Fakenham Medical Practice had been trialling the Emma AI system since April as part of efforts to improve patient access.
But feedback from both patients and staff highlighted issues with the user experience and service delivery.
The trial will now come to an end as the practice prepares to introduce a new ‘Total Triage’ model in October.
This will ensure that every patient request is reviewed and prioritised by a member of the clinical team to direct them to the most suitable healthcare professional.
The practice said it would stop trialling the Emma AI system after concerns from patients and staff (Image: Google)
Andrew Havemann, chief executive of Fakenham Medical Practice, said: “We recognise that, despite a great deal of thought and consideration before the introduction of Emma, the product didn’t work as intended.
“We appreciate that this will have been incredibly frustrating for many of our patients.
“We have listened and we have learned. This is an important step forward in improving access to care.
“Total Triage will provide a more consistent and equitable way of managing patient requests while ensuring patients receive support from the most appropriate member of our team”.
Patients will still be able to contact the practice online, by telephone, or in person, with online requests received immediately by the duty team for review.
A ‘Total Triage’ system will be introduced and patients can still contact the practice online, by telephone, or in person (Image: Getty Images/IStockPhoto)
The practice said it will share further information about the new triage system within the next few weeks.
It is also due to launch a weekly Digital Drop-In Session every Tuesday from 1pm to 2pm from September 15.
Staff will be offering hands-on support with online consultation forms, downloading, setting up, and using the NHS App, as well as accessing test results, prescriptions, and other services.
They will also advise on how to make the best use of the new Total Triage system.