Lancashire and South Cumbria NHS Foundation Trust is introducing EBO’s Intelligent Patient Portal (IPP) as part of its digital transformation programme. The new system will make it easier for people to access services, reduce administrative pressure on staff, and support more efficient mental health and community care.
EBO’s patient portal is powered by conversational artificial intelligence (AI) and informed by behavioural science. It gives patients a simple, accessible way to manage their care. The portal has a range of capabilities with options for appointment management including viewing, rescheduling and cancellation of appointments.
Unlike traditional systems that only show information, the IPP guides people through clear, step‑by‑step conversations. This helps patients complete tasks easily, understand their options, and feel confident using the service.
With accessibility and inclusion central to its design, the portal supports:
- Conversations in multiple languages
- Voice interaction
- Reading-age detection
These features, along with clear guidance through each step, will help those with different communication needs or levels of digital confidence to be included in accessing support easily.
“The decision to implement EBO’s Intelligent Patient Portal,” says Dr Mark Worthington, LSCFT’s Chief Clinical Information Officer (CCIO), Deputy Caldicott Guardian and Consultant Liaison Psychiatrist “represents an important step forward improving digital services for our patients and supporting staff wellbeing. This technology supports our commitment to inclusive, patient‑centred care and will help our teams focus on the clinical work that matters most.”
The portal meets national standards for clinical safety, information governance and cybersecurity. It will integrate with the NHS App and is fully interoperable with the Trust’s Electronic Patient Record.
As EBO CEO, Dr. Gege Gatt states, “Lancashire and South Cumbria NHS Foundation Trust’s decision to adopt the platform demonstrates a clear commitment to improving access while addressing the operational pressures across mental health and community services. We are proud to be working in partnership with the Trust to support more efficient, patient-centred care, designed with empathy at its core.”
Across other NHS organisations, EBO’s portal has already shown clear benefits, including a 25–30% reduction in missed appointments, significant administrative time savings, and over 94% patient satisfaction.
Discover EBO’s Patient Portal by downloading the guide here.
About EBO
EBO is a leading provider of AI-powered patient engagement solutions, redefining healthcare through multilingual automated conversations. Its core mission is to remove friction from patient communications, reduce administrative burden and improve access to healthcare.
From automating complex self-assessments to complete appointment management and waiting list validation, EBO has fast become one of the most deployed intelligent engagement platforms across NHS Trusts.
Integrated with EPRs as well as the NHS App, EBO operates under NHS-grade compliance, including ISO27001, CyberEssentials Plus, DTAC, and DCB0129. Its solutions are co-designed with clinicians and informed by patient feedback, to ensure empathy is instilled in every patient conversation and that each solution delivers proven, safe, and equitable engagement that empowers patients on their healthcare journey.
About Lancashire
LSCft provides a wide range of specialist mental and physical health services to a population within Lancashire and South Cumbria. It has 27 registered locations which provide inpatient and community care. It serves a population of around 1.8 million people.
The Trust is rated ‘good’ overall by the Care Quality Commission (CQC) and holds both Veteran Aware status and bronze status in the anti-racist framework awarded by the North West Black, Asian and Minority Ethnic Assembly and NHS England North West .
It employs over 7,000 members of staff and provides the following core services:
- Acute wards for adults of working age and psychiatric intensive care units (PICUs)
- Long stay/rehabilitation mental health wards for working age adults
- Forensic inpatient/secure wards
- Wards for older people with mental health problems
- Community-based mental health services for adults of working age, older people and people with a learning disability or autism
- Specialist community mental health services for children and young people
- Child and adolescent mental health wards
- Mental health crisis services and health-based places of safety
- Community dental and health inpatient services
- Community health services for adults, children and young people
- Community end of life care
To find out more, please visit: About us :: Lancashire and South Cumbria NHS Foundation Trust
