[EBO] more than rose to the challenge. It felt like a true development partnership with staff from both EBO and BCU forming a cohesive team
A digital front door to patient-centred, inclusive and interoperable healthcare.
The future of patient engagement is here. As part of EBO’s engagement with NHS, the Intelligent Patient Portal (IPP) provides an AI-powered solution surfaced through the NHS App or the Trust’s own website.
Built with patients, for patients EBO’s Intelligent Patient Portal (IPP) is the answer to some of the complex challenges faced by the NHS. It is an NHS-aligned platform is designed to transform the way patients interact with healthcare services.
Unlike static portals that do not meet the NHS’s ambitions for digital adoption, EBO’s IPP uses Conversational AI to automate two-way engagement, enabling 24/7 access to services such as appointment management (including re-scheduling and cancellation), Waiting List Validation, assessments and personalised care journeys.
Fully interoperable with EPRs and compliant with NHS IT standards, EBO’s IPP empowers Trusts to improve patient access, reduce staff workload, decrease extensive waiting lists and reduce patient no-shows. EBO proudly meets NHS targets for digital maturity and channel shift.
The portal prioritises inclusivity and empathy; supporting minority groups, carers, and digitally excluded individuals through multi-langual access, dialogue design based on principles of behavioural science, and frictionless communication that meets patients where they are.
The fusion of interactive Virtual Assistant with traditional portal functionality is the digital front door to the future of healthcare. See it in action here.
Mental Health & Community Trusts
Did you know that EBO has designed an Intelligent Patient Portal specifically for Mental Health and Community users, with the goal of enhancing patient experiences and improving patient engagement, accessibility and inclusivity. Find out more about it here.
Our Offerings
The EBO IPP solution can be delivered in two ways:
A Second Generation Solution
Surfaced via the NHS App or a web portal, EBO’s Intelligent Patient Portal allows you to connect deeply and personally with your patients, serving as a catalyst for nurturing a stronger, more meaningful patient-provider relationship.
Speak your Patients’ Language
Thanks to its unique Natural Language Processing and language recognition, EBO’s IPP replaces one-way, closed-question digital forms and multiple choice answers with two-way natural communication that is indistinguishable from human conversation.
Increasing Patient Access via Voice and Choice
EBO’s IPP has the ability to hear, and respond to patient’s voice inputs, making patient communication easy, simple and accessible.
Restoring Empathy
EBO’s context awareness allows it to fully understand both the content and context of the patient’s query, helping it to manage conversation flows as well as emulate human conversation. As a result, EBO’s IPP can converse with patients intelligently and with empathy – understanding their intents, emotions, tone and providing appropriate accurate responses.
Continuously Improving Patient Adoption
Once in action, the IPP’s machine learning capabilities apply self-learning techniques to train and keep its language library up to date and learn as it goes along.
Capabilities & Solutions
From assessments and appointment management to waiting list validation and bidirectional messaging, EBO’s Intelligent Patient Portal covers a range of solutions to streamline and enhance patient engagement.
Appointment Management
Empower patients to take full control of their appointments through a secure, AI-powered interface that supports confirmation, cancellation, and rescheduling – in real time. The solution reduces missed appointments, improves patient preparedness, and alleviates administrative burden, while complying with NHS appointment data and communication standards.
This capability is live in several NHS Trusts and has demonstrated measurable improvements in engagement and efficiency.
Communication Hub
EBO’s portal integrates a Communications & Notifications Hub that allows Trusts to deliver automated, intelligent, and timely two-way communication to patients at every stage of their care journey.
Whether it’s sending a clinic letter, reminding patients of an upcoming diagnostic test, or prompting a digital response to a specific request, the Hub ensures the right message reaches the right patient at the right time reducing inbound traffic and boosting care compliance.
Waiting List Validation
Validate patient waiting lists and optimise patient interactions and outcomes at the same time. This solution delivers proactive engagement at scale, ensuring patients are still clinically appropriate for treatment while streamlining hospital workflows.
Unlike point solutions or manual call-centre approaches, EBO’s portal is fully AI-automated, enabling two-way, patient-led validation journeys with natural language understanding. It integrates with PAS/EPR systems and adheres to NHS data security protocols.
Bi-directional Messaging
EBO’s e-Correspondence solution offers Trusts a seamless and secure way to communicate with patients, whether its notifying them of their appointments or the new addition of documents to their medical records.
