\n Fakenham Medical Practice had been trialling the Emma AI system since April as part of efforts to improve patient access.\n<\/p>\n
\n But feedback from both patients and staff highlighted issues with the user experience and service delivery.\n<\/p>\n
\n The trial will now come to an end as the practice prepares to introduce a new ‘Total Triage’ model in October.\n<\/p>\n
\n 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.\n<\/p>\n
\n The practice said it would stop trialling the Emma AI system after concerns from patients and staff (Image: Google)\n<\/p>\n
\n 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\u2019t work as intended.\n<\/p>\n
\n “We appreciate that this will have been incredibly frustrating for many of our patients.\n<\/p>\n
\n “We have listened and we have learned. This is an important step forward in improving access to care.\n<\/p>\n
\n “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”.\n<\/p>\n
\n 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.\n<\/p>\n
\n A ‘Total Triage’ system will be introduced and patients can still contact the practice online, by telephone, or in person (Image: Getty Images\/IStockPhoto)\n<\/p>\n
\n The practice said it will share further information about the new triage system within the next few weeks.\n<\/p>\n
\n It is also due to launch a weekly Digital Drop-In Session every Tuesday from 1pm to 2pm from September 15.\n<\/p>\n
\n 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.\n<\/p>\n
\n They will also advise on how to make the best use of the new Total Triage system.<\/p>\n","protected":false},"excerpt":{"rendered":"Fakenham Medical Practice had been trialling the Emma AI system since April as part of efforts to improve…\n","protected":false},"author":2,"featured_media":779623,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[43],"tags":[102,2960,56,54,55],"class_list":["post-779622","post","type-post","status-publish","format-standard","has-post-thumbnail","category-healthcare","tag-health","tag-healthcare","tag-uk","tag-united-kingdom","tag-unitedkingdom"],"_links":{"self":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/posts\/779622","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/comments?post=779622"}],"version-history":[{"count":0,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/posts\/779622\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/media\/779623"}],"wp:attachment":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/media?parent=779622"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/categories?post=779622"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/tags?post=779622"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}