Our Commitment to Safe and Responsible Use of AI
Pelham Medical Group uses some Artificial Intelligence (AI) technologies to help improve patient access, reduce administrative workload and support our staff in delivering safe, effective care.
We understand that some patients may have questions about how AI is used within healthcare. This page explains what AI is, how we use it, what information may be processed, and the safeguards we have in place.
We are committed to using AI responsibly, transparently and in accordance with NHS standards, data protection law and our clinical governance arrangements.
What is AI?
Artificial Intelligence (AI) refers to computer technology that can perform certain tasks that would normally require human input, such as understanding spoken or written information, identifying patterns, or helping organise information.
In healthcare, AI is increasingly used to support administrative processes and improve access to services.
AI systems do not replace our doctors, nurses or other healthcare professionals.
How We Use AI
We currently use NHS-approved technologies provided by Anima Health.
- Annie is Anima’s AI assistant. It helps organise information, summarise requests and support staff in assessing patient enquiries.
- Andi is the name of telephone voice assistant that helps gather information from patients who contact the practice by phone. It uses the same questionnaires employed by Annie.
These tools support our staff but do not replace clinicians or make independent decisions about patient care.
How AI Helps Us Deliver Services
AI can help us deliver services in several ways:
- Shorter waiting times & smoother access: reduced telephone queues, quicker triage decisions and easier access for patients.
- Greater consistency & completeness of records – questionnaires are felt to standardise questioning, improve documentation quality and ensure key clinical details are captured.
- Improved workflow & handover – dashboard view and RAG-rating are seen as reducing interruptions, easing pressure on triage clinicians and supporting continuity.
- Lower stress for staff – guided questions and clearer ownership of tasks reduce the cognitive load on reception and clinical teams.
- Potential to spread demand – online submissions may distribute requests across the day rather than concentrating calls at peak times.
While these technologies can improve efficiency and access, we recognise that some patients may have concerns about the use of AI. For this reason, all systems are subject to clinical oversight and governance arrangements before they are introduced into practice.
Does AI Make Decisions About My Care?
No.
AI systems used by the practice are decision-support tools. They do not diagnose patients, prescribe medication or determine treatment.
Any clinical summaries, urgency ratings or routing suggestions generated by AI are reviewed by appropriately trained members of staff before decisions are made or action is taken. Clinical responsibility always remains with our healthcare professionals.
Can I Still Speak to a Person?
Yes.
We recognise that not everyone is comfortable using digital services or interacting with AI technology.
If you prefer not to use our automated telephone service, you can request to speak to a member of our Care Navigation Team. If you cannot access online services, our staff can submit a request on your behalf using the same clinical system.
Where appropriate there will always be a route to receive support from a member of the practice team.
How Is My Information Used?
Like many modern healthcare systems, some AI-enabled services may process information that you provide when contacting us.
Any use of your information remains subject to:
- UK General Data Protection Regulation (UK GDPR).
- Data Protection Act 2018.
- NHS confidentiality requirements.
- NHS information governance standards.
We only share information where there is an appropriate legal basis to do so and where appropriate safeguards are in place.
We do not sell patient data.
Further information can be found in our Privacy Notice.
How Do We Ensure AI Is Used Safely?
Before introducing AI technologies, we undertake a comprehensive range of assessments to ensure systems are safe, appropriate and compliant with legal requirements.
These may include:
- Data Protection Impact Assessments (DPIAs).
- Clinical safety assessments.
- Appointing a Clinical Safety Officer to oversee the use of technology.
- Supplier due diligence and assurance checks.
- Ongoing monitoring and review.
We also ensure that staff are appropriately trained in the use of any AI systems implemented within the practice.
Is my information used to train AI systems?
The practice does not use patient information to train or improve AI systems unless there is an appropriate legal basis, suitable safeguards and any necessary approvals required by law.
Any use of patient information must comply with UK data protection law, NHS confidentiality requirements and our information governance policies.
AI and Medical Emergencies
Our AI systems are not emergency services.
If information provided suggests a medical emergency, our telephone care navigator may advise you to call 999 or attend Accident and Emergency services immediately.
If you believe someone is experiencing a medical emergency, do not wait for a practice response. Call 999 immediately.
What AI Does Not Do
- AI does not replace your GP.
- AI does not make independent clinical decisions.
- AI does not determine whether you receive NHS care.
- AI does not change your rights as a patient.
- AI does not remove our responsibility to protect your personal information.
Data Security and Confidentiality
Protecting your personal information is one of our highest priorities.
Any AI technologies used by the practice must meet the same standards of confidentiality, security and information governance that apply to all NHS services.
When using AI-enabled services:
- Information is encrypted during transmission and while stored.
- Data is held within secure UK-hosted environments.
- Suppliers must comply with UK GDPR and Data Protection Act 2018 requirements.
- Appropriate data processing agreements are in place.
- Systems are assessed against NHS standards, including the Digital Technology Assessment Criteria (DTAC).
- Access to information is restricted to authorised users involved in your care.
Before introducing any AI technology, the practice undertakes a Data Protection Impact Assessment (DPIA), information governance review and relevant clinical safety assessments.
Questions or Concerns
We recognise that some patients may have questions about AI and healthcare.
If you would like further information about how AI is used at Pelham Medical Group, please contact the practice and a member of our team will be happy to help.
Our Promise
We believe AI should support people, not replace them.
AI helps us manage requests more efficiently and improve access to care, but it does not replace the judgement, experience or accountability of our clinicians and staff.
Responsibility for your care always remains with Pelham Medical Group and the healthcare professionals involved in your treatment.