For social care practitioners, having sensitive conversations and observing environments in people’s homes is critical, however managing talking, writing and recalling details all at the same time makes this a key challenge.

Toni Backler, a Senior Independence and Wellbeing Practitioner at Suffolk County Council, described how this disrupted the flow of assessments and reduced the sense of connection with the individual. She recalled how conversations often paused while notes were written. She also noted that in some safeguarding and domestic abuse assessments, individuals were particularly sensitive to the practitioner writing things down, which could make them feel uncomfortable during the assessment process.

One of the challenges that social workers face is that some home environments often make physical note-taking even harder.

“Sometimes there is nowhere to sit down or there is nowhere to put your notes, which can be quite challenging.”

In cramped or cluttered settings, practitioners had to hold paperwork and equipment while moving around, which made it difficult to focus fully on providing suitable care.

Toni explained that high caseloads add to further pressure. Practitioners commonly hold more than twenty cases at a time, many of them similar. Without detailed notes captured in the moment, workers found that cases could blend together.

“Our caseloads can be quite high at some points; some staff could be holding 26 cases at one time that are all very similar and that is really challenging.”

After visits, it was reported that some social workers had to sit in their cars and record verbal summaries to avoid forgetting key details. In addition, they faced challenges whilst writing up complex assessments that often took several hours. Collectively, these challenges affected accuracy, consistency, wellbeing and overall service efficiency.

Supporting Suffolk County Council with FormFlow AI Assistant

In order to help navigate these challenges Suffolk County Council (SCC) successfully adopted FormFlow AI Assistant.

SCC undertook a proof-of-value (POV) pilot programme from 1st September 2025 to 30th January 2026 to evaluate the FormFlow AI Assistant. The initiative aimed to explore how AI could support frontline practice, reduce administrative burdens and improve the quality and timeliness of assessments.

The anecdotes from SCC provide key insights into how social workers used FormFlow AI Assistant in real-world practice during the pilot period.

Deploying FormFlow AI Assistant at the Point of Care

FormFlow AI Assistant provided social workers with an AI-enabled solution for assessments. Instead of writing notes, practitioners can, with consent, start an audio recording at the beginning of a visit. As they moved around the home, they could talk naturally and explain what they were observing.

This approach changed the tone of assessments. It was noted that adults felt more comfortable because they were not watching the practitioner write or type. Practitioners were able to stay focused on the interaction, maintain eye contact and pick up on non-verbal cues. Conversations felt more natural and required fewer pauses. This was particularly helpful in sensitive assessments involving domestic abuse, dementia or mental capacity issues.

After visits, FormFlow AI Assistant produces a transcript organised into assessment sections. This reduces reliance on memory and eliminates the need for workers to record summaries after hours. As reliability improved amongst practitioners there was a noticeable reduction in backup notes and more willingness to integrate the tool into everyday practice.

Witnessing Real Outcomes for Both Individuals and Practitioners

When FormFlow AI Assistant was used it was reported that individuals experienced more comfortable and person-centred assessments. Without constant note-taking, individuals felt heard and accurately represented.

For practitioners, the tool significantly reduced the time required for write-ups. Assessments that once took hours now took much less time (a study conducted during the pilot phase found a 67.9% reduction in the time across all completed form types) because the transcript provided clear detail, with the write-up stage allowing the practitioner to remain in control of the information and be responsible for the analysis and decision-making.

Workers felt less mentally drained because they no longer had to divide their attention between multiple tasks during the visit. They no longer relied on memory triggers or post-visit recordings to capture details. Practitioners who found written documentation challenging, including those with dyslexia, found the transcripts particularly helpful.

“For me as a practitioner, write-ups that used to take hours now take a fraction of the time. I no longer need to do my brain dumps in the car. I feel less mentally drained because I’m not juggling multiple tasks at once. Assessments feel more person-centred and meaningful.”

Remaining fully present in the assessment also improved safety. Workers could observe early signs of distress or confusion and respond appropriately. This was important in assessments with a person who is living with dementia.

Understanding the System Impact

Across the wider service, documentation became more accurate and timely. Practitioners could submit assessments sooner, which supported quicker decision-making. Information shared with multidisciplinary teams became clearer and more consistent. Workers covering duty or supporting colleagues could quickly understand cases using the detailed transcripts. Reduced administrative pressure created space for more meaningful practice and improved continuity of care.

What Others Can Learn from Suffolk County Council

FormFlow AI Assistant can significantly improve assessment quality, engagement and practitioner wellbeing. Even teams with low digital confidence can adapt successfully when they are given practical support. With the right support, FormFlow AI Assistant can make assessments smoother, more accurate and more person-centred. However, practitioners must retain core assessment skills for times when technology is unavailable.

Altogether, the investment in technology has improved the experience for both individuals and staff and has provided better and more timely outcomes. The deployment of FormFlow AI Assistant has also delivered a reduction in time to completion, allowing a higher throughput of cases while maintaining quality.

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