First AI trial at London Ambulance Service boosts patient care

London Ambulance Service has begun trialling Artificial Intelligence (AI) to support paramedics in treating more patients, marking a first for UK emergency services.

The pilot uses Ambient Voice Technology, which listens to and transcribes conversations between clinicians and patients during 999 calls. The system automatically generates structured medical notes, which are then reviewed by the paramedic. By reducing the time spent on paperwork, paramedics are able to focus more on patient care and handle hundreds of additional cases each day.

Senior paramedics working in the Service’s clinical hub – where detailed telephone assessments are carried out – report that the AI tool has significantly eased the burden of note-taking.

Paramedic Genevieve In, who took part in the trial, said: “It’s very good – it types up all your notes so you don’t have to think about typing things when you are talking to your patient and the notes are concise. My favourite thing is when it’s listening to calls with an interpreter – often those calls can be really drawn out but this summarises them very nicely.”

She added that the technology allows her to concentrate fully on complex patient needs and share notes more quickly with ambulance crews, improving continuity of care.

Around 20 per cent of 999 callers in London are treated over the phone, and most of those patients can now benefit from the AI system. The technology has also been tested in ambulances, where crews found it saved time during face-to-face assessments.

David Davis, Chief Clinical Information Officer and paramedic at London Ambulance Service, said: “With ever increasing demand on our service, we are committed to finding innovative ways to become more efficient while improving patient care. By taking away that stress, this tool is increasing job satisfaction and giving time back to our clinicians to do what they excel at – delivering patient care.”

Patients are asked for consent before their conversations are transcribed, and no information is stored by the AI tool. This ensures confidentiality and data protection standards are upheld.

Clare McMillan, Chief Digital Officer at the Service, highlighted the broader impact the technology could have if adopted nationally: “If every ambulance service adopted this technology, the improvements we are seeing in London would translate into thousands more patients getting faster and better care. With the right clinical leadership and oversight, AI can help shape the future of urgent and emergency care delivery, helping us ease the pressures facing the NHS.”

The tool, developed by AI company TORTUS, was initially tested at Great Ormond Street Hospital before being expanded into emergency care settings. The trial’s success has already helped inform the government’s 10-year Health Plan for England, with a strong focus on productivity and patient outcomes.

AI and London Ambulance Service at The Emergency Tech Show 2025

At this year’s The Emergency Tech Show (17-18 September at the NEC, Birmingham), David Davis, Chief Clinical Information Officer – London Ambulance Service, will speak about how the service has introduced ambient scribing and how it’s freeing up time for the frontline.

Register for your free ticket to The Emergency Tech Show here.

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