Introducing EMMA, our virtual Receptionist

From Tuesday 8 September 2026 Linden Road Surgery will be introducing EMMA a virtual receptionist. We will start with a soft launch which means Emma will be taking calls in the afternoons, with the expectation to move to normal surgery opening times from Monday 14 September 2026.

Who is EMMA?

EMMA is a virtual receptionist that answers calls to the surgery instantly.

EMMA will ask a few simple questions to make sure she has everything the surgery needs. Then your details go straight to the right person here — a clinician or a receptionist — who reviews your request and gets back to you. Because they already have all the information in front of them, things tend to move faster.

What EMMA can help with?

Booking or changing appointments • Prescription queries • Sick notes and medical letters • General queries about the practice • Directing you to the right service or team You can speak to Emma by phone, or use her on our website. And if English isn’t your first language, just start speaking in yours — Emma will do her best to respond.

Why have we introduced EMMA?

We are always looking for ways to improve access to our services and value the feedback we receive from our patients.

Many of you have told us that contacting the surgery by phone can sometimes be challenging, particularly during busy periods when call volumes are high. We understand how frustrating this can be and have taken steps to improve your experience.

EMMA will now answer your call straight away, without the need to wait in a queue. EMMA will guide you through a few simple questions to ensure your enquiry is directed appropriately and dealt with as efficiently as possible.

Our aim is to make contacting the surgery quicker, easier, and more convenient for everyone.

How does EMMA work?

Call the surgery as normal. EMMA will pick up your call straight away and asks a few questions. Your request is sent to the triage team, if anything needs follow up, we will be in touch.

Our Team is still here. EMMA helps them to help you, which means more time for clinical work and faster admin.

Can I still speak to a receptionist?

EMMA can assist smoothly and quickly with many of the requests and queries you will have but you will still be able to speak to our reception team if needed.

Using EMMA helps us prioritise calls more effectively and ensures patients are directed to the right support without delay.

When is EMMA available?

EMMA answers calls during our normal surgery opening hours.

Is my information safe?

Yes. EMMA is designed for the NHS and meets strict data protection and clinical safety standards.