Making Every Appointment Count
Turn missed appointments into meaningful patient engagement with Maya, EBO's AI-powered Virtual Assistant. Maya combines AI with behavioural science to identify the reasons behind patient no-shows and helps to prevent recurrence.
- Reduces DNAs
- Engages in over 100 languages
- Provides direct support to overcome barriers
- Automates admin workflows with actionable insights
- Reaches out via SMS immediately after a missed appointment
- Enhances care pathways using closed-loop behavioural analysis
Making Every Appointment Count
Turn missed appointments into meaningful patient engagement with Maya, EBO's AI-powered Virtual Assistant. Maya combines AI with behavioural science to identify the reasons behind patient no-shows and helps to prevent recurrence.
- Reduces DNAs
- Engages in over 100 languages
- Provides direct support to overcome barriers
- Automates admin workflows with actionable insights
- Reaches out via SMS immediately after a missed appointment
- Enhances care pathways using closed-loop behavioural analysis
The Problem
Missed appointments delay care, waste resources, and increase backlogs. In fact, the NHS Elective Reform Plan has set a 0.6% reduction target in missed secondary care appointments.
Patients often face a range of obstacles—both within and outside of their control—that prevent them from attending their scheduled visits. Some of the most common reasons include:
- Process inefficiencies
- Socioeconomic barriers
- Communication gaps
- Appointment no longer needed
Missing an appointment is the strongest indicator that someone may miss future appointments. That’s why engaging with patients after a missed appointment is crucial.
However, current solutions are either costly, requiring staff to contact patients directly, or ineffective, relying on mailed letters.
The Solution
Meet Maya, EBO’s AI Virtual Assistant, designed to make every appointment count. After a missed appointment, patients receive an SMS with a secure link to chat with Maya. She asks short, friendly, anonymous questions in the patient’s preferred language and reading level. Watch the video below.
How it Works
Here’s how Maya improves patient engagement by addressing the root causes of no-shows.
Identify Barriers
Understands why patients miss appointments and offers tailored support.
Apply Access Policies
Responds based on provider policy—informs next steps or discharges patients.
Encourage Attendance
Uses behavioural science to re-engage patients.
Analyse & Share Insights
Highlights non-attendance trends by specialty and demographics.
Trigger Automated Actions
Initiates admin workflows based on patient responses.
Refine with Closed-loop Analysis
Tracks outcomes to continuously improve engagement.
Core Capabilities
Conversational AI + Behavioural Science
Leverages AI and behavioural science to engage patients after missed appointments, influencing behaviour and reducing non-attendance.
Data-Driven Insights
Generates actionable insights from anonymised data, enabling healthcare providers to identify key drivers of missed appointments by specialty and demographic.
Personalised Digital Support
Offers tailored tools to address specific barriers like appointment cancellations, transport issues, and accessing support.
Driving Future Attendance
By using closed-loop analysis, it tracks patient behaviour to evaluate and improve the intervention.
Multilingual & Multi-Literacy
Supports over 100 languages and adapts language level to cater to a reading age of 8.
Seamless NHS Integration
Integrates smoothly into NHS workflows, automating administrative tasks and reducing the risk of patient discharge.
Closed-Loop Analysis
Tracks patient engagement and behaviour, continuously refining the intervention based on real-time data.
Alignment with Local Access Policies
Ensures consistency with local access policies by following provider guidelines on next steps after a missed appointment, whether informing the patient of follow-up actions or discharging them to primary care.
The Results?
With Maya, healthcare providers can take meaningful action on missed appointments, aligned with the NHS Elective Reform Plan’s goal of a 0.6% reduction in DNAs. Access the guide to see how Maya turns insight into action.
Interested in learning more?
Get EBO’s full guide to cutting missed appointments with Conversational AI.
Winning Clients’ Trust
Here are a few words from our clients on their experience with our solution.
