A MEDICAL centre in Holsworthy is introducing a new AI telephone tool - and it even has a name.

Ruby County Medical Group, which encompasses Holsworthy Medical Centre and Hatherleigh Medical Centre, has announced to patients that it will be trialling an AI-supported telephone tool called Emma over the next two months.

The group has explained that ‘Emma’ is an AI-supported telephone tool that answers incoming calls to the surgery and asks the same questions which would normally be asked by the reception team.

Responses are recorded and securely sent to the surgery, where they are added to the patient’s medical record and reviewed by doctors and clinicians, who will assess and manage the request in the usual way.

Despite the move to the new system, the group has emphasised that this new AI tool does not have to patient’s medical records.

A spokesperson for Ruby County Medical Group, explained: “Importantly, Emma does not have access to our clinical system or your medical records. We want to reassure you that this is not a move to a fully automated service. Our reception staff will continue to answer calls that cannot be managed by Emma, and callers will always be transferred to a member of the team if there are any difficulties with hearing, understanding, or communication. We remain committed to ensuring our patients can speak to a real person when needed.

“Introducing Emma will ensure that, even during staff shortages, your calls are answered without long delays, repeated call attempts, or the need to attend the surgery in person because you cannot get through on the telephone.

“Our reception team play a vital role in providing safe patient care. In addition to answering calls, they manage appointments, registrations, online and external queries, reception desk duties, chaperone services, and many administrative tasks on behalf of our doctors. This is a highly pressured role, and recent staff illness has had a significant impact on service delivery.”

Quantumloop AI, the creators of Emma, describe ‘her’ as ‘your AI receptionist, built specifically for NHS GP surgeries. She handles unlimited calls simultaneously, integrates directly with your consultation tool, and eliminates phone queues. Your reception team focuses on patient care. Your patients get through every time.’

The organisation says that Emma is capable of dealing with ‘over 90 per cent of daily calls.’ and can handle appointment requests, test results, admin queries, and prescription renewals.

A spokesperson from the Quantumloop explained: “Patients get through instantly, share sensitive information privately, and avoid 20-minute hold times. They care about getting help fast—not whether it's AI or human. Early results show higher satisfaction scores across the board.”

Ruby County Medical Group has said that during the trial period throughout March and April, it is welcoming constructive feedback from patients on the use of Emma.