How Does the Care Sector Feel About AI?
By Fran Kirke, OneAdvanced’s VP of Care and has worked in the health and care sector for over 15 years. OneAdvanced Care is a portfolio of business software designed specifically for the social care sector (www.oneadvanced.com)
When I think about the care sector, I think of a community built on connection, empathy, and a commitment to supporting those who need it most. But at the same time, it’s a sector facing immense pressure – growing demand, operational inefficiencies, and stringent regulatory compliance.
And amongst the biggest digital transformation care has seen, artificial intelligence is now set to play a growing role. So, it’s natural to wonder, how will this blend of care and technology work? More importantly, how should it work for those living and working in the sector?
From my conversations with care professionals at the recent Care Show London, it’s clear to me that the sector is cautiously optimistic about the potential of AI but insists we tread carefully, putting people before processes. And I couldn’t agree more.
A tool to help, not replace
If there’s one sentiment that echoes throughout the care sector, it’s this: AI should not replace people, it needs to empower them. With the right approach, AI solutions can remove burdensome admin tasks, giving care workers what they desperately need more of—time. Time to focus on the people they support. Time to provide personal, meaningful interactions that shouldn’t be sacrificed under the weight of endless paperwork.
AI can be used to handle reporting, summarise care notes, or even support with local authority tenders. By taking these tasks off workers’ plates, AI can help free up time to focus on care itself. Some people I spoke to described it as giving them the bandwidth to ‘care more deeply’.
However, there was understandable concern from some that this should never mean ‘automation at all costs’. People want assurances that AI won’t become an invisible decision-maker, introducing risks by sidelining human judgement. Because what good is tech for the sake of tech in a sector like social care, if it doesn’t put human needs at the forefront?
Safety, security, and trust
The care sector is understandably risk-averse, and for good reason. We’re dealing with people’s health, wellbeing, and livelihoods so it needs to be closely protected.
So, for providers to have confidence in AI, it must earn the trust of all people living and working in care. And it often starts with security. As you know, the care sector handles sensitive data, governed by vital regulations. Therefore, AI must hold up under scrutiny here, ensuring personal data is not misused, vulnerable to breaches or public access.
And to further build trust, education also emerged as a priority. If we want the care sector to see AI as a partner rather than a threat, we’ve got to demystify it. Training programmes and transparent communication will be key to show care teams not only what the technology can do but also that it’s here to work with them, not against them.
Human in the loop
One phrase always resonates with me when talking about AI within care circles: ‘human in the loop’. For all the efficiencies AI promises, there’s no replacing the insight, intuition, and compassion of a trained professional.
AI could assist with early detection of health issues by analysing patterns in client data or flagging anomalies. But the final call, the decision to act, should always rest with a qualified care professional.
The same applies to personal interactions. AI might recommend adjustments to a care plan based on behavioural patterns, but it cannot recognise the subtleties of someone’s emotions or what they’re not saying with words. Keeping human oversight ensures that any system can remain empathetically rooted in the care sector’s core mission – to provide person-centred care.
After speaking to many professionals in the sector, it reinforced to me that this balance is key. We should leverage artificial intelligence to eliminate inefficiencies while reinforcing, not replacing, human expertise.
Turning fears into optimism
Despite the concerns, there’s immense optimism about what AI can achieve for care. And by streamlining operations, many in the sector see AI as a missing puzzle piece.
From analysing information from multiple sources, to predicting trends or identifying gaps, AI could bring reduced inefficiencies and perhaps even improved care outcomes.
And yet, a recurring point raised is caution around how quickly we implement these technologies. The fear isn’t AI itself, but the lack of sufficient guidance around it. Thoughtful, deliberate action is therefore needed to ensure safe and ethical adoption.
Building the future
At the end of the day, care is deeply personal, often intimate work. So of course, people within the sector are right to protect it fiercely. The introduction of AI must respect this, acting as a supportive partner rather than a disruptive force.
With empathy, education, and a critical focus on safety, we can position AI as an enabler of better care. AI is already proving it can help us rise to the challenges we face. And by keeping humans in the loop, safeguarding trust, and listening to the sector’s voice, we can help ensure AI supports the care sectors’ needs, empower care professionals and support care delivery.
