Pilot scheme sees both AI and WhatsApp being used for appointment booking in the NHS for the first time

A pilot scheme using WhatsApp and Artificial Intelligence (AI) appointment scheduling in the NHS for the first time is getting “positive reviews” from patients, according to North London health bosses.

They claim that by making it easier to book, reschedule and ask questions, the scheme can increase cervical cancer screening uptake.

The scheme is supported by grant funding from NHS London Digital First Primary Care Automation and pharmaceutical company MSD, with NHS North Central London Integrated Care Board (ICB), Islington GP Federation, technology provider SPRYT and the University of Surrey.

Initially rolled out in Islington, it is the first time WhatsApp and AI have been used in the NHS for appointment scheduling.

Uptake of cervical screening is particularly low in some underserved population groups in North London, with less than a 10% response rate to invitations in some communities. The pilot will eventually be introduced across the whole North Central London NHS area, which covers the five boroughs of Enfield, Barnet, Haringey, Camden and Islington.

The technology, developed by SPRYT, involves the use of an AI receptionist, ‘Asa’, which streamlines the appointment management process for patients and staff. It allows patients to book, reschedule and cancel appointments via WhatsApp at any time, without needing a new app or website. Patients can interact with Asa like they would with a human receptionist.

The team which developed the tech has already been shortlisted at the Health Service Journal (HSJ) Awards 2024, in the category ‘Driving Efficiency Through Technology’. The winner will be announced at an awards ceremony in November.

Asa provides reassurance and answers patients’ (non-diagnostic) questions, relating to their appointment, but doesn’t offer medical advice. Asa can also send voice messages in patients’ recorded language to improve uptake in patients where English may not be their first language.

“Dynamic, personalised reminders” using behavioural science insights enable patients to easily confirm attendance, or to reschedule and free up the appointment slot to other patients.

Daragh Donohoe, CEO of SPRYT, said: “The use of WhatsApp with AI to automate scheduling is a first in the NHS and it has huge potential for wider use. For patients, it’s a communication platform that so many of us are familiar with, so it’s easy to use.

“For the NHS, it will tackle low uptake of appointments, low engagement and reduce non-attendance while reducing admin burden, and freeing up medical administrators to focus on underserved patients, less tech-savvy patients, and other critical tasks”.

Lucy McLaughlin, NHS North Central London’s head of cancer commissioning, said: “As a commissioner it is essential that we identify potential solutions that increase the numbers of patients that are able to book and attend their cervical screening appointment so that more patients take up the offer of a cervical screen.

“Patients are already giving us really positive feedback. We’re hearing that the booking process is easy, fast, and convenient and it’s great that patients are ‘so impressed’.”

Matthew Nye, director of digital transformation primary care at NHS England, said: “The use of an AI-powered WhatsApp chatbot to assist patients with cervical screening appointments is a great example of how technology can enhance patient care in primary care.

“By simplifying processes and addressing patients’ queries, it ensures a smoother and more informed journey for patients, with the potential to support a multitude of pathways.”

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