[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
AI Automated Waiting List Validation Solution
Clear your waiting list backlog with an effective, efficient, and proven solution.
- Go live within 4 weeks
- No minimum contract
- 97% validated outcomes
- 4.10% removal rate expectation
- Multilingual Human-like patient conversations
- Validate patients with accuracy and empathy
The Problem
NHS waiting lists have reached a record high with 7.4 million patients waiting for treatment. The need for innovative technology to add capacity and reduce waiting lists is no longer optional.
7.4 million patients are now waiting for NHS treatment
41% of patients wait more than 18 weeks without any two-way communication with their hospital
3% of patients wait more than a year for treatment
NHS Trusts don’t have the admin resources to cope
5WTE to validate an average waiting list
19% turnover rate for NHS admin staff
Expensive & de-motivating to use NHS staff for repetitive, admin tasks
The Impact
Inefficient manual and digital methods are preventing continuous admin validation
10% of patients on waiting lists no longer need treatment
The average NHS Trust lost £8.2 million to missed appointments in 2024
Elective Recovery relies on avoiding unused appointment slots
How can Artificial Intelligence help manage your Waiting List Backlog?
Hear from NHS leaders and AI experts as they explore real-world strategies to manage the waiting list backlog. Watch the webinar on-demand today.
The Solution
EBO‘s advanced AI technology is specifically designed to address and eliminate waiting list backlog efficiently and seamlessly.
The solution automates validation processes end-to-end, using its bespoke AI powered Virtual Assistant (VA) as a friendly interface with the patient. The VA takes the lead by automatically and directly contacting patients to confirm whether they still require their appointment, documents their responses in the EPR and maintains communication pre and post appointment. All this via two-way natural conversation, enabled by Natural Language Processing (NLP).
The solution is more than just a strategy to reduce backlog; it’s about crafting an accurate, empathetic, and seamlessly connected healthcare experience, whilst alleviating administrative burden.
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EBO’s Validation Solution
- Converses like a human with thousands of patients simultaneously
- Personalises each conversation to the individual waiting list (specialty)
- Automatically sends a letter if the patient doesn't respond via digital channel (optional feature)
- Can understand 100+ languages
- Is accessible from any digital device
- Generates automated, scheduled check-ins and questionnaires, digitally or via physical letters to ensure patients wait well (optional)
- Requires minimal digital skills from the patient
- Contacts the first patient within just 2 weeks from contract signing
- Meets all IG, GDPR and audit requirements
- Optionally integrates with EBO's Intelligent Patient Portal
The Result
Significantly reduced waiting lists, DNAs, referral-to-treatment backlogs and follow-up appointments through Patient Initiated Follow-Up (PIFU). Moreover, this streamlined process translates into considerable cost savings, satisfied patients and happier staff.
With sentiment analysis at its core, our solution empowers administrators with real-time insights into patient behavior and preferences, while visual dashboards offer a comprehensive overview, enabling healthcare providers to make informed decisions and enhance overall service delivery.
Book a demo today to reduce your waiting list backlog.
Sounds compelling?
Contact us today and we'll take you through our AI-powered Waiting List Validation solution.
Customer Story
An AI-Driven Solution for Betsi Cadwaladr University Health Board
Working in partnership with EBO, Betsi Cadwaladr University Health Board (BCUHB) developed and undertook a proof of concept (POC) of the EBO Waiting List Validation Solution which, through integration with WPAS, would allow BCU to replace up to 76% of costly one-off validation call tranches with automated and continuous digital patient validation, initiate contact with patients via SMS, automatically update the WPAS to reduce admin costs, create an enriched patient experience and digital-first uptake.
Danielle Edwards
- Head of Digital Transformation
- Betsi Cadwaladr University Health Board
Navigate the Automated Waiting List Validation Patient Pathway
Find out how Wally, EBO’s Virtual Assistant, automatically reaches out to patients, such as Mary a 65 year old grandmother who has been waiting for a knee replacement for over a year. Wally automatically contacts Mary, validates her appointment, documents the outcomes directly into the EPR, and maintains direct communication with her pre and post her op. View the pathway infographic here.
Virtual Agents help businesses drive conversations.
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
