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How to Contact Support

Supporting you effectively and safely relies on clear, consistent communication. In a healthcare setting, the way questions, issues, and feedback are raised matters, as it allows us to respond accurately, track outcomes, and continuously improve EMMA.

That’s why we use a centralised support model.

How Our Support Model Works

We operate an email-based support service via support@quantumloopai.com, as well as support requests submitted directly through the EMMA dashboard.

This approach is intentional and helps ensure:

  • Clear, auditable communication
  • Accurate tracking of requests and resolutions
  • Reduced ambiguity around configuration changes or clinical workflows
  • Safe, consistent handling of operational and clinical matters

Your account manager remains available for regular check-ins, relationship support, and to ensure everything is running smoothly. However, any specific technical, operational, or workflow-related questions should always be submitted through support so they can be reviewed and handled by the appropriate team.

During Embedding and Ongoing Use

During the embedding period, and throughout your ongoing use of EMMA, we actively encourage you to share all questions, issues, and feedback with the support team.

Centralising communication allows us to:

  • Identify and resolve issues more quickly
  • Route requests to the right specialists
  • Spot patterns and opportunities for improvement
  • Act reliably and safely across all practices

This applies to technical queries, workflow concerns, unexpected behaviour, and general feedback.

Why Your Feedback Matters

We’re here to help, and we genuinely want to hear from you.

Every piece of feedback helps us:

  • Improve EMMA for your surgery
  • Improve the experience for your patients and staff
  • Improve EMMA for all practices using the system

If we receive feedback, we have the opportunity to improve. Nothing is too small — if it’s noticeable or raises a question, it’s worth sharing.

Helping Us Help You Faster

To help us investigate and resolve issues quickly, please include the following where relevant:

  • The phone number used for the call
  • The date and approximate time of the issue
  • A brief description of what happened

Providing these details allows us to locate the relevant logs and take action efficiently.

If you’re ever unsure whether something is worth raising, please raise it anyway. Open communication is key to making EMMA work as well as possible for your practice.