Overview
Part of North West London ICB, Golborne Canalside Health Centre is a busy general practice serving over 3,000 patients. Facing rising demand and increasing administrative workload, the team sought a more efficient way to manage documentation while improving the quality, consistency and usability of patient records.
The challenge
The practice struggled with inconsistent documentation and growing admin burden, with tasks often completed after clinics. Previous dictation tools improved note quality but lacked integration with the clinical system, creating friction and limiting adoption within everyday workflows.
The solution
Backed by trust in X-on Health and TORTUS’ clinically-led approach, the practice introduced Surgery Intellect, powered by TORTUS. As an existing Surgery Connect customer, having Surgery Intellect integrated with their telephony system was key. This enables clinicians to capture and structure notes in real time within their existing workflow, particularly for telephone consultations, while also supporting face-to-face care.
Early results and impact
“It gives you your life back. You’re not staying late every night finishing admin, and having AI alongside helps to reduce the cognitive load. It launches in a few clicks, saves directly to the clinical record, and being able to generate a transcription after the consultation is really helpful. The outputs are detailed, structured and produced almost immediately, work that would otherwise take up to 30 minutes.”
Yasmin, Lead GP and Local Innovation Lead in West London
By enabling documentation during consultations, Surgery Intellect has reduced the need for after-hours admin and helped clinicians stay on top of tasks. In the first four months of use, the practice saved an estimated 22 hours of administrative time across the team, freeing the team up to focus on more clinical and proactive care.
Integration with the phone system has been particularly valuable, supporting efficient documentation across a high volume of telephone consultations. The impact is especially clear in specialist clinics, such as weight management, where longer consultations require structured outputs. Using templates available, clinicians can generate detailed summaries in real time and share them with patients to support more inclusive care.
Overall, clinicians report improved focus and clearer patient interactions, with less time spent typing and more time engaging directly. The benefits extend across the wider team, supporting more consistent and joined-up records across care pathways.
Looking ahead
The practice enjoys the collaborative feedback loop with X-on Health to ensure the technology evolves in line with clinical needs. As the surgery moves into its new, modern premises and grows to accommodate more patients, adopting solutions like Surgery Intellect is seen as incredibly helpful in successfully supporting increased patient demand.
Summary
By adopting ambient voice technology integrated with their telephony, the practice has reduced admin burden, improved documentation quality and enabled clinicians to focus more fully on patients — supporting a more sustainable and joined-up model of care.
Want to see how Surgery Intellect, powered by TORTUS could support your practice?