QuantumLoopAI said it understood patients’ concerns and recognised there can be an adjustment period when new technology is introduced.
A spokesperson said: “EMMA does not make clinical decisions. She is designed and trained to understand a wide range of accents and dialects and supports 17 languages in addition to English.
“Where she is unable to understand or deal with a patient’s request the call is transferred to the reception team. No caller is required to continue speaking with EMMA, and anyone can ask to speak to a member of staff at any time.
“EMMA is designed to improve access by answering calls instantly and removing telephone queues.”
QuantumLoopAI added that feedback from practices and patients across the country has been “overwhelmingly positive” with more than 90% of patients reporting a positive improvement in service.
Legally, patients can ask for reasonable requirements to help them make an appointment and Healthwatch Rotherham said people should speak to practice managers.
It will pass its feedback to Healthwatch England, which will then report to the Department of Health and Social Care.
The NHS South Yorkshire Integrated Care Boards, which is responsible for local health service planning, said it was aware practices in South Yorkshire were using AI technology to manage reception services but was unable to say how many.
Anthony Fitzgerald, its executive lead for primary care, added: “We are currently working closely with Healthwatch colleagues to produce some guidance for practices on the use of AI telephone systems. This is an individual GP practice decision, within their contractual requirements.”
