[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
The Intelligent Patient Portal for Mental Health & Community Trusts
Backed by Behavioural Science, this powerful tool offers personalised, empathetic guidance throughout the patient’s healthcare journey.
How EBO’s Solution is delivered:
EBO’s Intelligent Patient Portal supports Mental Health and Community Trusts aiming to enhance patient experiences and improve patient engagement. Using advanced natural language processing (NLP), it enhances your portal with human-like patient interactions. This is more than a chatbot—it’s a powerful tool offering personalised, empathetic guidance throughout the patient’s healthcare journey.
Whether your Trust uses the Rio EPR system or another EPR, EBO can:
“Placing the person at the heart of the service and in control of their care is essential.”
As the NHS England Director formerly responsible for the national Patient Portal programme, Richard Samuel now advises the EBO Intelligent Patient Portal initiative.

- Richard Samuel Director of Healthcare Strategy, EBO
- Richard Samuel Director of Healthcare Strategy, EBO
Patient Portals as Pillars of the NHS 10-Year Health Plan
The focus of patient engagement portals from 2022 was primarily tactical and transactional, aiming to reduce long waits in elective care and boost productivity through technical functionality. Although these needs persist, the future of portals is transformational—becoming a core enabler of the 10-year plan.
Over the next five years, a third of all NHS interactions will be delivered digitally, necessitating a significant upgrade in portal capabilities. These portals must offer an exceptional user experience that is equitable, inclusive, and personalised. They need to empower patients by providing the knowledge, skills, and capabilities to make informed decisions, practice self-care, and manage their healthcare journeys. Ultimately, healthcare should seamlessly integrate into people’s daily lives, rather than the other way around.
Benefits & Capabilities
Discover the realisable benefits of EBO’s Patient Engagement Solution:
Speak your Patient’s Language
Thanks to its unique Natural Language Processing and language recognition, EBO’s IPP replaces tedious, unengaging digital forms and multiple choice answers with two-way natural communication that is indistinguishable from human conversation.
Restoring Empathy
EBO’s IPP can converse with patients intelligently and with empathy – understanding their intents, emotions, tone and providing appropriate accurate responses.
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.
Increasing Patient Access via 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.
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.
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.
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.
How it works
Navigate the Talking Therapies Pathway
Find out how Sally, EBO’s Virtual Assistant, supports patients like Harry—a 58-year-old who, after his marriage ended and losing his job, has struggled to open up about his feelings. Sally reaches out to Harry automatically, validates his appointment, provides him with relevant information, and maintains direct communication with him over the next three months. View the pathway infographic here.

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

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

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

“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







