Introducing EMMA Posted or Updated on 27 Feb 2026

Introducing EMMA – Our New Phone Assistant

We're always looking for ways to improve your experience at our surgery. That's why we've introduced EMMA, an

AI-powered phone assistant developed specifically for NHS GP surgeries.

What does this mean for you?

When you call the surgery, EMMA will answer straight away – no engaged tone, no hold music. Simply tell her what you need, and she'll help with appointment requests, prescription queries, and more.

Why have we done this?

We know how frustrating it can be to wait on the phone, especially when you're unwell or worried. EMMA ensures every call is answered instantly, so you're never left waiting.

Will I still be able to speak to a person?

Absolutely. Our reception team isn't going anywhere. If you need to speak to someone directly, just let EMMA know and she'll connect you. EMMA is here to support our team, not replace them.

Is it safe?

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

What is NINA?

NINA is our new digital assistant that will be available on the Prentis Medical Centre website.

She helps patients:

• Find information more easily

• Submit enquiries to the practice online

• Be guided to the right type of help

All requests sent via NINA are reviewed by our practice team.

NINA does not give medical advice and is not for emergencies.
For urgent problems, please contact the practice, NHS 111, or call 999 in an emergency.