Harrow Health is set to deploy two of EBO’s digital solutions; the Single Point of Access and Navigation solution (SPAN) and the Intelligent Patient Portal (IPP), helping patients easily access healthcare, find the right service and navigate care.
What the deployment includes
The deployment marks an important step in enabling primary and community care organisations, such as Harrow Health, to enhance patient engagement and increase accessibility in one joined-up digital experience.
SPAN provides the digital front door for access and navigation, while the Intelligent Patient Portal extends this experience into secure, personalised patient self-service, starting with appointment management.
Both solutions integrate directly with the EMIS Web EPR and the NHS App, connecting patient-facing digital interactions with existing clinical workflows. This helps reduce the need for staff to manually re-enter information from digital requests, ensuring that relevant patient activity can flow into the appropriate clinical workflow .
The solutions are designed to align with national standards for clinical safety, information governance and cybersecurity, supporting secure, compliant, and effective delivery of digital healthcare services.
SPAN: A safeguarded AI digital front door
Project S.P.A.N. (Single Point of Access and Navigation) provides a mobile-friendly, safeguarded conversational interface, that is available 24/7, enabling patients to ask routine access questions, receive locally grounded answers, and be guided to the most appropriate pathway. This gives patients and carers a clearer route to the right service, whilst reducing avoidable calls, emails and manual signposting.
The solution brings together approved local guidance, service catalogue, referral criteria, appointment instructions, and NHS content to generate a single patient friendly answer in plain language. This is delivered conversationally through secure, guardrailed Generative AI.
Requests that fall outside scope, raise safeguarding concerns or need staff intervention are handed over to the relevant team.
IPP: The only patient portal designed around patients’ needs
Alongside the digital front door, Harrow Health will also be deploying EBO’s Intelligent Patient Portal. Through the portal patients can conveniently view their appointments and visit details. A built-in conversational Virtual Assistant will also enable patients to ask appointment-related questions in their own words and receive answers through a natural, two-way conversation, providing support around the clock.
As the service develops, patients will also be able to manage routine aspects of their care independently, including booking, rescheduling and cancelling appointments. By supporting these everyday interactions digitally, the IPP can reduce avoidable administrative workload and free staff to focus their time on higher-value activities and frontline patient care.
SPAN can route patients to the Intelligent Patient Portal, where they authenticate through NHS login and proceed to viewing their appointments.
Accessibility is central to the platform’s design. EBO’s solution also supports multilingual engagement and voice-enabled interactions, helping to make digital services more accessible to patients with different communication, language and accessibility needs.
Building on proven results
Across NHS deployments of EBO’s Intelligent Patient Portal and conversational AI solutions, EBO has achieved 65%+ patient engagement, up to 70% automation of routine patient queries and transactions, 25–30% reduction in did-not-attend rates (DNAs) and patient satisfaction scores exceeding 94%.
To find out more about EBO’s Intelligent Patient Portal, download the guide here and to find out more about EBO’s Single Point of Access and Navigation solution, download the fact sheet here.
- Redefine Patient Engagement
- Build Meaningful Relationships
- Enhance Patient Access
About EBO
EBO is a leading, established and accredited provider of AI-powered patient engagement solutions, supporting healthcare organisations across the NHS.
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 20 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 Harrow Health
Harrow Health is a healthcare organisation supporting the delivery of primary and community healthcare services for the local population.
The organisation has provided and supported a range of community-based healthcare services across Harrow, working alongside NHS services and healthcare professionals to improve access and patient care.
Harrow Health deliver NHS commissioned care and treatment for NHS patients only via the NHS Standard Contract, they work exclusively with the NHS and do not provide any private or self-funded patient care.
To learn more about Harrow Health, visit https://adhdrighttochoose.com/.
