Holsworthy Doctors going Ai ,Why

 

Dear Patient,

We are writing to inform you about some important changes we are making to improve access to 

our services and to ensure Ruby Country Medical Group remains safe, responsive, and 

sustainable for the future.

Over recent months, we have seen a sustained and significant increase in demand for our 

services. Telephone calls to the surgery have risen dramatically, and despite our very best 

efforts, many patients are experiencing long waits for their calls to be answered. This is 

understandably frustrating for patients and places considerable pressure on our staff, impacting 

our ability to deliver care as effectively as we would like.

We have carefully explored a range of options and, after much consideration, have decided to 

introduce new technology to help reduce telephone queues, support our hardworking team, and 

provide a more responsive service for our patients.

Introducing EMMA

During March and April 2026, we will begin trialling a new system called EMMA. EMMA is an AI-

supported telephone tool that answers incoming calls to the surgery and asks the same 

questions you would normally be asked by our Reception Team. Your responses are recorded 

and securely sent to the surgery, where they are added to your medical record and reviewed by 

our Doctors and Clinicians, who will triage and manage your request in the usual way.

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.

Benefits of EMMA for patients include:

• Calls answered promptly, with no extended hold times or call-back queues

• A calm, friendly, and professional voice that feels very human

• A consistent, respectful experience every time you call

• A private, judgement-free space to share your health concerns

• Accurate recording of exactly what you tell EMMA, which is shared with the Clinical Team

Supporting our Reception Team

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.

 

 Continued / …

Ruby Country Medical Group

Managing Partners: Dr H Jones-Pahdi and Mrs J Wason

… / Page 2

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 administrations tasks on behalf of our doctors. This is a highly

pressured role, and recent staff illness has had a significant impact on service delivery.

Reducing queues at reception

We are also taking steps to reduce queues at the front desk. Many patients currently attend the

surgery because they are unable to get through on the phone, to submit prescription requests or

check in for appointments.

• Prescription requests: Please use the prescription post boxes. In Holsworthy there is a

box outside the front door and one between the two sets of sliding doors; in Hatherleigh

there is a box outside the main door and one in the waiting room. Using the post box

does not delay processing — prescriptions are collected regularly throughout the day.

• Appointment check-in: A self-check-in screen is available in both Holsworthy and

Hatherleigh. Using these will significantly reduce waiting times at reception.

• Online requests: You can request prescriptions, sick notes, and submit non-medical or

administrative queries via our website:

https://www.rubycountrymedicalgroup.co.uk/

Reception desk opening times

From 2 March 2026, the reception desk in Holsworthy will not be staffed between 1:00pm–

2:00pm or after 5:30pm. During these times, please use the check-in screen. A member of staff

will be available for urgent queries only; please use the bell provided to request assistance. This

change will allow us to manage workloads more effectively and provide essential staff training.

Hatherleigh Surgery opening times are not affected.

Trial period and feedback

EMMA will initially operate for a few hours each day so that any early issues can be identified

and resolved quickly. We would welcome constructive feedback on how the system is working

and any suggestions for service improvement that are within our funding constraints. We kindly

ask that you give these changes time to embed and make a difference.

Ongoing improvements

We are also making further changes to our appointment system, including increasing the number

of routine appointments available, enabling bookings up to six weeks in advance, and improving

continuity of care. This work is ongoing, and we appreciate your patience while these

improvements are implemented.

We are listening, and these changes are a direct response to the feedback we have received

from our patients about access and appointments.

Thank you for your continued understanding, support, and cooperation. With kind regards,

Dr Harpreet Jones-Pahdi Jane Wason

GP Partner Senior Nurse Partner