How Harley Street Medical Centre Reduced Documentation Time By 50% and Improved Patient Care with Sully’s AI Medical Team

Dr. Hady Jerdak has a theory about why medicine is losing its charm.

It isn't the long hours, the complexity of cases, or the weight of responsibility. It's the paperwork.

"Half of the diagnosis is done through unsaid words," says Dr. Jerdak, CEO and pulmonary diseases and sleep disorders specialist at Harley Street Medical Centre in Abu Dhabi. "If the patient is anxious, you can see it in their eyes and in how they move and breathe. If you don't concentrate on the patient, you're going to miss it."

The problem was that concentrating on the patient had become harder than ever. Every consultation had to be meticulously documented for insurance coverage. Any errors or omissions in procedure documentation risked revenue loss. So physicians did what the system demanded: they kept their eyes on the screen.

The result was a clinic where doctors were physically present but mentally occupied, where patients sensed the distance and became less forthcoming, and where the trust essential to high-quality care quietly eroded.

The Hidden Cost of Documentation

For Dr. Tamar Achjian, consultant gynecologist at Harley Street, the burden showed up in the simplest way: she couldn't go home.

"Before Sully, I finished my clinic at around 5 p.m., then I would have to stay for one to two hours documenting everything I had done that day," she recalls.

Dr. Mounir Bousaab, ENT surgeon and Head of AI Integration, noticed the effect on consultations themselves. The screen-first culture made appointments feel stilted. Patients who sensed their doctor wasn't fully present became guarded. The clinical relationship suffered.

Physician burnout wasn't a distant risk. It was the daily reality of a profession buried under administrative load.

A Year-Long Search for the Right Solution

Harley Street didn't rush the fix. In partnership with the Department of Health Abu Dhabi and New York University Abu Dhabi, the leadership team spent a year evaluating potential solutions, interviewing more than 200 companies in the process.

Sully rose to the top for three reasons: a unified platform backed by clinical intelligence, full alignment with Abu Dhabi's health authority and insurance compliance frameworks, and a team with the clinical and technical expertise to solve real-world healthcare challenges quickly.

"After interviewing more than 200 companies, we found Sully to be the most specific, the most efficient, and the most user-friendly platform," Dr. Jerdak said.

What the AI Medical Team Actually Does

Sully's implementation at Harley Street began as a structured pilot. The leadership team assessed workflows and integrations before gradually introducing physicians to the platform. Adoption didn't need to be pushed.

"Once physicians tasted the flavor of Sully, adoption became organic," said IT Director Firouz Farooq.

Today, Harley Street runs three of Sully's AI agents as part of its daily clinical workflow.

AI Scribe: Notes That Write Themselves

When a patient walks in, the doctor enters their details and starts the scribe. From that moment, the physician's full attention belongs to the patient. At the end of the visit, Sully generates a clinical plan that captures symptoms and the treatment plan automatically, without the doctor typing a word.

For Dr. Jerdak, who moves fluidly between multiple languages during consultations, AI Scribe handles every language switch in real time, producing clear and accurate summaries regardless of which language was spoken.

The system is also discreet. Patients don't notice it.

"Sometimes I forget that the Sully speaker is in the room with me, which is a good sign. I never see the patients intimidated or looking at the speaker. It blends very well into the clinical setting," Dr. Bousaab said.

AI Consultant: The Second Opinion in the Room

AI Consultant surfaces diagnostic connections that might otherwise be missed, prompting physicians with relevant questions in real time.

In one case, Dr. Achjian was treating a patient with postmenopausal bleeding whose family had a history of colon cancer. Sully flagged the potential link to uterine cancer and prompted her to explore genetic testing. That kind of real-time pattern recognition means no detail slips through, even in a busy clinic.

AI Researcher: Evidence at the Point of Care

AI Researcher gives physicians instant access to the latest published guidelines, evidence, and treatment options without ever leaving their workflow. Staying current no longer requires carving out time outside the consultation room.

Together, the three agents function as what Dr. Achjian describes as a complete medical support system: "Sully feels like a full medical team because it has so many pieces integrated into it. It helps me with my notes, acts like a consultant, and gives me the latest evidence-based treatment suggestions."

The Results: 50% Less Documentation, Better Care

Since deploying Sully, documentation time at Harley Street has dropped by 50%. Physicians are reclaiming one to two hours every day, time that now goes toward patients, research, and life outside the hospital.

The quality of care has measurably improved too. Dr. Achjian reports that more patients are thanking her for her attention to detail, a direct result of no longer splitting her focus between the consultation and the keyboard.

The financial impact is equally significant. Improved documentation accuracy has reduced claim denials and cut revenue leakage. "Sully has helped us reduce revenue leakage by increasing coding efficiency," said IT Director Firouz Farooq.

Physicians freed from administrative burden are also seeing more patients, reducing wait times and growing capacity without adding headcount.

"I can double my workload while feeling more relaxed and energetic because I don't have to go through the hassle of all the paperwork," Dr. Bousaab said.

For Dr. Jerdak, the transformation comes back to what drew him to medicine in the first place: "Thanks to Sully, I will never miss a symptom or diagnosis. It allows me to give patients my full attention while making my life easier and more efficient."

What Comes Next

Harley Street Medical Centre's next step is implementing Sully's AI Receptionist, which will handle appointment bookings autonomously and free human receptionists to focus on complex caller needs.

The journey from 200 vendors to a fully integrated AI medical team took a year. The results took weeks to show up. And for a clinic that always put patients first, the difference is exactly what it should be: doctors looking at people, not screens.