Peterborough Council Launches AI Chatbot Capturing Veteran Worker Expertise to Support Adult Social Care

Peterborough City Council has transformed the extensive knowledge of veteran therapy practitioner Geraldine Jinks into an AI chatbot named "Hey Geraldine," designed to support adult social care workers by providing instant, practical advice in a style mimicking Jinks' own communication. Developed with Jinks' direct involvement in training the AI and authoring responses, the chatbot addresses common and complex care-related questions, helping staff navigate issues such as patient safety and hospital discharge planning. This innovation aims to reduce delays in hospital discharges, benefiting patient well-being and alleviating financial pressures on the NHS and local authorities. Officials highlight that Hey Geraldine not only saves significant staff time—over 300 hours during a trial period—but also boosts workforce confidence and encourages the adoption of assistive technologies to help patients regain independence. The chatbot serves as a legacy of institutional knowledge, available 24/7, and is part of a broader digital transformation including tools like virtual Smart Flats and Co-Pilot to improve social care services. Meanwhile, other organizations like Nava are exploring responsible AI applications in public services, emphasizing human-centered design and trust in AI tools to support government and social service staff efficiently.