'Access to a GP should be simple - it isn’t': Residents call out AI receptionist introduced at Sheffield GP

Residents have complained that a new AI answering system is restricting their access to services at a Sheffield GP.

“I know speaking to a virtual receptionist might feel a bit different, but I’d really ask you to give it a go” a recorded message greets callers to Hackenthorpe Medical Centre as it introduces the new digital answering machine ‘Emma’.

“Emma does exactly what our reception team would do,” it continues, asking patients to share their information to the artificial intelligence so it can book appointments or help order prescriptions.

While the opening message says this will streamline the process of accessing healthcare services, users have told a different story.

“Since the introduction of the automated phone system ‘Emma’ at my local GP, accessing basic healthcare has become significantly more difficult, not easier,” Ashlea Wolff told The Star.

“The system removes the ability to speak directly to a receptionist, which was previously the most straightforward way to explain a problem, ask questions or get appropriate guidance.

“Instead, patients are forced through a rigid automated process that often doesn’t reflect the complexity or urgency of real situations.”

Other patients online have claimed that the digital system has booked appointments for them that didn’t actually exist, with many claiming that elderly callers are finding themselves ‘going in circles’ talking to the AI receptionist.

Some did share good experiences, as one said they managed to book an appointment for the same day they called - however the overwhelming response appears negative as people on the local Hackenthorpe Community Facebook group discuss ‘battling the phone system’ for hours.

Ashlea detailed her problems further, adding: “This has created several issues. Firstly, it can be confusing and frustrating, particularly for elderly patients, those with disabilities or anyone who is not confident using automated systems.

“Secondly, it can delay access to care, as patients may struggle to navigate the options or be directed incorrectly. Finally, it removes the human element, which is essential in healthcare. Sometimes you need a conversation, not a menu of buttons.

“From my own experience and through the community group I run, I’ve seen how this system is discouraging people from seeking help altogether.

“That’s a serious concern, as it risks worsening health outcomes simply because access feels too difficult.”

This type of system so far seems to be limited to services run by The Thorpe Practice.

While GPs receive funding from the NHS, and must maintain certain standards set by the national service, day-to-day functions are handled independently - with each surgery essentially operating as a small business.

It means that the NHS cannot comment or enforce changes to how individual practices choose to manage their booking systems, and rather this is a decision handled by management at The Thorpe Practice.

Ashlea has reached out to her local MP, Clive Betts, and is hoping to see action taken to address the ongoing frustrations.

“I believe this is not just an individual frustration but a wider community issue that needs addressing,” she said.

“Moving forward, I would like to see a more balanced approach. Technology can absolutely play a role, but it should not replace human contact entirely.

“Patients should always have the option to speak to a real person when needed. Systems should be designed around patient needs, not just efficiency targets.

“Ultimately, access to a GP should be simple, fair and inclusive. At the moment, for many people, it isn’t.”

The Star understands that Clive Betts, who is MP for Sheffield South East, has emailed the GP for more information.

Turning to Facebook on May 1, The Thorpe Practice released a statement acknowledging concerns and saying they are working to improve the service by refining how requests are processed.

They added hat the Emma AI was needed to manage the ‘high demand’ GPs are experiencing and hope it will reduce the need to queue on the phone.

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“We fully recognise that the system is not working perfectly for everyone at the moment,” the statement added.

“Some patients have found it difficult to use, and others have experienced delays or confusion.

“We sincerely apologise for this. Your feedback is important and has been heard.

“We are committed to making this system work better for all our patients.

“Introducing a new system is a significant change, and while we believe it will bring long-term benefits, we understand that the early stages can be challenging.

“We kindly ask for your patience while we continue to make improvements. Your understanding and feedback are helping us shape a better service.

“Thank you for your continued support, patience, and kindness towards our team during this time.”