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Lancashire and South Cumbria NHS Trust to use AI powered patient portal


Mark Say Managing Editor

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EBO Integrated Patient Portal interface on smartphone and tablet
Image source: EBO

Lancashire and South Cumbria NHS Foundation Trust is planning to roll out a patient portal providing an AI powered conversation function.

The mental health trust is working with The Access Group on the deployment of EBO’s second generation Intelligent Patient Portal (IPP) that will deliver a patient-centric experience with AI-powered two-way conversation as part of its automation of patient facing processes.

EBO said the move is designed to address the low level of patient adoption in traditional portals and their lack of patient engagement, and that a further four trusts are expected to follow suit shortly.

The portal combines a range of functions with an AI virtual assistant and integrates with the NHS login method.

EBO said that chatbot applications typically rely on limited rule based approaches or predefined scripts, but its IPP includes unique natural language processing (NLP) and language recognition that will enable the trust to interact in two-way communication indistinguishable from human conversation.

Over 100 languages

The portal also provides an intuitive user interface, available 24/7 on all devices, in over 100 languages.  

It will meet anticipated NHS patient portal requirement, enabling patients to manage appointments, view letters and guidance, complete self-assessments and questionnaires, and provide consent.

Dr Mark Worthington, chief clinical information officer at Lancashire and South Cumbria NHS Foundation Trust, commented: “EBO has demonstrated that it will meet our requirements for integration, automation, security and design.

“The use of AI within the NHS is increasing, and we are only just starting to realise the benefits it can deliver.  As an organisation we are committed to adopting technology that improves our service and health outcomes.”

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