Yorkshire Accents Stump AI GP Receptionist

Patients in Rotherham are experiencing difficulties with a new artificial intelligence GP receptionist named EMMA, as it struggles to comprehend the local Yorkshire accent. Healthwatch Rotherham, a health watchdog, highlighted concerns that the system fails to recognize variations in speech, including regional accents and impediments. This has led to frustration and, in some cases, patients resorting to physically visiting their GP surgeries because the telephone system was too challenging to navigate.

QuantumLoopAI, the developer of EMMA, stated that the AI is designed to understand a wide range of dialects and supports 17 languages. They emphasize that EMMA does not make clinical decisions and that callers can speak to a human representative at any time if the AI cannot understand their request. The company claims overwhelmingly positive feedback from practices and patients nationwide, with over 90% reporting improved service.

Healthwatch Rotherham has been informing community groups, particularly the elderly and veterans, about their right to opt out of the AI system. They are compiling feedback to report to Healthwatch England and subsequently the Department of Health and Social Care. NHS South Yorkshire Integrated Care Boards acknowledged the use of such AI technology in local practices and is collaborating with Healthwatch to develop guidance for GP practices regarding these telephone systems.