Hey Geraldine

This information was sourced from "Hey Geraldine" by AI.GOV.UK, https://ai.gov.uk/knowledge-hub/tools/hey-geraldine/?directTo=library. Licensed under Open Government Licence v3.0.

The challenge

Peterborough City Council was facing growing pressure on its adult social care teams. Practitioners often had to rely on one highly experienced colleague for guidance, especially when trying to find the right technology-enabled care (TEC) solutions. These are tools like sensors, apps, or devices that help people live more safely and independently in their own homes. Off-the-shelf commercial systems raised concerns about data privacy and did not reflect the specific local context and nuances.

The solution

To address these challenges, the Council developed Hey Geraldine, a bespoke AI-powered knowledge assistant named in honour of Geraldine, a highly respected Occupational Therapist. The assistant was co-created with frontline staff to ensure it offers real-time, practical guidance and signposting on assistive technology and digital care solutions. The AI tool is accessible 24/7 and supports practitioners by answering detailed queries about TEC, helping them make faster, more informed decisions.

The results

Early testing shows:

• A saving of 15 minutes per conversation for Occupational Therapists (OT), supporting better caseload management and prioritisation of complex cases.
• Over 1,200 questions asked, with many genuine queries demonstrating practical value.
• Responses were consistent with the real Geraldine's advice, boosting trust and adoption among staff.

Learnings / insights

• Developing a bespoke AI solution addressed data privacy concerns and embedded local nuances more effectively than off-the-shelf commercial products.
• Regular, structured feedback sessions with frontline staff during development allowed continuous refinement of the AI's accuracy and relevance.
• Building user trust is crucial for widespread adoption of AI tools.
• Close collaboration with information governance teams and adherence to data protection protocols was crucial to managing risks and ensuring ethical AI deployment.