Staff Training: What to Expect Before Go-Live
All relevant practice staff are required to complete EMMA training before your surgery goes live. This article explains what the training involves, who needs to complete it, how to get your team enrolled, and how to track progress.
Purpose of This Article
Training completion is a dependency for go-live. This article helps practices understand what the training involves, get their team enrolled promptly, and track completion so nothing delays the go-live date.
Main Content
Why Training Matters
EMMA changes how patient calls are handled at your surgery. Your reception and administrative team will no longer be answering the majority of inbound calls themselves. Instead, they will be reviewing and actioning structured patient requests that arrive in your consultation inbox.
Training ensures your team understands how EMMA works, what to expect, and how to use the dashboard. A well-prepared team makes go-live smoother and reduces uncertainty on the first day.
Who Needs to Complete Training
At minimum, the following staff should complete training:
- All reception and administrative staff who handle patient calls or manage the consultation inbox
- Practice managers
- GP partners (recommended, so they understand how the system works from a clinical and operational perspective)
Training for other clinical and non-clinical staff is optional and at your practice's discretion.
The training content is the same for all roles. There are no separate clinical or administrative modules.
What the Training Covers
The training is a structured online course covering:
- What EMMA is and how she handles patient calls
- How patient requests arrive in your consultation inbox
- How to use the QuantumLoop AI dashboard
- How to enable and disable EMMA
- How to manage VIP and vulnerable patient lists
- How EMMA handles emergency and urgent calls
- What to expect during the bedding-in period
The course is made up of short videos and knowledge checks. It takes approximately 60 minutes to complete in total.
How the Training Works
Training is delivered through an online platform. Each staff member receives their own login credentials by email and completes the course in their own time.
Key facts:
- The training can be completed in segments and does not need to be done in one sitting
- There is no deadline for individual sessions within the course — staff can pause and return as needed
- Training is available at any time and can be accessed from any device
- QuantumLoop AI provides your practice with a weekly progress report so you can see who has and has not yet completed the training
When to Start Training
Training can begin at any point during the onboarding process. QuantumLoop AI recommends starting after your port has been initiated but before your port acceptance date is confirmed. This makes productive use of the waiting period and ensures your team is ready well in advance of go-live.
Training must be completed before your bedding-in period begins. If some staff have not completed training by the proposed go-live date, speak to your account manager. Go-live dates can be adjusted if needed.
How to Get Your Team Enrolled
To enrol your staff, you need to submit a list of team members to QuantumLoop AI. The list should include the following details for each person:
- First name
- Last name
- Email address
- Job role
- Surgery name
- ODS code
How to submit the list: Download the staff template from your Onboarding Journey Page under the Surgery Training section. Complete it with your team's details and upload the completed file back to the same page.
Once QuantumLoop AI receives your list, your team will be enrolled and each staff member will receive their login credentials by email.
If anyone does not receive their login details within a few working days of submission, contact support@quantumloopai.com.
Step-by-Step Instructions
- Identify all staff members who need to complete training. Include reception, administration, and practice managers as a minimum.
- Download the staff template from your Onboarding Journey Page under Surgery Training.
- Complete the template with each team member's details: first name, last name, email address, job role, surgery name, and ODS code.
- Upload the completed template back to the Onboarding Journey Page under Surgery Training.
- QuantumLoop AI will enrol your team and each staff member will receive login credentials by email.
- Ask staff to check their spam or junk folder if they do not receive their login email within a few working days.
- Monitor completion using the weekly progress report sent by QuantumLoop AI.
- Follow up with any staff who have not completed training ahead of your go-live date.
Troubleshooting
A staff member has not received their training login email. Ask them to check their spam or junk folder first. If the email is not there, contact support@quantumloopai.com with the staff member's name and email address and QuantumLoop AI will resend the access details.
A staff member cannot log in to the training platform. Confirm they are using the correct email address and try the password reset option on the login page. If the issue continues, contact support@quantumloopai.com with the staff member's name, email address, and a brief description of the problem.
We are running out of time before our go-live date and not all staff have completed training. Contact your account manager as soon as possible. Go-live dates can be adjusted if needed. It is better to delay by a few days than to go live with an unprepared team.
We have new staff joining who were not on the original list. Contact your account manager or email support@quantumloopai.com with the new staff member's details and they will be enrolled on the training platform.
We are not sure where to find the Onboarding Journey Page. The link to your Onboarding Journey Page is included in the emails sent to you by QuantumLoop AI during onboarding. If you cannot locate it, contact your account manager.
FAQs
Is the training the same for all staff roles? Yes. There is a single training course covering how EMMA works across the whole practice. There are no separate modules for clinical and non-clinical staff.
How long does the training take? Approximately 60 minutes in total. It can be completed in segments at each staff member's own pace and does not need to be done in one sitting.
What happens if a staff member misses something during training? The training platform allows staff to revisit any section at any time. There is no limit on access during the onboarding period.
Can training be completed after go-live? Training should be completed before the bedding-in period begins. If exceptional circumstances mean this is not possible for some staff, speak to your account manager to discuss the options.
How will we know who has and has not completed training? QuantumLoop AI sends your practice a weekly progress report showing completion status for every enrolled staff member. You can use this to identify and follow up with anyone who has not yet finished.
Is there a cost for the training? No. Training is included as part of your onboarding at no additional cost.