The challenge

At The Hill Surgery in Hastings, East Sussex, the challenge wasn’t just about time – it was about responsibility. As a GP partner, Dr. Milan Radia was acutely aware of the risks associated with poor documentation, especially from non-doctor staff working under the supervision of GPs. With rising pressure to balance care quality, legal risk, and efficiency, accurate notes were mission-critical.

“If notes are poor – especially from nurses or pharmacists – it puts liability on us as partners.”

“It’s difficult to consult and take good notes at the same time,” Dr. Radia explains. “Patients can tell when you're distracted. And if notes are poor – especially from nurses or pharmacists – it puts liability on us as partners”.

How they solved it using Tandem

Dr. Radia introduced Tandem’s AI medical scribe to solve this exact problem. Tandem captures and structures notes automatically during consultations, helping clinicians focus on the patient while ensuring high-quality, coded documentation.

The integration with EMIS was a critical factor. “That’s the one thing Tandem did that the others didn’t,” he said. “Templates are okay, but they’re didactic. This just works with how we actually practice”.

Tandem has now become a daily tool at The Hill Surgery – for GPs and non-doctor staff alike. According to Dr. Radia,

“We won’t go back to not having a scribe”.

The result

The impact was immediate across clinical, operational, and emotional dimensions:

Better documentation, less stress:

• Notes are more accurate, better coded, and easier to search.
• Non-doctor staff have more confidence in their documentation.
• GPs feel a new sense of safety and clarity when reviewing patient records.

Improved patient experience:

• Patients feel more listened to, less distracted by note-taking.
• Every patient is informed and consents to the use of AI in the room – none have declined.

System-wide efficiency:

• “Your workload has fallen because you're not constantly writing notes and thinking about writing,” says Dr. Radia.
• The team can deliver “quality medicine,” with every blood pressure and examination detail properly coded.

As Dr. Radia sums it up:

“This is the future. Especially if we’re going to have more non-doctor staff working in teams, tools like Tandem make a huge difference”.

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