Highlands Surgery introduced the new technology, named EMMA, to improve how patient queries are managed over the phone.
A spokesperson for Highlands Surgery said: “We’re pleased to share that EMMA, our AI receptionist, is helping us improve how we manage patient requests, and we’ve already received a great deal of helpful feedback from patients.
“Many have had positive experiences, and we’re continuing to build on this as several local practices are about to introduce EMMA AI in the coming weeks.”
The spokesperson emphasised that all calls are still reviewed by reception staff and triaged by GPs to ensure patients receive appropriate care.
They said: “One of the key benefits we’re already seeing is a substantial reduction in call waiting times, allowing our team to focus more time and attention on patient care.”
The surgery is prioritising support for vulnerable patients through a dedicated bypass system developed with the AI provider.
This pathway is for patients who are housebound, have learning difficulties, are aged over 85, or are classified as frail.
The surgery is also prioritising digital inclusion, encouraging patient feedback to help further refine the service.
The spokesperson added: “Your feedback is incredibly important to us.
“We encourage you to share your experiences via our website so we can continue refining and improving the service for everyone and help those practices near ours when they start to use Emma as well.”
Highlands Surgery is working with the system providers to address patient feedback and improve EMMA’s technical performance.
Ongoing work includes shortening the call process and ensuring smoother operation of the AI system.