06/08/2026
2nd Day Performance Summary
Yesterday (05/08/2026), Priory Medical Centre switched on QuantumLoopAI and EMMA, our new AI receptionist service designed to improve patient access, streamline requests, and support our reception team. As part of a phased rollout, EMMA was activated for two hours between 14:00 and 16:00. Below is a detailed overview of how the system performed during this initial live period.
Key Performance Metrics
Metric Result
Calls handled 50
Calls forwarded to human team 10
Calls redirected to other services 2
Requests submitted 14
Medical requests 3
Administrative requests 11
Referral Follow Up 1
Test results requests 1
Routine care requests 2
Other requests 7
Average time to answer 00:09
Average call length 03:26
Patients using EMMA Chat (text) 7
Request submitted via EMMA Chat 2
Estimated staff time saved ~1 hour
Patient Feedback (Out of 5)
Overall satisfaction: 3.20
How accurately did EMMA understand you?: 4.00
What was EMMA's response speed like? 1 = Very Slow, 5 = Very Fast: 3.70
Ease of use: 3.90
Likelihood to recommend: 3.10
Comments received:
“EMMA was very helpful.”
“It was a fantastic experience.”
"I was transferred to a human receptionist to make an appointment."
Early Observations
As with any new system, there will be a period of adjustment for both patients and staff.
During the implementation phase, patients who use EMMA may be contacted for follow‑up feedback to help us improve the service further.
Initial feedback from the practice to patients is, please do embrace the system, use it when it is active, and remember to speak to the system as you would a human receptionist. We are seeing a number of short one word answers to the questions EMMA is asking, which is causing more questions to be asked / uncertainty caused. The more information you provide regarding your call/enquiry/condition, the quicker the request can be submitted and support offered to you.
Other feedback is regarding concerns that EMMA may not understand patients, and what happens in this case. If EMMA is unable to understand a patient, or if she is unable to assist a patient, EMMA will transfer the call through to a human receptionist. EMMA will not cut you off, or continue to go round in loops. Our human receptionists are our default for any issues that cannot be resolved, and EMMA will always transfer you if she is unable to help.
Next Steps
We are committed to developing EMMA to enhance patient access, reduce waiting times, and support our reception team. As the phased rollout continues, we will share regular updates on performance, improvements, and new features. On 06/08/2026, the system will be live between 13:00 & 16:00 to enable us to continue to bed in the system.
Thank you to all patients and staff for your support during this launch phase.
