurance is one part of the cost of running a GP reception team. When staffing costs change, the useful response is to review the whole workload and budget, including the work that remains after any new service is introduced.
Start with the practice’s current payroll information. GOV.UK publishes National Insurance rates and categories; the applicable contribution depends on earnings and category. Use the current rules and the practice’s payroll calculation rather than carrying forward an old illustrative figure.
Map the work before pricing a change
Reception work includes more than answering the telephone. Colleagues receive requests, clarify information, coordinate with other teams and support people who need a human conversation. A service that changes the telephone stage may leave other work in place.
Review a representative period, including busy mornings and ordinary quieter sessions. Record the types of requests, the staff time involved and the follow-up each request creates. This gives the practice a basis for judging where support would be useful.
Compare complete costs over the same period
- Include setup, subscription, usage, integration and support charges.
- Include training and the staff time needed to manage requests after the call.
- Check the effect of changes in call volume, patient numbers and practice configuration.
- Include transition and exit arrangements when comparing offers.
Time released for other work and a reduction in expenditure are different outcomes. If a receptionist uses released time to support patients, that may be valuable without reducing the payroll bill. Keep those benefits separate in the business case.
Set a review point before the pilot
Agree what improvement would justify the complete cost. Review completed requests, repeat contacts, corrections, patient feedback and staff workload together. Fast answering alone will not show whether the practice has less work overall.
Give colleagues a clear route for reporting issues. A useful review should make visible both the work removed and any work newly created, so the practice can decide what to change next.
Where EMMA can be assessed
EMMA by QuantumLoopAI supports administrative patient access for NHS GP surgeries during surgery hours. It does not provide clinical advice or make clinical triage decisions. The actions available must be confirmed for the practice’s proposed configuration.
Review EMMA against the tasks identified in your workload map. Ask for the current complete quote and a demonstration of the proposed configuration. Claims about lower turnover, reduced absence or cash savings should be supported by evidence relevant to the practice, rather than treated as automatic consequences of introducing AI.
Explore EMMA for GP surgeries or book an EMMA demonstration to review the workflow and evidence relevant to your practice.
For a related practical guide, read Understanding GP Practice Costs: Workload, Capacity and Value.
