How Heidi Health Transformed Clinical Documentation at Harley Street Hearing

Background

Harley Street Hearing is a busy audiology clinic offering a wide range of specialist services, including hearing assessments, hearing aid fittings, tinnitus therapy, vestibular (balance) assessments, earwax management and hearing protection.

The clinic operates with a highly specialised team, where different clinicians focus on different areas of audiology, many involving emotionally complex conversations, long case histories, and extensive clinical detail. Appointments can range from standard hearing tests to sessions lasting several hours, particularly for vestibular assessments and tinnitus therapy.

Accurate documentation is critical for continuity of care, clinical quality, and communication with patients and referrers. However, as the clinic grew busier, the administrative burden associated with this level of detail became increasingly difficult to manage.

Challenges

Before adopting Heidi Health, clinicians at Harley Street Hearing faced several challenges:

• Appointments involved large volumes of patient narrative, emotional context, and clinical detail
• Note-taking during sessions risked disrupting focus and patient connection
• Back-to-back appointments left little or no time to write notes between sessions
• Reports, referral letters, and documentation frequently delayed for several working days
• Important details could be lost when notes were written later from memory

As one clinician explained, the issue wasn’t clinical complexity, it was trying to document that complexity accurately and efficiently.

“With back-to-back appointments, naturally we would forget some details. But with Heidi, that doesn’t happen. There’s no loss of detail.” — Clinician at Harley Street Hearing

The Solution

Harley Street Hearing introduced Heidi to support clinicians during consultations by capturing conversations and generating structured clinical notes, letters, and reports, all reviewed and approved by clinicians.

The approach allowed clinicians to conduct appointments as normal, while Heidi worked quietly in the background.

With the right templates in place, Heidi proved especially valuable in:

• Tinnitus therapy sessions with strong psychological and emotional components
• Vestibular assessments lasting up to three hours
• Hearing aid consultations involving detailed discussions and decision-making
• Case histories with extensive symptom descriptions

“It’s so helpful to capture everything the patient is saying without having to take extensive notes - you can really be there for the patient while Heidi does the paperwork in the background.” — Clinician at Harley Street Hearing

What changed in practice

Once implemented, the impact was immediate and visible across the clinic.

Clinicians reported that:

• Reports and referral letters that once took hours were completed almost instantly
• Notes were finished on the same day, rather than accumulating over the week
• Admin time no longer needed to be blocked out in diaries
• Clinicians could leave work on time consistently

“Things that would take several hours of our week are now done almost instantly.” — Clinician at Harley Street Hearing

For many clinicians, weekly overtime dedicated to paperwork dropped dramatically.

“We were doing maybe two or three hours of admin time per week. Now it’s closer to half an hour.” — Clinician at Harley Street Hearing

Impact on clinician wellbeing

Beyond time savings, the effect on clinician wellbeing was significant.

By removing the constant pressure of unfinished paperwork, Heidi helped reduce stress and mental load across the team.

“Everyone is always praising Heidi. It’s less stressful, and it makes us more available for the patient.” — Clinician at Harley Street Hearing

Clinicians no longer worried about notes accumulating or having to recall details days later, a change that made day-to-day work feel more manageable and sustainable.

A workflow that fits the clinic, not the other way around

A key part of Harley Street Hearing’s success with Heidi was customisation.

During the pilot phase, templates were carefully adapted to match the clinic’s highly specific documentation style and clinical standards.

“We are very particular about how we want our notes and letters written. Once the templates were right, everything just flowed.” — Clinician at Harley Street Hearing

Heidi was also integrated directly into the clinic’s patient management system, enabling:

• Automatic population of patient details
• One-click transfer of notes into clinical records
• Fast, frictionless use during busy clinics

“Now all clinicians have to do is hit start, choose the right template, and everything is done.” — Clinician at Harley Street Hearing

Supporting multilingual care

Harley Street Hearing also benefits from Heidi’s ability to handle multilingual appointments.

Clinicians conduct sessions in languages such as Portuguese and French, with Heidi able to:

• Capture the full appointment in the original language
• Generate notes and letters in English
• Produce documentation in the original language if required

This removed the need to manually write multiple versions of the same report.

“We don’t have to write two reports anymore - Heidi can handle that too.” — Clinician at Harley Street Hearing

Advice to other clinics

For clinics considering AI-assisted documentation, Harley Street Hearing’s advice is simple:

“Try it. You will not want to go back.” — Clinician at Harley Street Hearing

Even initially sceptical clinicians quickly adopted Heidi once they experienced the impact firsthand.

“Once people start using it and see how easy and helpful it is, they don’t go back.” — Clinician at Harley Street Hearing

Looking ahead

By adopting Heidi Health’s AI Scribe, Harley Street Hearing has transformed how clinical documentation fits into daily practice, not as a burden, but as a background process.

The result is a clinic where:

• Complex appointments are fully captured
• Documentation is completed on time
• Clinicians finish work without admin hanging over them
• Patients receive more focused, attentive care

For Harley Street Hearing, Heidi isn’t just a productivity tool, it’s become an essential part of delivering high-quality, sustainable specialist care.