The NHS has a history of being a pioneer in the adoption of leading technical advancements in patient care. Despite its many challenges, from rising patient demand, clinician burnout, administrative overload, ever-present budgetary constraints etc., the NHS's technological ambition continuously produces innovation through adoption of new ways of working with patients, their data and the community.
Ambient AI is beginning to reshape the way frontline healthcare is delivered at numerous NHS trusts across the country, offering a glimpse into a more efficient, technology-driven, patient-focused future.
As a leading, and globally recognised IT supplier to the UK public sector, Phoenix Software has a 30-year history actively working on healthcare IT projects, including many of these new frontier AI trials. In collaboration with our NHS customers, we strongly believe this could be the start of the most ambitious and transformational technology implementation the UK healthcare service has ever undertaken.
What is ambient AI?
Ambient AI refers to voice-enabled technologies that work unobtrusively in the background during clinical consultations. They capture conversations, extract key information, create orders and referral letters and automatically update electronic patient records (EPRs). Ambient AI doesn't just make clinicians more efficient, it enables them to be more present and focused on their patients, helping to improve both healthcare outcomes and patient satisfaction.
Recent trials have shown remarkable results. Microsoft's Dragon Copilot, can reportedly save clinicians an average of five minutes per consultation according to a recent US Microsoft trial. This translated to 13-26 additional appointments per month. What's more, 70% of clinicians reported improved work-life balance and reduced feeling of burnout and fatigue, while 93% of patients said their physician was more personable and conversational during their consultation.
Real-world applications
Two technologies are currently leading the charge on ambient AI in the UK:
Microsoft Dragon Copilot: Integrated directly within an organisation's existing Microsoft 365 tenant, Dragon Copilot offers enterprise-grade security and allows clinicians to query patient records using natural language. For example, a doctor might ask, ‘Give me a summary of our last consultation,' and receive an instant, accurate response. Microsoft has also tailored the product for the UK market, such as adding support for referral letters.
Anathem: A UK-based ambient voice AI tool, Anathem is being piloted across some NHS trusts. It is highly customisable, with open architecture that allows for bespoke templates and workflows. Originally developed for mental health services, it is now expanding into other sectors like healthcare, policing and criminal justice.
Building trust
One of the most interesting findings from trials is the gap between clinician and patient acceptance of AI. While many clinicians were worried about how patients would feel about ambient AI during their consultation, patients have proven to be generally more accepting than expected. In fact, many have welcomed it, as they report feeling that their doctor is more engaged when ambient AI is used.
However, many steps are still being taken to ensure patients are fully informed about the use of AI in their consultations well before they step into their GP's surgery. Proactive communication such as patient leaflets, notices on consultation room doors, and information provided during appointment booking helps to put the patient at ease prior to their appointment. Simple physical cues are also being considered, such as red and green lamps to indicate when AI is active.
Tackling the technical challenges
As with any new technology, deploying ambient AI isn't without its technical hurdles. Integration with existing IT and EPR systems is critical. Standalone solutions risk creating data silos and administrative burdens. That's why tools like Dragon Copilot offer tools to support seamless integration, and we at Phoenix Software work closely with NHS trusts to ensure compatibility with their specific infrastructure.
Training is another key factor. Clinicians are changing work habits to get the best out of ambient AI, such as vocalising their actions during a consultation, for example ‘the patient is showing me their left arm' or asking patients to repeat unclear statements to ensure the ambient AI hears it. IT administrators and clinical leaders also require training to customise templates, build effective workflows, ensure correct data handling procedures etc.
Legal and regulatory considerations are also front of mind. Ambient AI tools generate huge volumes of data. Aside from the technical challenges of storing this data, maintaining patient privacy remains the priority for policymakers.
Looking ahead
While no one is pretending ambient AI is a silver bullet (no technology is), it is quickly proving to be a powerful tool in the NHS's digital transformation journey. By reducing administrative burdens, improving documentation quality, and enhancing the patient experience, it is helping to address some of the most pressing issues in healthcare securely, responsibly and effectively.
