Walsall Healthcare NHS Trust and Heidi at a glance
Key outcomes:
- 62% less time spent on ED documentation (15–20 minutes down to 5–7)
- 11,000 extra clinical hours freed up per year in ED alone
- Dermatology letter turnaround cut from 9.28 days to 18 minutes, a 99.86% reduction, with no extra admin
- 100% of clinicians surveyed want to keep using Heidi
"Patients feel listened to. They feel the clinician is present. Rather than typing about their care, they're delivering it. Doctors are actively listening and patients feel heard." — Jamil Aslam, ED Consultant
Before Heidi: a backlog with no way through
Walsall came to Heidi with a substantial letter backlog already built up. Dermatology was a particular pressure point. Letters were taking 9.28 days to turn around on average, a delay that rippled through referral chains, patient communication, and clinical follow-up.
Across the emergency department, documentation was taking 15 to 20 minutes per patient, time pulled directly from clinical capacity in one of the hospital's highest-pressure environments.