Introducing Heidi

Heidi is a digital note-taking tool which Sue Ryder uses to the help our care teams prepare notes, letters and forms during or after your appointment, review or assessment. We use it because it helps support our clinicians in spending more time with you and less time on admin. Your Sue Ryder care professional stays in control of your record at all times.

Heidi is an AI tool known as ‘Ambient Voice Technology’. It is a tool used on the computer, phone or laptop your Sue Ryder clinician is using which helps turn spoken conversations into written notes. It can also help summarise what was said. It is used to support clinicians by saving time and making sure important information from appointments is recorded accurately.

It works a bit like subtitles on TV, but for medical appointments, and it can also create a short summary of the conversation.

We want your Sue Ryer clinician to spend more time face-to-face speaking to you. By helping our care teams to automate clinical notes, letters and forms, they can spend more time talking to you and less on paperwork. Heidi supports clearer, timely documentation while your clinician is free to focus on you.

Your Sue Ryder clinician will check and approve Heidi’s notes before adding them to your health record. Heidi helps your Sue Ryder care professional create the notes, but they remain responsible for the accuracy and content.

Heidi does not store patient data, keep recordings or private information, and it is used to take notes which are then safely and securely transferred to your health record, after review by the Sue Ryder clinician you speak with in an appointment.

The voice recording is not held and is deleted.

No. It’s your choice. You can say no at any time, whether or not you’ve said yes before, and this will not impact the care you receive.

Yes. Even if you’ve said yes earlier in the appointment, if you prefer not to use Heidi, tell your clinician and they will take notes themselves as usual. Your care remains unchanged.

Heidi follows UK data protection law, regulations and NHS standards (including UK-GDPR, Digital Clinical Safety, and recognised cyber security frameworks).

Heidi is a clinical tool already used across GP surgeries and the NHS to support with note taking. It is governed by NHS standards and is not a public chatbot. It doesn’t listen or record, capture or keep any of your conversation.

Heidi meets with regulations and standards such as digital clinical safety standard DCB0129, the Data Security and Protection Toolkit and recognised cyber security certifications (ISO 27001, SOC 2 Type 2, Cyber Essentials Plus).

Sue Ryder has also thoroughly reviewed Heidi according to Sue Ryder’s digital and clinical safety and information governance processes and approved for safe use in patient care.

No. Heidi’s purpose is to reduce admin so your clinician can spend more time with you. Clinical care remains person‑centred and delivered by Sue Ryder trained professionals.

Not necessarily. Your clinician will decide whether Heidi is helpful for the type of appointment you are having. You can always opt out too.

Your clinician reviews and approves notes before they are added to your health record, which is handled in line with all patient confidentiality and data protection.

Heidi is a tool that makes writing up any appointments or conversations you have with Sue Ryder quicker more efficient. This means you will receive follow up letters and documentation from us more quickly.

No. Heidi is only used to help take notes. Clinical decisions are made by your Sue Ryder clinician and your Sue Ryder care team, using their clinical expertise and professional judgement.

You can request access to your health record from Sue Ryder. For more information on how to do this visit our Health and Social Care Privacy Policy.

Please tell your Sue Ryder clinician what you need to help you get the best out of your care.

Heidi does not impact your preferences or accessibility needs, and our Sue Ryder clinician will make sure your reasonable adjustments always come first.