Following the success story of Midlands Partnership Foundation Trust in deploying EBO’s AI Solution for round-the-clock appointment management, we recently spoke with Ben Jeeves, Associate Chief Clinical Information Officer and Clinical Safety Officer at MPFT. He shared how this technology is enhancing patient engagement by improving access, reducing the strain on admin staff, and giving patients greater control over their healthcare. Listen to the full interview here.
What were the key objectives for implementing an AI solution to help patients manage their appointments?
When we asked Ben about the key objectives for integrating AI into their appointment management process, his answer was clear: improving access and inclusivity. “There were real challenges around people being able to access our booking centres. We wanted to create a more inclusive solution, especially for those who benefit from a tech-enabled way to interact with us,” Ben explained. The goal wasn’t to replace traditional methods but to enhance them. “We’re adding another way for patients to connect with us, giving them more options without taking anything away.”
What difference is EBO's AI-powered appointment management making to patients?
EBO’s AI solution has transformed the way patient appointments are managed. According to Ben, “It’s absolutely improving access. The fact that it’s available 24/7 means people who struggle to make calls during working hours can now manage their appointments at a time that suits them.” This flexibility has been a game-changer, with 37% of interactions happening outside of typical business hours.
Moreover, the AI solution is providing a greater degree of control for patients. “People can interact with their healthcare services when it’s most convenient for them, which is crucial for improving their overall experience,” Ben noted.
From a Trust perspective, what impact is the AI innovation having?
Beyond enhancing patient experience, the AI-driven solution is also creating significant operational efficiencies at MPFT. By reducing the demand on booking centers, staff can focus on more value-added tasks.“This AI innovation is paving the way for the productivity gains we need. As we expand this technology across more services, we anticipate seeing even more efficiency gains,” said Ben. This shift not only optimises resources but also improves service quality by freeing up staff to tackle higher-value work.
What has the feedback been from patients using EBO's AI Virtual Assistant to manage their appointments?
The feedback from patients has been quite positive. Ben shared, “So far, 92% of our patients are satisfied with their experience using the AI assistant. The ability to manage appointments outside of standard hours has been a significant benefit.” Many patients have expressed a preference for this method, appreciating the ease and simplicity it offers.
EBO’s AI solution for MPFT was initially rolled out as a 12-week pilot focused on patient-led appointment management and e-consent. Integrated seamlessly with the Trust’s website and EPR (Rio) system, the AI-powered digital front door provides a user-friendly platform for two-way patient communication.
As MPFT continues to embrace digital innovation, the success of this AI-driven appointment management system marks a significant milestone. It’s a clear example of how technology can enhance patient engagement, boost operational efficiency, and ultimately create a more patient-centric healthcare experience.
If you’re interested in how EBO’s solutions can boost patient engagement in your organisation, get in touch with us.
