# AI tools: where we are (ops director's notes, October)

Harrowmere Veterinary Group: 11 clinics, about 230 staff. Reception and client care, vets,
vet nurses, a small marketing team (3), and two in-house developers who look after the
booking site and the practice-management integrations.

## What people are using

- **Tallowby Chat** (general chat assistant). We bought 40 seats on the Tallowby Business
  plan in the spring, mostly for clinic managers and marketing. Nobody has decided who gets
  the other seats or whether we buy more. Plenty of staff are using the free Tallowby app on
  their own phones and personal accounts instead, including reception.
- **Murmurly** (consult transcription). Vets love it. See the board extract for what was
  actually agreed. The vendor sheet is in `vendor-sheet-murmurly.txt`. Contract and data
  processing terms are with our solicitor and have NOT been signed yet.
- **Codewren** (coding assistant). The two developers are on a free 60-day trial that ends
  next month. No decision on buying it. They have mentioned pasting chunks of the booking
  site code and, once, a config file to debug a payment issue.
- **Glimmerpress** (image generator). Marketing uses it for social posts. Worry: someone
  suggested uploading photos clients send us of their pets to "make them look festive" for
  the Christmas campaign. We have never asked clients whether we can use those photos.

## What's already gone wrong

- Two weeks ago a receptionist pasted a whole client complaint into her personal Tallowby
  account to help write a reply. It had the client's full name, phone number, home address,
  the pet's treatment history and the last four digits of their card. She told her manager
  afterwards. Nothing else has been done about it yet.
- A locum vet asked Tallowby for a dosage for a cat and used it. It turned out fine, but
  that should have come from the Dosewell formulary, which every clinic already subscribes to.

## Things that already exist

- Data incidents go to the Practice Compliance Lead under the existing data incident
  procedure. Staff mostly don't know that.
- Client photos and records live in the practice-management system.

## Things I don't know

- Someone at the board said the veterinary regulator "has rules about AI in clinical
  records". Nobody has checked whether that's true.
- Who owns this policy going forward. See board extract.