Metro South Health has begun rolling out Heidi, an ambient artificial intelligence scribe, across its five hospitals serving more than 1.2 million residents in the Brisbane southside, Logan, Redlands and the Scenic Rim regions. This deployment is the largest implementation of Heidi's technology in Australia's public health system to date. The move signals growing confidence in AI tools designed to reduce clinical documentation burdens in complex and high-volume healthcare settings.
A Landmark Deployment in Public Health
The expansion follows a successful trial of Heidi's ambient scribe across Metro South Health that tested its performance in one of Australia's most demanding public health environments. The results demonstrated that the technology can withstand the pressures of complex, heavily governed and high-volume parts of the health system. This milestone matters beyond Queensland because it establishes a real-world benchmark for ambient AI in Australian public hospitals.
Evidence from the Pilot Program
The trial produced strong quantitative outcomes in administrative efficiency, patient experience and clinician engagement. According to the health service, 92 percent of clinicians reported spending less time on administration, and more than 70 percent of patients said their clinician spent more time with them and listened more. Additionally, 70 percent of clinicians felt more present and engaged with patients, while 56 percent rated the scribe equal to or better than their own documentation, and 22 percent reported improved wellbeing at work.
Feedback from Clinicians and Patients
Emergency specialist Dr Julian Wong said the technology has returned valuable time to doctors and clinicians who previously spent hours on documentation. He noted that connecting with patients is a core element of high-quality care and that staff and patients are benefiting from less screen time and more face time. Patient Georgie Hynes described feeling genuinely listened to and said she forgot the AI scribe was even present during the consultation.
Secure Cloud Infrastructure
The initiative is supported by Microsoft, with Heidi now deployed on Microsoft Azure to enable secure scaling across public health. The Azure environment used at Metro South Health is also supporting new ways to use data safely while accelerating responsible innovation across the service. This secure foundation is intended to help address some of the biggest challenges facing the health system without compromising patient information security.
Rollout to a Broader Workforce
The rollout will continue across Metro South Health over the coming year and will be open to the service's workforce of more than 10,000 people. Dr Wong added that many clinicians are already reaching out to ask to get involved in the program as it expands. Heidi co-founder and Chief Executive Officer Dr Thomas Kelly said the scribe adapts to how each individual clinician works and can benefit a diverse range of disciplines and patients.
A National Benchmark for Ambient AI
Beyond the immediate rollout, the deployment demonstrates that ambient AI can meet the standards required in heavily governed public health environments. The evidence base for the technology is no longer theoretical, according to Heidi, and the organisation views this as a major step toward its mission of doubling global healthcare capacity without dehumanising care. Other health services may look to Metro South Health as a reference point for responsible AI adoption and clinical innovation.
The Metro South Health deployment positions Heidi as a significant contributor to reducing administrative burden in Australian public hospitals. With strong pilot data, positive feedback from clinicians and patients, and secure cloud infrastructure now in place, the program offers a practical model for other health services. Its expansion over the next year will be closely watched as a test of how ambient AI can support clinicians while preserving the human connection at the centre of care.