Case Study: Betsi Cadwaladr University Health Board improves waiting list validation with EBO.ai

Automated waiting list validation powered by AI

Betsi Cadwaladr University Health Board (BCUHB), the largest health board in Wales, faced a significant challenge in validating its patient waiting lists. The existing process, which relied on costly external call centers, was inefficient, provided a poor patient experience, and struggled with data quality. To address this, BCUHB partnered with EBO.ai to pilot an AI-powered solution for automated waiting list validation.

EBO.ai implemented a digital solution that contacted patients via SMS and engaged them through a virtual assistant conversation. This allowed patients to validate their need for an appointment at any time. The solution achieved a high response and completion rate, with 93% patient satisfaction. For BCUHB, EBO.ai's system freed up appointments and was projected to create an estimated £137,000 in systems efficiency per validation cycle compared to the old call center model.

Betsi Cadwaladr University Health Board

Danielle Edwards

Transformation Lead - Digitising Patient Access to Care