21/05/2026
Patient Update - Changes to EMMA Messaging Service
We are making an important change to the telephone messaging. From 20/05/26, the EMMA AI system will be withdrawn.
This decision has been made after listening carefully to patient feedback and reviewing how the service has been working in practice.
Why EMMA Is Being Withdrawn
Over recent months, many patients have shared helpful feedback about their experience with EMMA. Common themes included:
- Messages sometimes felt unclear or repetitive
- Patients were unsure whether their request had been received or understood
- Some felt the system made it harder to explain their needs, especially for more complex issues
- A preference for speaking to a person rather than interacting with an automated system
Alongside this feedback, our clinical teams found that EMMA often created additional steps and did not consistently support timely decision‑making.
Taking all of this into account, we have decided to return to a more direct and reliable way for patients to contact us.
What Happens Next - Re‑introduction of Daily Ring‑Back Service
From 21/05/26, we will be re‑introducing our daily ring‑back service.
This means:
- When you call us, your details will be taken by a member of the Care Navigation Team
- You will not lose your place in the queue
- You will receive clear support and guidance
Our team has been fully briefed to ensure the service runs safely and efficiently.
Our Commitment to You
Throughout this change, our priorities remain the same:
- Your safety and continuity of care
- Clear communication and reliable access to support
- A service that is easy to use and responsive to your needs
We will continue to monitor patient experience closely and make improvements where needed. If you have any questions about this change, please do speak to a member of our reception