Welcome to a new blog series ‘Primary Care POV’ where we get first-hand accounts and perspectives of emerging trends and technology from primary care professionals.
For our first blog, we spoke with Ryan Astley, Digital Transformation Lead for Community Care Hall Green PCN in Birmingham and Solihull, to gain insight into Hall Green Health’s trial of Surgery Intellect, powered by TORTUS, and how ambient voice technology (AVT) is transforming the consultation experience.
What led you to explore the use of AVT?
“I’ve always been interested in how digital tools can ease pressure on the frontline. Before joining Hall Green Health, I was Head of Transformation for a large GP group, where we explored a wide range of digital innovations. When I moved into this role, the conversation around AVT was already gaining momentum.
We’d heard a lot about the potential of AI-powered transcription tools to reduce administrative load and improve the accuracy of clinical notes but we wanted to see what impact it could have in real-world primary care. Before partnering with X-on Health on Surgery Intellect, we ran a small-scale pilot directly with TORTUS to assess the benefits of AVT. The results were compelling — clinicians overwhelmingly found it helpful, saving them time and reducing burnout.
As existing customers of X-on Health’s Cloud telephony system Surgery Connect, it made perfect sense to continue the journey with their ambient scribe Surgery Intellect, powered by TORTUS. The integration opportunities were key for us, so being able to link voice technology with our existing systems and, eventually, our clinical records. That level of joined-up efficiency is exactly what general practice needs.”
Related reading: TORTUS AI and X-on Health: Writing a smarter, safer future
What has the implementation of AVT looked like so far at Hall Green Health?
“The trial’s still early days, but it’s been a learning experience in all the right ways. Before introducing Surgery Intellect, we needed to upgrade our version of the Surgery Connect Phonebar so the technology could be deployed seamlessly. That step also gave us the chance to re-educate staff on the full functionality of the Phonebar, something many clinicians hadn’t been using to its potential.
The X-on Health team supported us hands-on through that phase, with their Product Director even joining us for in-person and virtual training. Once we were confident everyone understood how the Phonebar worked, we introduced Surgery Intellect.
As with any AI-based solution, there was some nervousness initially, and rightly so. Clinicians wanted to be reassured that it was safe, compliant and genuinely effective. During training, we ran a demonstration where we threw a complex, disjointed consultation at the system to see how it handled it. To everyone’s surprise, it broke the conversation down beautifully. That was the turning point. I saw a real spark in the room as clinicians realised what the technology could do. Even our Medical Director, who describes herself as a technophobe, became an instant convert once she saw it in action.”
Related watch: Unlock your Phonebar’s full potential and reclaim up to an hour of your day
What kind of impact from AVT have you seen so far?
“Even though the trial has only been running for a few weeks, we’re already seeing tangible benefits. Clinicians are telling us they feel more present in consultations because they’re not constantly typing. They’re able to focus on the patient in front of them, not the keyboard. That has a ripple effect on patient experience. My sense is that patients appreciate being listened to without that screen barrier.
From an operational point of view, early signs show less admin burden and slightly reduced waiting times in the surgery. We’ll be gathering more structured data soon, but so far, the feedback is overwhelmingly positive. It’s a tool that helps our clinicians deliver better care — not by replacing them, but by freeing them up to do what they’re trained for.”
What lessons have you learned about introducing AI tools like AVT?
“Preparation and communication are everything. Because we’d already done groundwork with a smaller AVT pilot, our teams knew what to expect. Still, there’s always a curve when you introduce something new.
One of the biggest takeaways has been the importance of helping people understand why you’re adopting it. AI can feel intimidating, so transparency builds trust. We spent time walking clinicians through how the technology works, how data is handled and what safeguards are in place. That helped ease the hesitation.
We also learned that embedding AVT changes the consultation dynamic slightly. Clinicians have to adjust their consultation style, speaking more naturally and clearly so the system captures everything accurately. But after a week or two, it becomes more like second nature.
And, of course, feedback loops are vital. We’ve been collecting comments on everything from note formatting to the tone of patient letters. Some clinicians prefer shorter outputs, for example, so customisation will be a key focus moving forward. The team at X-on Health and TORTUS have been incredibly responsive in that sense. It’s felt like a genuine partnership.”
Related reading: Voice AI: Empowering care through technology that listens
How do you see AVT evolving in general practice over the next few years?
“I think we’re at the very beginning of what’s possible. Right now, Surgery Intellect is already proving its worth by saving time and improving focus during consultations. Once integration with telephony and clinical records goes live, it’ll make an even bigger difference.
The ability to generate accurate notes, referrals and coding in real time — all within one connected workflow — will be game-changing for GPs. It’s not just about saving three to five minutes per consultation, it’s about reducing cognitive load and giving clinicians the headspace to think more holistically about their patients.
I’d like to make the distinction that I don’t see AVT as a replacement for human judgment. It’s more of a supportive tool, a very capable assistant that can handle the repetitive admin so clinicians can focus on the complex, human side of care.
If we approach it with an open mind, ensure safety and compliance remain central, and invest in good training and feedback, AVT could transform how primary care operates. For Hall Green Health, it’s already helping us find our voice again, and that’s what this technology is all about.”
Through Hall Green Health’s early use of Surgery Intellect, powered by TORTUS, AVT is demonstrating its potential to reduce admin burden, boost clinician satisfaction and create more attentive, confident care. As more practices explore the technology, its role in shaping the next generation of patient-centred, voice-enabled healthcare is only set to grow.
Want to experience it first-hand?
Discover the difference it makes when technology truly listens.