We are excited to inform our patients of an important change to the way we handle incoming telephone calls to The Ransome Practice.
Who 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, or signposting you to the relevant service. She is private and secure.
How does Emma work?
- Call as normal; Emma answers straightaway and asks a few quick questions so she can handle your call
- Emma will handle your query, including completing a Total Triage form, as per our current triage process
- Emma sends requests directly to the appropriate clinical team - she DOES NOT replace human staff, nor does she decide who is seen: clinicians still make all clinical decisions
Our team is still here. EMMA helps them help you, which means more time for clinical work and faster admin.
How does this benefit you?
- No queues - Emma answers all calls simultaneously, meaning you will never have to wait on hold for your call to be answered
- Fully accessible - Emma can fill out Total Triage forms on your behalf, request appointments, order prescriptions, and deal with other admin queries
- Quicker processing of requests - this frees up our clinical and administrative teams so they can focus more on delivering the support and care that our patients need
- No 8am rush
- Translation service - Emma speaks several languages, with additional languages being added soon
When does Emma start?
Emma will go live on Tuesday 24th February 2026 for a short period in the afternoon, gradually increasing in time over the next week.
If you have any questions or concerns about this change, please do not hesitate to get in touch with the surgery.