For healthcare providers, the e-Correspondence module significantly reduces costs associated with sending letters and documents, including postage and printing expenses. Additionally, by embracing a digital-first approach, hospitals can minimise their environmental impact and promote sustainability.
Document Access
Provide patients access to their documents within the EPR, or upload to the medical record. The specific document type can be configured to either be distributed to patients in an automated process or kept internal. Immediately notify patients when a new document has been uploaded.
This solution can also be enhanced to link with a hybrid mail provider. In this case, the portal would inform the provider not to send the document to the patient once accessed. if not accessed within (e.g.) 24 hours, the physical provider will send the document.
Benefits
Speak your Patient’s Language
Thanks to its unique Natural Language Processing and language recognition, EBO’s IPP replaces one-way, closed-question digital forms and multiple choice answers with two-way natural communication that is indistinguishable from human conversation – in any channel of choice!
Restoring Empathy
EBO’s IPP can converse with patients intelligently and with empathy – understanding their intents, emotions, tone and providing appropriate accurate responses.
Multilingual Functionality
From English to Spanish to Greek and Arabic, patients can interact with the IPP in any language, on any channel, at any point in time. They can even choose to communicate to the IPP using text or voice.
A Patient Portal with Memory
EBO’s context awareness and NLP abilities allows the IPP to keep track of patient’s data and personalise conversations. Patients can hop from one pathway to another without needing to start all over again or give any context.
Enabling Voice & Choice
EBO’s IPP will have the ability to hear, and respond to patient’s voice inputs, making patient communication easy, simple and accessible. Patients can simply speak to Intelligent Patient Portal and the Virtual Assistant will respond immediately.
Patient Support and Guidance
EBO’s IPP offers clinical workflow support and can reach out to patients on different pathways, be it self-assessment, appointment management, e-consent or waiting list validation.
Built with Behavioural Science
EBO has embedded behavioural psychology directly into its conversational AI, in collaboration with Influence At Work, one of the world’s leading behavioural science hubs. The result? Every message is designed to nudge the right outcome: whether it’s reducing DNAs, encouraging health screenings, or increasing trust in digital communications. This is vital for population health and has measurable impact on system throughput.
By tailoring tone, timing, and message structure to the user’s mindset and motivation, the system significantly improves engagement, reduces friction, and increases task completion rates.
Measure the Pulse of your Patients
EBO’s sentiment analysis provides management with a new level of Business Intelligence and insight on a patient’s health. It can tell you how patients feel (self assessment) and how they think (PROM, PREMS) – all displayed on a visual dashboard.
From Access to Activation
EBO moves beyond passive access portals to active patient engagement, where patients are not just informed but prompted to take action—whether it’s validating appointments, updating health details, or engaging with care pathways.
Improve Patient Access via the NHS App
Access is about removing friction NOT adding features. EBO lowers the threshold for digital adoption by creating intuitive, conversational entry points; especially critical for patients with low digital literacy or high anxiety. We widen entry leads to broader NHS App relevance; not just for the digitally fluent.
Continuously Improving Patient Adoption
The IPP uses machine learning and language recognition to continuously improve, adapting to complex tasks and patient needs. EBO’s specialist dialogue consultants ensure its effectiveness through ongoing monitoring.
Making patients feel seen, heard and spoken to
Activation can only take place through human-centred conversations. With EBO patients feel “spoken to”, not “processed”: making them more likely to stay the course. Backed by behavioural science, EBO’s portal increases the proportion of patients who move from “digital access” to “digital action”.
Proven Outcomes
Across NHS deployments, Trusts have seen:
65%+ patient engagement rates
30% reduction in DNAs
Up to 70% automation of routine patient queries and transactions
- A 94% patient satisfaction score
Accessible Healthcare for Everyone, Everywhere
See how EBO’s Intelligent Patient Portal enhances NHS services, optimises waitlist validation and maximises appointment effectiveness.
Patient Support and Guidance
EBO’s IPP offers clinical workflow support and can reach out to patients on different pathways. Not only does EBO’s IPP remind patients about their upcoming appointments using push notifications, but will guide and support them throughout their patient journey using curated contextual guidance. The portal signposts patients to submit assessments and guide them towards local support groups, procedure guidance information, internal/external services and more.
