Introducing EMMA: a new way to contact Heathcot Medical Practice

Heathcot Medical Practice is introducing EMMA, an automated telephone support system designed to make it easier for patients to contact the practice and provide information about their request.

EMMA will help us understand why you are calling and collect relevant information before your request is reviewed by the appropriate member of our team. The system is AI based to help patients complete the online consultation form, and it is not designed to replace human decision making.

What is EMMA?

EMMA is an automated telephone assistant that can ask questions about the reason for your call and record the information you provide.

The system is intended to support our reception, administrative and clinical teams by helping us direct requests to the right person or service.

EMMA does not replace our doctors, nurses, receptionists or other members of the practice team.

Information collected through EMMA will be reviewed and managed through Heathcot Medical Practice’s usual clinical and administrative processes.

How will EMMA help patients?

EMMA may help by:

  • Collecting information about your request
  • Helping us direct your request to the appropriate team
  • Reducing the time spent waiting to speak to reception
  • Supporting the practice during busy telephone periods
  • Allowing our team to review the information you have provided

The urgency and appropriate next steps for your request will still be considered through our normal practice processes.

Can I still speak to a person?

Yes.

We understand that an automated telephone system will not be suitable for everyone.

Please tell us if you:

  • Cannot use the automated system
  • Have communication or accessibility needs
  • Need an interpreter or other reasonable adjustment
  • Are uncomfortable using an automated service
  • Would prefer support from a member of staff

We will provide an alternative human route to help you.

What information will EMMA collect?

EMMA may ask for information needed to identify you and understand the reason for your call. This could include:

  • Your name
  • Your date of birth
  • Your address
  • The reason you are contacting the practice
  • Relevant information about your request

Please answer the questions as clearly and accurately as possible.

Information collected by EMMA will be handled in accordance with the practice’s usual confidentiality, data-protection and clinical-governance processes.

What happens after I speak to EMMA?

The information you provide will be passed into the practice’s usual workflow.

Depending on your request, it may be reviewed by a:

  • Receptionist
  • Administrator
  • Clinician
  • Prescribing team member
  • Member of another appropriate practice team

You may then be contacted for further information, offered an appointment, given advice or directed to another appropriate service.

Important information

EMMA is intended to support access to the practice. It is not an emergency service.

For a serious or life-threatening emergency, call 999.

For urgent medical help when the practice is closed, use NHS 111 online or call 111.

Frequently asked questions

Does EMMA replace the reception team?

No. EMMA supports our reception and practice teams by gathering information and helping us manage requests. Our staff will continue to be available to help patients.

Will a clinician review my information?

Requests will be managed through the practice’s normal processes. Where clinical review is required, the information will be passed to an appropriate clinician.

Do I have to use EMMA?

No. Tell us if you cannot or do not wish to use the automated service, and we will provide a human route.

What should I do if EMMA does not understand me?

Let the practice know that you need assistance. A member of staff can help you through an alternative route.

Can EMMA prescribe medication or diagnose me?

No. EMMA collects information to support the practice team. It does not independently diagnose patients or prescribe medication.

Coming soon: 

Meet Nina – Our New Website Assistant

We are pleased to introduce Nina, the friendly webchat and messaging assistant on the Heathcot Medical Practice website.

Nina works alongside Emma AI, our telephone assistant, to make it easier for patients to contact the practice and find the right support.

Nina can help you with:

  • General questions about the practice and our services
  • Guidance about appointments and how to submit a request
  • Sending a message or enquiry to the practice
  • Directing you to the most appropriate service or member of the team

Simply open the chat on our website and tell Nina what you need help with. She will ask a few questions and guide you through the next steps.

Using Nina may save you from having to telephone the practice, particularly for straightforward questions and non-urgent requests. Our Patient Support Coordinators and clinical team will remain available when you need to speak to a member of staff.

Please remember that Nina should not be used for urgent medical problems. If you need urgent medical advice, please contact NHS 111. In a life-threatening emergency, call 999.

We hope Nina will make contacting Heathcot Medical Practice quicker, simpler and more convenient.

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Published on 20 July 2026