Introducing EMMA Posted or Updated on 18 Mar 2026

We are always looking for ways to improve your experience when contacting the surgery. From May 2026, we will be introducing EMMA, an AI-powered phone assistant developed specifically for NHS GP surgeries, at Custom House Surgery.

What does this mean for you?

When you call the surgery, EMMA will answer straight away — meaning:

• No engaged tones

• No waiting on hold

• Faster help when you need it

Simply tell EMMA what you need, and she will help with things such as:

• Booking or requesting an appointment

• Prescription queries

• General enquiries

Why have we introduced EMMA?

We understand how frustrating it can be to wait on the phone, especially when you are feeling unwell or worried. EMMA helps ensure every call is answered instantly, so patients are not left waiting.

Will I still be able to speak to a person?

Yes — absolutely. Our reception team is still here to help you.

If you would prefer to speak to a member of the team, simply tell EMMA and she will connect you to reception. EMMA is designed to support our staff, not replace them.

Is it safe?

Yes. EMMA has been designed specifically for NHS GP practices and meets strict clinical safety standards.

• Your information is handled securely

• Our clinical team reviews anything that needs medical attention

EMMA helps us improve access to the surgery while continuing to keep patient safety and confidentiality at the centre of everything we do.