Recent Articles
Tina Stenzel
April 26, 2026
Feedback Is the Feature, Not a Bug
When an AI system in a GP surgery does something wrong, the instinct is to treat it as evidence that the technology is...
Tina Stenzel
April 25, 2026
Working With Receptionists, Not Against Them
There is a conversation happening about AI in GP surgeries that sets up a false choice. On one side, the warm,...
Tina Stenzel
April 24, 2026
Older Patients Aren't the Problem. The Design Is.
When an elderly patient struggles with a new technology, the instinct is to conclude the technology is wrong for them....
Tina Stenzel
April 23, 2026
Every Healthcare Technology Went Through This. Here Is What We Learned
There is a pattern to how new technology enters the NHS. It arrives with bold promises. It encounters real problems in...
Tina Stenzel
April 22, 2026
Why AI Sounds Wrong to Some People, and What's Being Done About It
When patients with regional accents reported that an AI receptionist couldn't understand their names, it generated...
Tina Stenzel
April 21, 2026
Why Good Technology Fails: The Change Management Challenge Nobody Talks About
Introducing a new technology into a GP surgery is not the hard part. The hard part is everything that happens next.
...
Tina Stenzel
April 21, 2026
The 8am Scramble Wasn't Working Either
There's a familiar comfort in blaming new things for old problems. When an AI voice system struggles to understand an...