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What is NINA? Understanding Your Website Assistant

NINA is an AI-powered assistant that sits on your surgery website as a chat widget. Patients can use NINA to get answers, find information, and submit requests at any time of day or night, without calling the surgery. This article explains what NINA does, how she works, and how to get her set up.

Purpose of This Article

This article gives practice managers and staff a clear understanding of what NINA is, what she can do for your surgery, and what is involved in getting her live on your website.

Main Content

What Is NINA?

NINA is an AI-powered assistant embedded on your surgery website as a chat widget. Instead of searching through web pages or waiting on hold, patients can open NINA and ask a question, find information, or submit a request directly.

NINA is trained on your surgery's own website content, so she understands the services you offer, your opening times, contact details, and other practice-specific information. She can answer questions, guide patients towards the right service, and help them complete requests without needing to call.

NINA is available 24 hours a day, 7 days a week.

NINA is included at no additional cost for all EMMA practices.

What NINA Can Do

NINA helps patients with a range of common tasks and queries, including:

  • Answering questions about your surgery's services, opening hours, and contact details
  • Guiding patients on what to do next for their concern
  • Helping patients begin appointment-related requests and triage journeys
  • Directing patients to the right online form or service
  • Signposting to NHS App, Pharmacy First, and other appropriate services
  • Identifying urgent situations and prompting patients to call 999 or 111

Patients can interact with NINA by typing, tapping through options, or speaking via microphone.

Over 82 percent of patient journeys through NINA are completed in a single session.

What NINA Does Not Do

NINA does not replace your consultation inbox or your clinical team. She supports patients in finding the right route for their request. All clinical decision-making remains with your practice.

How NINA Is Set Up

NINA is embedded on your website via a small script. Your website provider or developer adds the script to your site, and NINA appears as a widget in the bottom-right corner of every page.

QuantumLoop AI handles the configuration and training of NINA based on your website content. Your practice does not need technical skills to set NINA up. The steps from your side are straightforward:

  1. Confirm that QuantumLoop AI can use your website content to train NINA
  2. Share any FAQs, service lists, or patient information you want NINA to use
  3. Provide the contact details for whoever manages your website (your website provider or developer)
  4. QuantumLoop AI builds and tests NINA, then shares a demo for your review
  5. Once you are happy, the deployment code is shared with your website provider to go live

Your website provider does not need specialist knowledge. The installation is a single script added to the site header or footer.

NINA is compatible with all website platforms and content management systems used by NHS GP surgeries.

NINA's Safety Features

NINA includes built-in patient safety features:

  • Emergency detection is active throughout every conversation. If a patient mentions symptoms or situations that suggest an emergency, NINA prompts them to call 999 or 111 immediately.
  • Automatic session timeout ends inactive sessions after a period of inactivity, protecting patient privacy.
  • Session security ensures sessions ended via the emergency pathway are securely locked.

Viewing NINA Activity

Once NINA is live, patient interactions and submissions are visible through your QuantumLoop AI dashboard alongside your EMMA activity.

Step-by-Step Instructions

To get NINA set up on your website:

  1. Contact your account manager to confirm you would like to proceed with NINA.
  2. Confirm that QuantumLoop AI can access and use your surgery website content to train NINA.
  3. Share any additional content you want NINA to reference: service lists, FAQs, patient information leaflets.
  4. Provide the name and contact details of your website provider or developer.
  5. QuantumLoop AI will configure NINA and share a demo link for you to review.
  6. Review the demo and confirm you are happy, or request any changes.
  7. Once confirmed, QuantumLoop AI will share the deployment code with your website provider.
  8. Your website provider adds the script to your site.
  9. QuantumLoop AI verifies that NINA is loading and working correctly.
  10. NINA goes live. You will receive a confirmation email.

Troubleshooting

NINA is not appearing on our website. Confirm with your website provider that the script has been added correctly and is loading on all pages. Contact support@quantumloopai.com if the issue continues.

NINA is giving incorrect information to patients. NINA is trained on your website content. If the information on your website is out of date, NINA may reflect that. Update your website content and contact your account manager to request a NINA refresh. You can also request updates to NINA's responses at any time.

A patient said NINA did not help them with their request. NINA is designed to handle common queries and guide patients to the right service. Some requests may be beyond her current scope. Contact your account manager with details and the team can review and improve NINA's handling of that type of request.

We want to change what NINA says or does. Contact your account manager or email support@quantumloopai.com with details of the change you need. NINA's content and flows can be updated at any time.

NINA is not yet live on our site and we want to get started. If NINA has not been set up for your practice yet, contact your account manager. NINA can be set up independently of the EMMA go-live process and does not require porting to be complete first.

FAQs

Is NINA included in our EMMA subscription? Yes. NINA is included at no additional cost for all EMMA practices.

Do we need a developer to set up NINA? Your website provider needs to add a small script to your site. This is a straightforward task that most website providers can complete quickly. QuantumLoop AI will provide the script and can communicate directly with your provider if needed.

What website platforms does NINA work with? NINA is compatible with all website platforms and content management systems used by NHS GP surgeries. There are no platform restrictions.

Can we control when NINA is active? Yes. NINA can be configured to operate during specific hours if preferred. Contact your account manager to discuss your requirements. NINA can also be disabled by contacting the support team.

Can NINA handle emergency situations? NINA detects emergency keywords throughout every conversation and prompts patients to call 999 or 111 when appropriate. She does not attempt to manage emergency situations herself.

How is patient data handled through NINA? NINA operates within QuantumLoop AI's NHS-approved data security framework. Patient interactions are subject to the same governance standards as EMMA. Sessions include automatic timeout for inactive users to protect patient privacy.

What if NINA is not yet live on our website? If NINA is not yet live, contact your account manager. Setup can begin at any point during or after your EMMA onboarding. See: How to Set Up NINA on Your Surgery Website (article 2.10).