A pilot scheme which has integrated WhatsApp and Artificial Intelligence (AI) appointment scheduling in the NHS for the first time is getting positive reviews from patients as it goes live.
Supported by grant funding from NHS London Digital First Primary Care Automation and pharmaceutical company MSD, the pilot aims to increase the uptake of cervical cancer screening.
NHS North Central London Integrated Care Board (ICB), the Islington GP Federation, technology provider SPRYT and the University of Surrey are piloting the use of WhatsApp and AI to streamline cancer screening appointment booking and rescheduling.
Why is this so important?
This is the first time WhatsApp and AI for appointment scheduling have been approved by the NHS.
Uptake is particularly low in some underserved population groups in London, with less than a 10% response rate to cervical screening invitations in some communities. Starting with the Islington GP Federation, the pilot will be rolled out across North Central London, and it is hoped across London and across other services.
The technology, developed by SPRYT, involves the use of an AI receptionist, Asa, that streamlines the appointment management process for patients and staff.
It allows patients to book, reschedule and cancel appointments via WhatsApp at any time, without requiring a new app or website. Patients can interact with Asa like they would with a human receptionist.
Here’s what patients in the pilot had to say
“Booking via WhatsApp was easy and fast. I had no issues speaking with the virtual receptionist” Patient in Islington
“To be able to book a cervical screening through the WhatsApp virtual assistant Asa was quick and easy. This will make managing the appointment so much more convenient” Patient in Islington
“The whole booking experience was SO impressive..! The whole thing was so well designed – how it shifted from a text message from my local surgery to my WhatsApp, and then back to a request from my local surgery for some updated records – huge thumbs up!”, Patient in Clerkenwell.
Scheme shortlisted in HSJ Awards 2024
The team members are also proud to have been shortlisted in the HSJ Awards 2024, in the category ‘Driving Efficiency Through Technology’. Their entry, which was selected from over 1350 submissions across the country, is titled ‘Using automation in primary care to increase cervical screening rates, to the national average, in Islington’. The winners will be announced at an awards ceremony on 21 November.
Asa provides reassurance and answers patients’ questions (non-diagnostic) relating to their appointment or general questions (directions etc) but doesn’t offer medical advice. Asa can also send voice messages in patients’ recorded language to improve uptake in patients with a low command of English.
Dynamic, personalised reminders using behavioural science, allow patients to easily confirm attendance, or reschedule and free up the appointment for other patients.
Dr Bengi Beyzade, Clinical Lead for ENT & Digital, Islington GP Federation and GP partner at Clerkenwell Medical Practice, said: “We hope this exciting pilot will improve access to cervical smear appointments. Asa answers patients’ queries about their appointments and supports them attending.
“It also reduces demand on our phone lines and improves patients’ experience of booking tests, allowing them to manage or change their bookings easily. The system is overseen by our lead nurse and admin team who monitor activity and can step in at any time.”
Daragh Donohoe, CEO, SPRYT, said: “The use of WhatsApp with AI to automate scheduling is a first in the NHS and it has huge potential for wider use. For patients, it’s a communication platform that so many of us are familiar with, so it’s easy to use.
“For the NHS, it will tackle low uptake of appointments, low engagement and reduce non-attendance while reducing admin burden, and freeing up medical administrators to focus on underserved patients, less tech-savvy patients, and other critical tasks”.
Lucy McLaughlin, NHS NCL Head of Cancer Commissioning, said: “As a commissioner it is essential that we identify potential solutions that increase the numbers of patients that are able to book and attend their cervical screening appointment so that more patients take up the offer of a cervical screen. Patients are already giving us really positive feedback. We’re hearing that the booking process is easy, fast, and convenient and it’s great that patients are ‘so impressed’.”
Dr Doris Dippold, Senior Lecturer in Intercultural Communications, University of Surrey, “Asa is being developed to better meet the needs of those groups who are currently underrepresented in cervical screening.”
Matthew Nye, Director of Digital Transformation Primary Care, NHS England said: “As part of the NHSE London Digital First AI & Automation Grants Scheme, the use of an AI-powered WhatsApp chatbot to assist patients with cervical screening appointments is a great example of how technology can enhance patient care in Primary Care.
“By simplifying processes and addressing patients’ queries, it ensures a smoother and more informed journey for patients, with the potential to support a multitude of pathways.”
