We are proud to announce that EBO’s AI solution for North East London NHS Foundation Trust (NELFT) has been shortlisted as a finalist for the ‘Unlocking Productivity and Efficiency with Digital’ category at the 2026 HSJ Digital Awards.
NELFT partnered with EBO to create the Harper Virtual Assistant, an AI-powered solution that automates appointment management. Co-designed with frontline teams and fully integrated with Rio EPR, Harper provides patients with a simple, conversational interface to book, reschedule, cancel, or view appointments 24/7.
Since deployment across two early adopter services, Harper has delivered a 25% reduction in missed appointments (DNAs), a 91% patient satisfaction rate, and £169,ooo yearly DNA savings.
Harper uses advanced Natural Language Processing to converse naturally with patients via two-way, human-like dialogue, capturing all data directly into the Rio EPR. The information gathered is then used to automate back-office processes, streamlining workflows and improving overall efficiency.
Lisa London, Head of Universal Services, Redbridge, NELFT, commented:
“Parents and carers now have the flexibility to book appointments at a time that suits them, without needing to wait for a call-back or navigate complex systems. This has led to a noticeable increase in clinic utilisation and reduced missed appointments.”
The Harper project was shortlisted from over 450 nominations, reflecting remarkable ingenuity, passion, and transformative impact in digital healthcare. The HSJ Digital Awards celebrate teams and organisations that drive meaningful change through technology, improving patient outcomes, streamlining processes, and enhancing the overall quality of care. Being shortlisted recognises NELFT’s commitment to innovation and excellence in digital healthcare, and highlights the role of pioneering digital solutions in shaping the future of UK healthcare.
David Pike, Assistant Director of Healthcare Informatics – Clinical Systems, added:
“We are honoured and excited to be shortlisted for this award. When we set out to deploy the solution, we wanted to reduce DNAs and ensure the solution pays for itself. But we’ve actually seen an improvement in utilisation of our clinics and estates. It has helped us in that space.”
To find out more about the solution’s performance, results, benefits, financial impact, staff and patient feedback, and the Trust’s next steps, download the full case study.
