With new NHS investment unlocking the potential of patient portals across mental health and community trusts, EBO convened a live demo and panel discussion, featuring healthcare leaders, AI experts, and clinicians, sharing firsthand insights into how digital solutions can transform patient experiences.
Moderated by Simon Hepworth, EBO’s Head of Customer Success, the event featured an expert panel including:
- Richard Samuel, Director of Healthcare Strategy at EBO and former NHS England Director and Chief Executive
- Bharati Aggarwal, EHR Senior Project Manager, IM&T Department, Oxford Health NHS Foundation Trust
- Sharon Price, Clinical Pre-Sales Manager, EBO
- John Deguara, Chief Technology Officer, EBO
During the panel discussion, Bharati Aggarwal shared valuable insights into why Oxford Health chose to integrate EBO’s AI-powered solutions into their patient services, particularly focusing on waiting list validation and appointment management, key components of EBO’s Next Generation Patient Portal. Here are the key takeaways.
What led Oxford Health NHS FT to adopt EBO’s solutions?
Bharati explained that, like many NHS organisations, Oxford Health NHS FT needed a more effective way to communicate with service users. Key challenges included reducing missed appointments (DNAs), ensuring that waiting lists accurately reflected patients needing care, and managing communications with large patient populations efficiently.
The Trust required a solution that could save time for clinicians and administrative staff while integrating seamlessly with their existing electronic patient record system, Rio.
EBO’s Virtual Assistant met these criteria, providing a tool that could streamline communication processes and improve operational efficiency across the trust.
How Oxford Health NHS FT Enhances Appointment Management and Waiting List Validation?
Furthermore, Bharati shared the practical experience of piloting EBO’s solutions within three services at Oxford Health.
The appointment management system automatically sends SMS confirmations and reminders, reducing DNAs and allowing patients to access appointment details via a virtual assistant chat function.
While patients cannot directly cancel appointments through the system, they can request cancellations through the chat, reducing the need for phone calls.
Additionally, the Trust is piloting waiting list validation, where patients can confirm whether they wish to remain on waiting lists.
How Oxford Health NHS FT is Realising Benefits from EBO’s AI Solution
Early indicators suggest significant benefits from implementing EBO’s solutions. Appointment reminders have already contributed to a reduction in DNA rates by 12.43%, translating to 249 fewer missed appointments per year for the pilot services. If expanded across all services, the projected reduction could reach approximately 3,764 fewer DNAs annually.
Beyond operational efficiencies, these solutions improve patient experience by making communication clearer and more accessible. Bharati highlighted that further work is ongoing to optimise internal processes, ensure appointments are booked in advance, and maximise the impact of canceled slots.
The Trust also plans to assess the benefits of waiting list validation and conduct a full return on investment (ROI) analysis in the future to understand the broader impact on patient care and staff time.
Moving Forward
With the National Capital Funding bid deadline fast approaching on 31st August, it’s time to ensure your application is submitted on time and maximises its potential.
Our team, including ex-NHS England staff, is ready to support you with every step of the process, helping you submit a strong, successful bid.
Plus, discover how EBO’s Intelligent Patient Portal can transform patient engagement for your organisation.
Accessible Healthcare for Everyone, Everywhere
See how EBO’s Intelligent Patient Portal enhances NHS services, optimises waitlist validation and maximises appointment effectiveness.
