BT pilots AI patient concierge service for NHS
UK incumbent BT has stepped up its health-related activities with some AI-enhanced patient messaging tech.
November 10, 2023
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UK incumbent BT has stepped up its health-related activities with some AI-enhanced patient messaging tech.
Together with the NHS and Soprano – which offers an SMS platform for businesses – it is piloting ‘Patient Concierge’. It is designed to streamline patient communication, cutting the amount of time spent arranging appointments for diagnosis and treatment. The hope is that it will also reduce the number of double-booked or missed appointments.
BT said it is currently showcasing Patient Concierge to customers, which it hopes will include other healthcare providers in addition to the NHS.
The UK government is already fully on board with the idea of using AI throughout the NHS.
In June, it made £21 million available to accelerate the deployment of the most promising AI tools across hospitals in time to treat people this winter. It has also committed to increasing the use of AI-based stroke-diagnosis technology to 100% of integrated stroke delivery networks, up from 86 percent today. Other applications include using AI diagnostic tools to analyse chest X-Rays.
BT announced its Patient Concierge pilot alongside the publication of a survey into NHS priorities and expectations regarding healthcare tech.
It found that 53% of NHS staff believe AI will have a significant impact on clinical service delivery, particularly in areas like automated appointment booking and improving the accuracy of diagnosis. 63% think AI will reduce waiting times, and 65% think it will improve patient outcomes. 56% expect it to reduce the cost of patient care.
The survey doesn’t just focus on AI, it also looks more generally at tech too.
74% of respondents see future investments in tech as a priority, with reduced wait times, improved outcomes and lower costs identified by the vast majority as the biggest benefits of healthcare tech in general.