Industry experts convened this week to explore how artificial intelligence is reshaping care delivery, governance and the daily experiences of residents and care teams
Some 30 residential care providers and specialists from across the sector met in London this week for a special roundtable event to examine the practical applications, governance and responsible use of artificial intelligence in care settings.
Photo courtesy of Access UK Ltd
Of course, these are subjects of great interest to the wider sector – see our recent special report: People First with AI and Tech-enabled Care. So we asked the organisers for more details about what was discussed at the roundtable, and what we can all learn from it…
The roundtable event was convened by Access Health, Support and Care, hosted by Daniel Casson, Managing Director at Casson Consulting, and speakers included Nye Brown, CEO of Hallmark Luxury Care Homes, Katie Thorn from the Digital Care Hub and the Oxford Project: The Responsible Use of Generative AI in Care.
Attendees included representatives from the Abbeyfield Society, B&M Care, Bevan Brittan, Contesto, Digital Care Hub, Dimensions UK, Eleanor Healthcare, EQ Care & Outstanding Society, Graham Care Group, iCare Services, Island Healthcare, Kara Healthcare, Nightingale Hammerson, LDC Care Co Ltd, Majesticare, Oakland Care Group, Oaktree Lodge, SVL Care and the University of Oxford.
Among the topics covered were establishing robust AI governance frameworks to protect vulnerable residents and the training requirements for both frontline care and senior leadership teams.
Participants also discussed how to manage the risks of care workers using consumer AI tools such as ChatGPT for care planning without proper safeguards, and how to maintain regulatory compliance while embracing innovation.
There was also discussion of how to ensure adequate Wi-Fi and digital infrastructure to support AI technologies, and on creating opportunities to share learnings across the care community.
Practical AI applications
Nye Brown shared a range of insights from Hallmark’s evolving AI strategy, highlighting opportunities and vulnerabilities. The company’s comprehensive AI in the workplace policy establishes clear guidelines for care workers on appropriate use while protecting resident data and maintaining alignment with Care Quality Commission (CQC) and Care Inspectorate Wales (CIW) regulations.
Brown says: ‘Our approach to AI at Hallmark is cautious but inquisitive. We’re focused on how technology can enhance care quality and reduce administrative burden, not replace care workers. From chatbots that help the team quickly access company policies to AI that identifies care trends we might otherwise miss, the goal is giving carers more time to focus on what matters – caring for people.
‘But success requires getting the infrastructure right, establishing strict governance frameworks and educating colleagues on safe, responsible use. It’s about slowing down to go faster, making sure we have the right infrastructure in place so digital transformation serves the bigger picture rather than creating siloed systems.’
The humanoid robot project
Hallmark’s pioneering work with a humanoid robot was also discussed at the event. The company is currently evaluating an AI-enabled companion for use with older residents. Before any introduction to a home takes place, Dr Isabelle Latham – Hallmark’s researcher-in-residence – conducts a rigorous acceptance study to gauge residents’ perceptions and concerns regarding the new technology.
This phased approach, say the Hallmark team, prioritises resident well-being while ensuring that the technology complements rather than replaces human interaction. That principle resonated strongly across many of the discussions held in the roundtable.
Building foundations for responsible AI
Another point repeated in discussions was that substantial groundwork is needed if AI implementation is to be successful, especially in infrastructure, policy development and workforce capability. Providers said that robust digital care management systems provide the essential foundation for introducing more advanced AI capabilities safely and effectively.
Just as important is creating an environment in which the care community can share learnings openly. That doesn’t just mean successes – things not working or examples where AI did not delivered expected results are also important to help the sector navigate challenges more effectively and accelerate responsible adoption.
Daniel Casson, CEO of Casson Consulting, says: ‘What we’re seeing across the sector is a recognition that AI isn’t a future consideration – it’s here now, and care providers are grappling with how to harness it responsibly. The challenge isn’t whether to engage with AI but how to do so in a way that enhances care quality, protects vulnerable people, and maintains the trust that underpins everything we do.’
Following this, Katie Thorn led a discussion on how AI can be used responsibly and ethically to ensure security and wellbeing for people supported in their care and carers.
Thorn says: ‘The fundamental question we must address is trust: how do we maintain confidence from both care workers and people receiving care when AI is involved in care delivery? Care workers need training not just in using AI but in critically evaluating its outputs – questioning, monitoring and refining what the technology produces.
‘Crucially, we need to share examples where AI has failed, not just successes, so the whole care community can learn from these experiences. Clear employer guidance and ongoing evaluation of what works for your specific setting are essential. When used responsibly, AI can enable more informed care decisions through the wealth of data it makes accessible.’
Into the future
The roundtable concluded with a general consensus from participants that AI, deployed thoughtfully and ethically, offers significant potential to enhance the delivery of care – so long as it is underpinned by robust governance, proper infrastructure investment and an unwavering commitment to keep residents’ well-being at the centre of every decision.
As AI capabilities advance, the sector faces a critical juncture between embracing technological innovation and preserving the essentially human nature of care…
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