Patient List and VIP Bypass Settings

Purpose of This Article

This article explains the two patient list features available in EMMA: the Caller ID patient list and the VIP bypass list. It covers what each one does, how to set them up, and how to manage them after go-live.

The Patient List and Caller ID

The Caller ID feature allows EMMA to recognise and validate patients automatically when they call, speeding up the initial identification process before PDS validation takes place.

To enable Caller ID, a one-time upload of your patient list is required during onboarding. This upload is done securely via a password-protected Microsoft SharePoint link hosted on NHS-approved Microsoft Azure UK infrastructure. The SharePoint location is a temporary transfer point only. Once your file has been received, it is imported into QuantumLoopAi's secure, encrypted database and the temporary file is deleted.

Patient data is encrypted at rest and in transit and stored exclusively within Microsoft Azure UK data centres.

The patient list upload is a one-time process. You do not need to provide an updated list every time new patients register. After go-live, all new patients are handled automatically through live PDS validation, which runs on every call regardless of whether Caller ID is enabled.

Caller ID is optional. If your Data Protection Officer (DPO) prefers not to upload a patient list initially, EMMA will still operate normally using live PDS validation for all patients. Caller ID can be activated at any point after go-live if you change your mind.

The VIP Bypass List

The VIP bypass list is your surgery's way of telling EMMA which patients should bypass her entirely and be transferred directly to a human receptionist every time they call.

Patients on the VIP list are always transferred to reception immediately, regardless of EMMA's transfer sensitivity settings or capacity status.

Who to include on the VIP list is entirely your surgery's decision. There are no set rules. Common examples from other surgeries include:

• Patients with active cancer treatment
• Patients with palliative care needs
• Patients with learning disabilities
• Patients on safeguarding registers
• Housebound patients
• Any patient where a familiar reception voice matters most

Your clinical team is best placed to decide who should be on the list. It can be as long or as short as you choose.

How to Update the VIP List

The VIP list can be updated at any time directly from the dashboard. Individual patients can be added or removed as needed. There is no need to contact the QuantumLoopAi team to make changes.

If you have not yet set up your VIP list, it is available from your dashboard and takes only a few minutes to configure. We recommend reviewing and setting up the list before go-live so your clinical team has confidence that vulnerable patients are handled appropriately from day one.

Can the VIP List Be Automated?

One approach is to configure EMMA to detect when a patient states they are over a certain age during a call and route them directly to reception automatically. This can be explored with the QuantumLoopAi technical team. Surgeries should raise this requirement during onboarding or contact the support team after go-live.

Patients Who Always Bypass EMMA

In addition to your VIP list, certain call types always trigger an immediate transfer to reception regardless of your VIP settings. These include:

• Any caller flagged as a vulnerable or VIP patient from your list
• A parent or carer calling about an unwell baby under 12 months
• Emergency red flag symptoms such as chest pain, stroke symptoms, or severe breathing difficulty
• Calls involving suicidal ideation or self-harm
• Death registration calls
• Patients who state they do not have internet access or cannot use a computer
• Calls from hospitals or pharmacies

These safety overrides cannot be changed and are always active.

Troubleshooting

A patient on the VIP list was not transferred to reception. Contact the QuantumLoopAi team immediately with the call details. We will investigate and ensure the VIP configuration is working correctly.

We are unsure how to access the VIP list on the dashboard. Contact the QuantumLoopAi team and we will walk you through where to find it.

We want to go live without uploading a patient list. This is fine. Caller ID is optional. EMMA will operate normally using live PDS validation. Let your QuantumLoopAi account manager know your preference during onboarding.

We uploaded a patient list but have concerns about data security. All uploaded patient data is handled in accordance with NHS data security standards, including DTAC certification, DSPT compliance, and AES-256-bit encryption. Contact the QuantumLoopAi team if you would like to request a copy of the relevant documentation or discuss your concerns.

FAQs

Do we have to use the VIP list? No. The VIP list is entirely optional. EMMA will still transfer patients to reception if they request it or if a safety override is triggered. The VIP list is simply an additional layer of control for patients your team wants to ensure always reach a human.

How many patients can be on the VIP list? There is no limit on the number of patients you can add to the VIP list.

Can we export or download our VIP list? Contact the QuantumLoopAi team if you need to export your VIP list data.

What happens if a VIP patient calls when reception is busy? The call is transferred to your surgery bypass number as normal. EMMA does not make clinical decisions about how the call is handled once it reaches your team.

Can we add patients to the VIP list after go-live? Yes. The VIP list can be updated at any time from your dashboard. There is no need to contact the QuantumLoopAi team to make individual changes.