Artificial intelligence is increasingly transforming the healthcare sector, and the UK is now witnessing a major shift in how primary care services handle patient communication. A new AI-powered receptionist named EMMA is currently answering calls for nearly one million GP patients nationwide, helping reduce long waiting times and improve access to appointments.

Millions of patients contact GP surgeries daily, often facing extended phone queues before speaking to a receptionist. To address this challenge, several practices have introduced AI-driven systems to manage incoming calls more efficiently. One such example is Conisbrough Group Practice in Doncaster, where EMMA was rolled out in October and has already made a noticeable impact.

EMMA, short for Enhanced Medical Management Assistant, acts as a virtual receptionist that records patient details, understands the nature of their medical requests, and prioritises cases based on urgency. Developed by AI start-up QuantumLoopAI, the system also directs patients to appropriate services or schedules call-backs from GPs when required.

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Patients using the system have reported significantly improved experiences. Joan Downing, a 70-year-old carer for her brother with complex medical needs, said the AI system has drastically reduced waiting times. She noted that earlier she often gave up due to long queues, but now receives call-backs in as little as 15 minutes.

Healthcare experts say the use of AI receptionists could help ease pressure on overstretched GP practices while ensuring patients receive timely responses. By handling routine enquiries, EMMA allows human staff to focus on more complex tasks and patient care.

The growing adoption of EMMA marks a significant milestone in the integration of artificial intelligence into primary healthcare. While the system does not replace doctors or nurses, it represents a practical solution to long-standing access issues and signals how technology may play a larger role in shaping the future of patient care in the UK.

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