EMMA AI privacy notice
Heathcot Medical Practice uses digital assistant services provided by QuantumLoop Technologies Ltd to help us manage patient enquiries and improve access to our services.
Our digital assistants include:
- EMMA, who supports our telephone service
- Nina, who supports our website webchat and messaging service
What is artificial intelligence?
Artificial intelligence, usually called AI, is technology that allows computer software to understand and respond to spoken or written information.
EMMA and Nina use AI to understand what you are contacting the practice about, ask relevant questions and help organise the information you provide. This allows your request to be directed to the appropriate practice team more quickly.
The digital assistants do not diagnose medical conditions, make clinical decisions or replace the judgement of our healthcare professionals. Relevant requests are reviewed and managed by an appropriate member of the Heathcot team.
When might I interact with a digital assistant?
You may interact with EMMA or Nina when you:
- Call the practice
- Use the webchat service on our website
- Provide information through an online form presented during your interaction
- Send a message or enquiry to the practice
- Receive a message from the practice asking for further information about your care or enquiry
The digital assistants may ask for information such as your name, date of birth, contact details, the reason for your enquiry and relevant information about your symptoms or healthcare needs.
This information helps us identify you, understand your request and direct it to the appropriate member of the practice team.
Can I speak to a member of staff?
Yes. You can ask to speak to a member of our practice team if you are unable to use the digital assistant or would prefer further help from a person.
EMMA and Nina are designed to support our staff, not replace them. Patients will continue to have access to a human member of the team whenever this is needed.
How is my information used?
Information provided through EMMA or Nina is used only to:
- Help us understand and respond to your request
- Support the provision of your healthcare
- Direct your enquiry to the appropriate team
- Manage and improve the services provided by the practice
- Create an appropriate record of your contact with us
Your information is not used for advertising, marketing, commercial profiling or any purpose unrelated to your healthcare or the management of NHS services.
Relevant information may be added to your electronic medical record or our administrative systems in the same way as information provided during a telephone call, online consultation or conversation with a member of staff.
Who processes my information?
Heathcot Medical Practice is the Data Controller for your personal information. This means that we are responsible for deciding how and why your information is used.
QuantumLoop Technologies Ltd acts as our Data Processor. It processes information on our behalf and in accordance with our instructions and contractual requirements.
QuantumLoop may use approved specialist technology providers, known as sub-processors, to deliver parts of the service.
Processing of information in the United States
The main digital assistant service and the information retained by the service are hosted within the United Kingdom.
However, a limited part of the telephone service uses a US-based technology provider to convert spoken words into written text. This is known as a voice-to-text service.
When this function is used, limited information from the telephone interaction is transferred temporarily to and processed in the United States for the purpose of converting speech into text.
The US-based provider does not retain the information after completing the voice-to-text process, and the information is not permanently stored in the United States.
QuantumLoop Technologies Ltd is required to have appropriate contractual, technical and organisational safeguards in place to protect information processed outside the United Kingdom.
Our lawful basis for using your information
We process personal information under:
- Article 6(1)(e) UK GDPR – processing is necessary for the performance of a task carried out in the public interest
- Article 9(2)(h) UK GDPR – processing is necessary for the management and provision of health or social care
We also handle information in accordance with the Data Protection Act 2018, the Common Law Duty of Confidentiality and applicable NHS information governance requirements.
Further information and your rights
This page provides specific information about our use of EMMA and Nina. It should be read alongside our full Practice Privacy Notice, which explains:
- What personal information we collect
- How long we retain information
- Who we may share information with
- Your rights under data protection law
- How to request access to your information
- How to raise a concern or complaint
Please see our full Practice Privacy Notice for further information.