The Community Practice

28/07/2026

We are a Total Triage surgery

We introduced Total Triage at the practice to help manage demand safely and ensure every patient is directed to the right care at the right time.

In March, we also introduced an AI telephone system.
This system can complete the online form for you, meaning you can speak your answers instead of typing them and this avoids you waiting to have your call answered by the reception team. The AI system helps us gather the information needed for clinical triage quickly and safely.

If you choose to speak directly to a receptionist instead of using the AI, there may be a delay. Many patients ask receptionists to complete forms on their behalf, which takes time and reduces the number of calls they can answer.

-Why These Changes Are Happening: The GP Contract

GP practices must work within the national GP contract, which is set by NHS England.
This contract determines:

• How practices are funded
• What services we must provide
• How access to care must be managed
• The rules we must follow around appointments, triage and safety

The current contract requires practices to:

• Provide same‑day care for clinically urgent needs (this does not mean a GP appointment.)
• Use triage systems to manage demand safely
• Offer online access routes
• Direct patients to the most appropriate clinician, not always a GP
• Work within fixed funding, despite rising demand

These national requirements mean practices across the country are changing how they operate, including adopting Total Triage and digital tools like AI call handling.

Please Remember…..
Our reception team did not create these changes.
They follow instructions set by the GP Partners and Practice Manager, who must comply with national NHS rules and ensure safe, fair access for all patients.

Reception staff do far more than answer phones. Their work includes:
• Completing referrals
• Processing prescriptions
• Sorting, scanning and matching incoming post to patient records
• Arranging appointments after your Anima request has been triaged by the clinician
• Contacting patients who are due their long‑term condition reviews
• Managing daily clinical and administrative workflows
They work extremely hard to support both patients and clinicians.

A&E Advice-
We do not send patients to A&E without cause.
Any advice to attend A&E is based on clinical assessment and is only given when it is the safest option for your health.

We want to thank you.
We appreciate your patience and understanding while we continue improving access and ensuring safe, effective care for all our patients.

19/05/2026

‼️We are recruiting‼️

Job Role: GP Practice Administrator (Maternity Cover with possibility of extension)

Hours: Minimum of 30 hours per week to be worked during core opening hours. MUST be fully flexible.

Job Description:
We are seeking a reliable and organised Administrator to join our busy NHS GP practice team to provide maternity cover, with the possibility of extension.

Key Responsibilities:
• Reception duties
• Booking and managing appointments
• Processing clinical correspondence and patient records
• Patient registrations and deductions
• Data entry using clinical systems (e.g SystmOne)
• General administrative support to clinicians and the practice team
• Referrals
• Emails
• Management of incoming and outgoing correspondence

The candidate must have:
• Excellent communication and organisational skills
• Ability to work under pressure
• Good IT skills
• Understanding of confidentiality and data protection Flexibility and team‑focused approach

Experience:
Previous GP practice or healthcare
experience would be desirable but training will be provided for the right candidate

Two references will be required.

How to apply:
Please submit your CV to [email protected]

Closing date: 29th May 2026

02/04/2026

📢 Bank Holiday Weekend Update – Important Information for Patients

Due to the surgery being closed for the Easter weekend, we may not be able to respond to all patient queries during this time.

If you need medical advice while we are closed:
• For urgent medical advice, please contact NHS 111
• For serious or life-threatening symptoms, please call 999 or attend A&E
• For minor injuries, visit Orsett Minor Injuries Unit - https://www.nelft.nhs.uk/services-bsbwtk-minor-injuries-unit/

If your issue is not urgent, please contact us again when we reopen on Tuesday, and our team will be happy to help.

Thank you for your understanding and we hope you have a safe bank holiday weekend.

Information on the Minor Injuries Unit (MIU) in Orsett.

23/03/2026

Something new is coming to the surgery this week 👀

From Friday, we’ll be introducing Emma AI to help make contacting us quicker and easier for everyone.

Over the next few days, we’ll explain what this means for you and how it will improve your experience with us.

Stay tuned…

21/03/2026

EMMA is Coming to The Community Practice – 27th March 2026

Meet EMMA – Our AI Reception Assistant
(Powered by QuantumLoopAI)
We are pleased to introduce EMMA, our new AI powered reception assistant designed to improve access, reduce waiting times, and ensure every patient receives timely help. EMMA is provided by QuantumLoopAI, the UK’s leading provider of NHS integrated AI reception technology.

What Is EMMA?
EMMA is an intelligent virtual receptionist created specifically for NHS GP surgeries. She answers all calls instantly, manages both clinical and administrative queries, and ensures your request is directed efficiently to the right team. EMMA can handle hundreds of calls at once, eliminating queues and improving patient access.

How EMMA Works With Anima
To improve access for all patients, EMMA can enter your request directly into our Anima system.
This especially supports patients who struggle with online forms, while those able to use Anima independently are encouraged to continue doing so for the fastest response.
What this means for you
• You tell EMMA your query once — She collects your details and inputs them directly into Anima.
• Support for patients unable to complete Anima — EMMA helps those with accessibility barriers, language needs, or difficulties completing forms.
• If you can use Anima, please continue — This keeps phone lines free for those who need additional support.
• Faster processing — Structured information goes straight into our workflow, reducing delays.
• Better information for clinicians — EMMA captures clear, detailed information, improving triage quality.
• Ideal for those who prefer speaking — EMMA ensures spoken information is recorded accurately and securely.

