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Step 7 – Patient list upload for Caller ID

One of the most noticeable improvements EMMA brings for patients is how quickly and smoothly their call is handled. A key part of this is EMMA’s Caller ID feature, which allows patients to be recognised automatically when they call the practice.

By identifying patients in the background as soon as a call starts, EMMA removes unnecessary verification steps and allows patients to move straight into explaining why they’re calling. This creates a faster, calmer, and more reassuring experience — particularly during busy periods.

Why This Is Important

Caller ID enables EMMA to: 

  • Reduce the time patients spend on identity checks
  • Remove friction at the start of calls
  • Improve call flow during peak demand
  • Deliver a noticeably better experience from day one

This feature works quietly in the background and supports efficient call handling without changing your existing clinical safety processes.

What We Need From You

To enable Caller ID, we need a one-time upload of your patient list via our secure transfer system.

This password-protected list is hosted on NHS-approved Microsoft Azure UK infrastructure and is used solely as a secure, temporary transfer point between your practice and our system.

How We Protect Patient Data

We know how important patient data security is. Protecting your data is fundamental to how EMMA operates.

Once your file is received:

  • It is immediately imported into our secure, encrypted system
  • Data is encrypted both at rest and in transit using AES-256-bit encryption
  • All data is stored exclusively within Microsoft Azure UK data centres
  • Processing is fully covered by our DTAC, DPIA, and DSPT compliance
  • Our systems are independently tested through annual CREST-accredited penetration testing

The temporary SharePoint upload is deleted immediately after the import is completed. From that point on, your data is governed by the same NHS-grade security standards applied to clinical systems.

PDS Validation Remains in Place

Caller ID does not replace PDS checks. Every call is still validated against PDS before any submission is completed.

Caller ID simply speeds up the initial patient match while the patient explains their reason for calling.

Deadline

Please upload your patient list within 48 hours.

This step enables one of EMMA’s most impactful features and ensures your patients benefit from a smoother call experience from day one.

If you have any questions about the upload process or data security, the QuantumLoop AI team is here to support you.