Case Study: Midlands Partnership NHS Foundation Trust improves patient access and satisfaction with EBO.ai

Redefining Healthcare Accessibility and patient empowerment through AI Innovation

Midlands Partnership NHS Foundation Trust (MPFT) sought to enhance patient access and streamline administrative processes within its vast healthcare network. To address challenges like limited communication channels and high call center reliance, MPFT partnered with EBO.ai to deploy its AI-driven Virtual Assistant solution for patient-led appointment management and e-consent.

EBO.ai's solution, integrated with the Trust's Rio EPR system, provided a 24/7 digital channel for patients to view and cancel appointments. The implementation achieved a 21% patient adoption rate, a 96% AI recognition rate, and a 92% patient satisfaction rate. Notably, 37% of conversations occurred outside office hours, improving access and reducing staff workload, which demonstrated the measurable impact of EBO.ai's technology.

Midlands Partnership NHS Foundation Trust

Pam Pahal

ICS and PCN Digital Transformation Programme Lead