AI Policy.

Our commitment

My Health and Wellbeing Clinic is committed to the safe, ethical and responsible use of artificial intelligence (AI) to support clinical care, administration and service delivery. AI is used to enhance efficiency and quality of care but does not replace professional judgement. All clinical decisions remain the responsibility of a qualified healthcare professional.

Compliance and governance

AI systems are implemented in line with UK legislation, including the Data Protection Act 2018 and UK GDPR, and follow NHS standards such as:

• The Digital Technology Assessment Criteria (DTAC) for health and care digital products
• NHS Digital Clinical Risk Management Standards
• DCB0160 standards for the safe deployment and use of AI systems
• DCB0129 standards for systems we develop or configure internally
• Where applicable, MHRA requirements including UKCA or CE marking for AI systems treated as medical devices

All AI use is subject to appropriate governance, clinical oversight and risk management.

Human oversight, always

AI supports care delivery but does not replace clinical judgement. All AI outputs are reviewed and validated by a clinician or appropriately trained staff member before being relied upon. AI systems are used only within their intended purpose and scope, and appropriate human oversight, monitoring and evaluation is maintained at all times.

AI systems are not used to make fully automated decisions that significantly affect patients without human involvement.

How we use AI

AI is used to support administrative processes, communication and (with strict oversight) certain clinical tasks. Current uses include:

1. Phone reception (Lyngo AI)

Outside our clinic hours (9am–7pm, 7 days), our 24/7 AI phone receptionist handles incoming calls. It can answer common questions about our services, take messages, and book appointments. It introduces itself transparently as an AI assistant. Calls involving anything clinically urgent are routed to emergency information (999, NHS 111, Samaritans). Conversations are stored securely and may be reviewed by a human team member to ensure quality and accuracy.

2. Ambient voice technology for clinical notes

Some of our clinicians use ambient voice technology during consultations — with your knowledge and consent — to help them transcribe the consultation into structured clinical records. This allows the clinician to focus on you rather than typing. The clinician reviews and edits the notes before they are saved.

3. Administrative AI

AI assists with appointment management, letter drafting and routine correspondence. All outputs are reviewed by a human before being sent.

4. Clinical decision support

Clinical decision support systems may assist clinicians in identifying possible diagnoses, investigations or treatment options — but do not make decisions independently. Your clinician makes the call.

5. Generative AI for drafting

Generative AI may be used to draft clinical documents, referral letters and administrative correspondence — always reviewed and approved by a human before use.

6. Operational planning

Predictive tools may be used to support operational planning, appointment scheduling and identification of potential patient needs.

Data protection and processing

My Health and Wellbeing Clinic acts as the Data Controller for personal data processed through its services. AI providers, including Lyngo AI and ambient voice technologies, act as Data Processors and operate under legally compliant agreements (Article 28 UK GDPR).

All third-party providers are subject to due diligence, including assessment of data protection, cyber security and contractual safeguards.

Personal data is processed lawfully, fairly and transparently. Only the minimum necessary data is used. Data is stored securely and retained only for as long as necessary in accordance with legal and clinical requirements. Where data is transferred outside the UK or EEA, appropriate safeguards are in place.

For full details on how we handle personal data, see our Privacy Policy.

Your consent and right to alternatives

Patients are informed that AI may be used as part of their care and administration. For direct care, implied consent applies where appropriate. Where specific or sensitive use is involved (for example, ambient voice transcription), explicit consent will be obtained.

You have the right to:

• Ask questions about how AI is being used in your care
• Request further information about any specific AI tool
• Object to the use of AI where appropriate
• Request alternative non-digital options — including speaking directly to a human receptionist during clinic hours, and having consultations without ambient voice transcription

Risk assessment and safety

All AI systems undergo clinical risk assessment before use. Clinical safety documentation including hazard logs, risk assessments and safety case reports are maintained. Risks are identified, assessed and mitigated before deployment.

Staff are trained in the safe use of AI systems and in recognising their limitations. Systems are monitored continuously and reviewed following incidents or changes.

Limitations of AI

We're honest about what AI can and cannot do. AI systems may produce errors, omissions or biased outputs. They may not fully reflect individual patient circumstances or clinical complexity.

AI should not be relied upon as the sole basis for decision-making, and clinicians must exercise professional judgement at all times.

Bias, discrimination and accessibility

The clinic recognises risks such as bias, discrimination and unequal access. These risks are assessed and mitigated during procurement and use. Systems are monitored to ensure they do not disadvantage any group and to identify unintended consequences.

We recognise that not all patients can access or use digital services. Alternative access routes such as telephone (during staffed hours) and in-person services are always available. Access is monitored to ensure services remain inclusive and accessible.

Incident reporting

All incidents involving AI are reported and investigated. This includes errors, near misses and system failures. Learning from incidents is used to improve systems and processes.

Systems are in place to report and learn from incidents, including significant event reporting, Learn from Patient Safety Events (LFPSE), and MHRA reporting where required.

Data security

Appropriate technical and organisational measures are in place to protect data. Access is restricted to authorised users and staff are trained in confidentiality and data protection. Any data breaches are managed in accordance with legal requirements, including notification to the ICO and affected individuals where required.

Roles and responsibilities

Overall responsibility for AI governance lies with the clinic directors. Clinical governance processes include regular review of AI use, audits and quality improvement. A Clinical Safety Officer oversees safety and risk management. AI use is reviewed regularly to ensure it remains safe, effective and appropriate.

A Data Protection Impact Assessment (DPIA) is undertaken where processing is likely to pose a high risk, particularly when handling health data.

Concerns and complaints

Patients may raise concerns about the use of AI or their personal data. Complaints will be handled in line with our Complaints Policy and Privacy Policy.

You also have the right to complain to the Information Commissioner's Office:

• Website: ico.org.uk
• Phone: 0303 123 1113

Updates to this policy

This policy is reviewed regularly and updated in line with changes in legislation, guidance and technology.