Can AI Care? Bridging Humanity and Algorithms in Adult Social Care

By Into The Madverse 

As councils across the UK grapple with rising demand and limited resources, a pressing question emerges: Can AI help care for society’s most vulnerable, without losing the human touch? Dwayne Johnson, our Chief Local Government Officer joined a recent podcast episode of Into The Madverse, to unpack the transformative role of artificial intelligence (AI) in adult social care. 

The Growing Pressure on Social Services 

Adult social care in the UK faces a perfect storm: an ageing population, chronic funding gaps, increasing hospital pressures, and staff shortages. From social workers to occupational therapists, the workforce is stretched thin. Over time, administrative demands have ballooned, creating inefficiencies that burden frontline staff. The result? A critical need for innovation that can scale support, without stripping it of empathy. 

AI in Action: Predictive, Personal, and Practical 

At the heart of this transformation lies predictive analytics. Councils are now leveraging AI to analyse social care records and environmental factors, helping flag early warning signs of deterioration before a crisis hits. 

But the impact doesn't stop at prevention. AI enables strategic forecasting, helping local authorities plan resources more effectively. Tools like chatbots and voice assistants are already supporting individuals with dementia through reminders and prompts. Meanwhile, AI-driven transcription tools, such as SMART: Notes within ICS.AI’s SMART: Staff Copilot solution, are reducing paperwork and freeing up professionals to spend more time with clients.

“I wish we’d had this 40 years ago when I was in social work,” Dwayne reflects. 

Enhancing  (Not Replacing) The Human Touch 

The fear that AI will replace humans in care is a common one. But Dwayne is clear: “AI is not here to replace social workers. It's here to support them.” From summarising case histories to streamlining needs assessments, AI enhances decision-making while professionals retain control. In emotionally complex environments, human judgment remains essential. 

And it’s working. Frontline staff are increasingly embracing AI, especially when it's positioned as a tool to reduce admin burdens and empower better care. 

Building Ethical and Transparent Systems 

With great power comes great responsibility. Dwayne underscores the importance of ethical AI frameworks, calling for robust policies on data privacy, fairness, and accountability. Local governments, he argues, should establish ethical committees to evaluate new tools before rollout. Transparency with the public is equally crucial; people must know when they're interacting with AI and how it’s used in decision-making. 

The Road Ahead: Real-Time Data and Robotics 

Looking to the future, Dwayne envisions a social care system fuelled by real-time data, robotic assistants, and AI-supported care planning. Innovations like humanoid robots, already trialled in other countries, could provide cognitive support and social interaction for isolated individuals. 

And it’s not just about individual care. AI could help shape broader decisions about infrastructure, housing, and public health, ensuring communities are designed with care needs in mind. 

Collaboration is Key 

To build systems that truly serve people, collaboration across government, tech providers, universities, and frontline staff is essential. Dwayne champions a culture of shared learning, continuous feedback, and gradual deployment. “If we go in too fast, we risk eroding trust,” he warns. “But with transparency and engagement, we can build something better.” 

Final Advice to Councils 

Dwayne’s message to local authorities is simple but powerful: Start with your staff. “Engage early, involve your councillors and unions, and build feedback loops,” he says. “That’s where transformation becomes sustainable.” 

Want to hear the full conversation? Listen to the full podcast here on how AI is reshaping adult social care. 

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