Summary 

Health Innovation Kent Surrey Sussex has created a patient video about ambient voice technology. 

Ambient voice technology (AVT) can listen during an appointment and help a clinician create notes. In healthcare, AVT documents the session in real time so clinicians can stay focused on the patient in front of them. The video explains what AVT is, why NHS services use it and how it works. 

The video also covers the possible benefits and common concerns. It helps patients decide whether they are comfortable with AVT during their appointment.  

Challenge 

NHS services are using AVT more often in primary and secondary care. However, many patients do not know what it is or how it works. Some clinicians may also have limited knowledge of the technology. 

People have concerns about how technology could change their care. They also want to know how services will use, store and protect their health information. 

There is no consistent approach to explaining AVT to patients. Patients need clear information before deciding whether they agree to its use.  

Approach 

Health Innovation KSS developed a video to answer key questions about AVT. It explains: 

• what ambient voice technology is 
• why a clinician might use it 
• how the technology works 
• what the possible benefits are 
• what concerns patients may have  

 The team reviewed existing insight from people and communities. This included: 

• The co-designed Sussex and Kent and Medway principles for using artificial intelligence in healthcare. 
• Surveys on AVT and the use of artificial intelligence in healthcare.  

Health Innovation KSS also co-developed the video with three patient and public groups and one primary care multi-stakeholder forum: 

• NHS Kent, Medway and Sussex Secure Data Environment Public and Patient Advisory Group 
• NHS Kent and Medway Digital and Data Involvement Group 
• NHS Sussex Digital and Data People’s Panel 
• The Health Innovation KSS Primary Care Innovation Panel

Image from NHS Sussex Digital and Data People’s Panel in person meeting

Group members reviewed the script and suggested changes. They considered whether it made sense, what was missing and how to improve access. 

The team used readability and accessibility checks when developing the video.

The video is available in English and nine other languages commonly spoken across Kent and Medway, Surrey and Sussex. An English transcript is also available for people who use screen readers.  

Health Innovation KSS also developed a poster for services to share the video with patients, and a frequently asked questions document with more detail for services and clinicians. The FAQ links to existing guidance, so staff can find further information when they need it. 

Impact 

To date, this work has had the following impact:

• Supporting informed choices: The video gives patients clear information about AVT. It helps them understand what the technology does and why a clinician may use it. Patients can use this information when deciding whether they agree to its use. 
• Reaching people and services: The English video was watched by over 150 people from publication in July to early August. National and local organisations also shared it through their networks. These organisations included the Patients Association, NHS Digital Academy and Kent and Medway Primary Care Training Hub.  
• Supporting wider use: NHS Herefordshire and Worcestershire Integrated Care Board and Croydon Health Services NHS Trust are adding the videos to their websites. The resource will also support local principles for artificial intelligence in NHS Surrey and Sussex and NHS Kent and Medway.  
• Exploring use in other settings: Surrey and Borders Partnership NHS Foundation Trust has shown interest in adapting the video for mental health settings. This interest shows how the resource could support patients in different parts of the NHS.  

Access the video here