The pilot, supported by grant funding from NHS London Digital First Primary Care Automation, pharma company MSD and the ESRC Impact Acceleration Account at the University of Surrey, is focused on increasing the uptake of cervical cancer screening amongst underserved population groups in London.
An AI receptionist, ASA, streamlines the appointment management process for patients and staff, allowing them to book, reschedule and cancel appointments via WhatsApp at any time. Patients can interact with ASA as they would a human receptionist, receiving reassurance and answers to questions as well as voice messages in their own language to assist those with a low command of English.
Dr Doris Dippold and Dr Freda Mold, have helped design ASA’s language and messaging for different patient groups, improving communication and engagement with patients and optimising their attendance rate.
Dr Doris Dippold, Senior Lecturer in Intercultural Communications, University of Surrey said:
“This project seeks to understand how language, culture and technological barriers can affect uptake of cervical screening offers. We will use evidence from qualitative interviews and analysis of patients’ interactions with ASA to understand how ASA can be developed to better meet the needs of those groups who are currently underrepresented in cervical screening.”
Dr Freda Mold, Senior Lecturer in Integrated Care, University of Surrey said:
“Through comprehensive interviews and detailed analysis of patient usage patterns and content, we aim to determine how, when, and why patients engage with this innovative technology to schedule their appointments. This project is made possible by working closely with the dedicated healthcare and practice administration teams”.
Dr Bengi Beyzade, Clinical Lead for ENT & Digital, Islington GP Federation and GP partner at Clerkenwell Medical Practice said:
“We hope this exciting pilot will improve access to cervical smear appointments. ASA answers patients’ queries about their appointments and supports them attending. It also reduces demand on our phone lines and improves patients’ experience of booking tests, allowing them to amend their bookings easily. The system is overseen by our lead nurse and admin team who monitor activity and can step in at any time.”
It is hoped this proactive approach to managing patient appointments will lead to a more positive perception of the healthcare administration process, help facilitate early disease detection, improve patient survival as well as reduce operational inefficiencies and late-stage disease burden on the NHS.
