Introducing EMMA – Our New Telephone Assistant

Posted on September 6th, 2026

We know that getting through to your GP surgery by telephone can sometimes be frustrating, particularly during peak times.

At Lindley Village Surgery, we are continually looking for ways to improve access for our patients. We have already introduced a cloud-based telephone system, allowing us to monitor incoming calls, waiting times and dropped calls in real time. We also continue to encourage patients to submit an eConsultation through our website.

However, we understand that online forms may not be suitable for everyone, and patients can still experience delays when contacting the surgery by telephone.

Introducing EMMA

We are delighted to introduce EMMA, our new AI telephone assistant from QuantumLoopAI.

EMMA is an NHS-approved platform already used by GP surgeries across the UK.

📞 Every call answered within three rings. No telephone queue.

When you call the surgery, EMMA will answer after three rings and ask you some of the same questions that a member of our reception team would normally ask.

Depending on your needs, the next step may include:

📍 A same-day face-to-face appointment, where appropriate
📞 A telephone appointment
📅 A future appointment if your query is not urgent
👥 Further information or assistance

EMMA does not make clinical decisions. Decisions about your care and the most appropriate next steps will continue to be made by our clinical and administrative teams.

We hope EMMA will make contacting Lindley Village Surgery quicker and easier for our patients, while helping us provide better access to the practice.

We are pleased to be introducing EMMA and look forward to this new step in improving access for our patients.