Engineered with interoperability at its core, EBO’s Intelligent Patient Portal is technologically agnostic as it seamlessly integrates with your existing Electronic Patient Record (EPR), shared care records and other ICB first-generation Patient Engagement Platforms (PEP).
Just like speaking to a (human) healthcare representative, EBO’s context awareness and NLP abilities allows the IPP to keep track of patient’s data and personalise conversations. Patients can hop from one pathway to another without needing to start all over again or give any context.
EBO’s sentiment analysis provides management with a new level of Business Intelligence and insight on a patient’s health. It can tell you how patients feel (self-assessment) and how they think (PROM, PREMS). All of this is displayed on a visual dashboard using Microsoft PowerBI.
Interoperability is not just for technology. When adopting an IPP, EBO allows you to connect to innovative minds, luminaries and key opinion leaders. Joining EBO, opens doors to the future of healthcare as well as a dialogue market place where you can build and purchase dialogues at pace. We can also integrate with a growing amount of best-of-breed solutions including hybrid mail providers, EPRs, Shared Care Record implementations and talking therapy solutions.
Winning Clients’ Trust
Here are a few words from our clients on their experience with our solution.
Danielle Edwards
- Head of Digital Transformation
- Betsi Cadwaladr University Health Board
If a solution like EBO is implemented across the NHS, it can revolutionise access to maternity care for the majority of service users. The point is to release capacity in Health systems by using innovation and technology that supports that.
Charlotte Clayton
- Clinical Academic Doctoral Midwife
- RM Princess Anne Hospital, University Hospital Southampton
Our booking officers absolutely love our Virtual Assistant Alex, since it does the legwork and they can focus on the patient. Over the last six months, Alex has helped save 24 hours of staff time every week. Our callers come from diverse cultural and linguistic backgrounds, so we worked with our communication to make sure Alex understands all our patients and the different ways they communicate.
Kim Hale
- Digital Change Lead
- Somerset NHS Foundation Trust
The experience of working with EBO on our Virtual Assistant has been very positive. EBO and Servelec listened to our feedback and helped design AI solutions that benefit our patients by providing an alternative way they interact with the trust.
James Mariott
- Digital Change Manager
- Somerset NHS Foundation Trust
I think where we really found the stress is on the admin. A lot of our service users are calling us, which means that our lines are continuously busy and admins miss some of the calls, as they are on the phone with another service user at the time. It means that people are trying to get in contact till the late evening when the services are closed. It really opened up our eyes to see that there are other ways our clients can communicate with us and there are other ways that we can communicate with the clients. It actually works for them.
Shona Richards
- Digital Transformation Project Manager
- East London NHS Foundation Trust
EBO is a trusted partner of Microsoft, because a lot of what we see with thousands of customers that we work around the world is very much aligned with EBO’s mission and vision. They empower caregivers; they empower administrative staff, and they empower patients to have better access to information. 84% of Healthcare Executives believe that AI will revolutionise the way we obtain information.
Ruthy Kaidar
- Director, Healthcare Industry Sector
- Microsoft
We have a growing backlog and we have patients whose conditions are just getting worse as their appointments are delayed. We have people in the community who cannot even get their first appointment, they cannot get diagnosed and they cannot receive early treatment. Covid has accelerated our adoption of virtual appointments and remote patient monitoring, so there is some efficiency gained there.
Jenny Chong
- Associate Non-executive Director
- Medway NHS Foundation Trust
It is indeed a pleasure to work hand-in-hand with EBO in developing our AI profile and competence. Apart from providing excellent technical expertise, EBO has consistently supported, trained, and maintained a close relationship with all of our team whilst overseeing the development, deployment, and successful marketing of our AI platform. Such support is unique and provides us with the confidence and motivation to further develop this exciting Artificial Intelligence revolution together with EBO, and be able to provide a holistic and efficient experience to our clients.
Jean Claude Muscat
- CEO
- Saint James Hospital
“Working with EBO is like ‘a breath of fresh air’. They have a deep-seated ‘can-do’ ethos to delivering successful solutions and our collaboration functions as a true partnership. The EBO Virtual Assistant is a new technology for us with great potential as it integrates directly with our Electronic Patient Record. We initiated a pilot with EBO on e-Consent and are already lined up for rolling out pre-assessment and appointment modules.¨
Andy l’Anson
- IT Programme Manager
- Shropshire Community Health NHS Trust