NEW: All EMMA Requests Go Directly to Our Duty GP
Every EMMA submission is:
• Automatically entered into Anima
• Sent directly to the Duty GP for same day clinical assessment
This ensures safe triage, fewer delays, prompt identification of urgent issues, and faster clinical responses.
EMMA delivers structured information into NHS systems within seconds.

Why We Use EMMA
We introduced EMMA because we listened to our patients.
You told us about difficulties commonly experienced within GP surgeries:
• Interactions at busy times feeling rushed or abrupt
• Poor communication or long waits with no updates
• A lack of empathy when feeling unwell or stressed
• The 8am appointment rush and rigid booking systems
• Lack of privacy when speaking at the front desk or on the phone
• Feeling that reception staff sometimes acted as “gatekeepers”
These issues are common across NHS practices due to high demand and staff pressure.
EMMA helps us respond directly to these concerns.

How EMMA Improves Your Experience
✔ Instant Call Answering
No long waits — EMMA answers immediately.
✔ Accurate, Structured Information
Clear information goes directly into our systems, reducing errors and follow ups.
✔ Seamless NHS Integration
EMMA integrates smoothly with existing NHS systems, such as AccuRx.
✔ Multilingual Support
EMMA can speak in all major NHS languages, improving inclusivity.
✔ Frees Reception Team Time
Over 90% of routine calls can be handled automatically, freeing staff to support patients who need personalised care.
✔ Reduces Footfall in the Practice
Fewer patients need to attend the surgery just to ask questions, keeping the waiting room calmer and more private.
✔ Allows Staff to Complete Admin Duties
Reduced phone pressure and fewer walk ins means staff can complete essential tasks more efficiently (referrals, letters, results, forms), preventing delays.

How EMMA Responds to Common Patient Concerns
• Improves politeness & consistency — EMMA is calm and respectful every time.
• Enhances communication — No interruptions or rushed endings.
• Supports empathy needs — Patients often feel more comfortable sharing sensitive details with EMMA.
• Removes access barriers — No more struggling to get through at peak times.
• Protects confidentiality — You can speak privately without being overheard.
• Reduces gatekeeping concerns — EMMA simply collects information and sends it directly to the Duty GP.

EMMA and Prescription Requests
EMMA does not change how you request prescriptions.
Prescription requests should continue to be submitted in the usual approved ways:
• NHS App
• Online services
• Written requests
This ensures safe prescribing and prevents errors.
Please do not use EMMA for medication requests.

Can I Still Speak to a Staff Member?
Yes — if you genuinely need to speak to a receptionist, EMMA can transfer you. Your care will not be affected.
However, most queries are processed faster through EMMA, as they go straight to Anima and directly to the Duty GP.
During busy periods, calling reception may mean waiting, so using EMMA helps keep phone lines available for those who need extra support.

Is My Data Safe With EMMA?
Yes. EMMA is DTAC certified, GDPR aligned, and fully compliant with NHS data protection standards.
Your data is stored securely and only accessible to authorised healthcare staff.

01/02/2026

📣 Our Patient Participation Group meeting is on Tuesday at 2pm.

🔒 This meeting is for members only.

⏱️ The meeting lasts 1 hour, so to make sure we have time to cover everything, we ask that members send their questions or ideas to us by email before the meeting.

Please do not arrive early, as the meeting will start on time at 2pm.
On arrival, please wait in the lower level and we will bring you up at 2pm.

Thank you for your cooperation.

11/01/2026

Patient Participation Group

Thank you for the interest in our group meeting but we have noticed the original PPG post being shared across community pages.

Just to clarify, the Patient Participation Group is specifically for registered patients of The Community Practice, as it relates directly to services and experiences within our surgery.

We would also appreciate if this post is not shared across Canvey Island community pages, as this may result in comments and questions from people who are not registered with our practice. As each surgery works differently, non-patients may not be familiar with or understand our processes and way of working, which may lead to questions not relating to our services.

As the meeting is restricted to a one-hour slot, it is important that time is used effectively to discuss matters relevant to our patients.

Thank you for your understanding

10/01/2026

Patient Participation Group (PPG) – Get Involved

Our Patient Participation Group (PPG) helps us work together with patients to improve the services we provide.

To make sure meetings are positive, fair and focused, we follow a few simple ground rules (agreed once and revisited when needed):

• The PPG is not a complaints resolution forum
• Individual cases will not be investigated in meetings
• Issues may be raised only to identify wider themes
• Personal details must be anonymised
• Discussion should always be respectful and solution-focused

These ground rules help us use patient feedback constructively and work on improvements that benefit everyone.

💬 Would you like to get involved?
We are always happy to welcome new members to the PPG. You don’t need any special experience — just an interest in helping shape and improve our practice.

📅 Next PPG meeting:
3rd February 2026 at 2:00pm

If you’d like to join or want more information, please contact the practice.

Thank you for helping us improve patient care 💙

09/01/2026

Happy new year to our patients.

We would like to remind our patients that we now use Anima to help you contact the practice more easily and efficiently.

Thank you to everyone who is already using Anima — your support really helps us. By using Anima, you are helping us reduce phone calls and long waiting times, allowing our team to focus on patient care more effectively.

We would also like to say a special thank you to those patients who had never used anything like this before, but took the time to come into the practice for guidance and training. Your efforts have paid off, and we’re delighted to see how this has helped you.

Using Anima gives you more independence to ask for help, request advice, or contact us without having to wait on the telephone.

Thank you for working with us as we continue to improve access to our services for all our patients 💙