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AI Fails Stroke Survivor: GP Surgery Scrambles for Staff
26 Aug
Summary
- Stroke survivor couldn't get past AI reception five times.
- AI's inability to understand speech led to patient frustration.
- GP surgery has decommissioned AI and hired more reception staff.
A woman recovering from a stroke expressed frustration after an AI reception service at her GP surgery could not understand her speech. Judith Butterfield, 71, attempted to book an appointment five times but was unable to get past the AI system due to her fragmented speech.
The ASA surgery in Armthorpe near Doncaster had implemented the AI system, EMMA, to manage phone wait times. However, the system's inability to understand her and the restriction on using speakerphone made the process difficult for Butterfield. She eventually registered with a different practice that offered human receptionists.
In response to the incident, the practice manager confirmed that the EMMA service has been decommissioned. The surgery has since hired more reception staff to enhance patient services and expressed a willingness to welcome Butterfield back.
