We want to inform you of an important change to the way we handle incoming telephone calls at Nevells Road Surgery.
What is Emma?
Emma is our new, intelligent phone system that will answer all incoming calls to the practice. She will guide you through a few simple steps and help you submit your request by filling out either our medical or admin triage form.
This is exactly what our current reception team do when they answer the phone, following the launch of our total triage system earlier this summer.
How does this benefit you?
Emma will ensure every patient who phones the practice has the same access to our services as someone filling in the online triage form.
You won’t need to wait on hold to speak to a receptionist, Emma will help you get your request in quickly and efficiently (answering calls within 3 rings).
Emma offers a translation service. The list of languages that are already available are:
- English
- Hindi
- Spanish
- German
- Italian
- Turkish
- French
- Romanian
- Polish
- Portuguese
Additional languages Punjabi, Urdu and Russian will soon be added as well.
By handling calls, Emma frees our clinical and administrative teams to work on other tasks, meaning they can focus more on delivering the care and support you need.
If you would prefer to speak to a member of our reception team, you can ask Emma to transfer your call. Please bear in mind there may be a wait if staff are helping patients at the reception desk.
Please note the recordings of all calls taken by Emma will be stored for 30 days, then the recordings will be deleted.
Emma will go live on Tuesday the 30th of September 2025 and there will be a gradual introduction over the next 2 weeks.
If you have any questions or concerns about this change, please do not hesitate to get in touch with the surgery.