Mid and South Essex deploys AI communications solution

Mid and South Essex NHS Foundation Trust has rolled out an integrated AI solution and communications platform, with the aim of reducing missed appointments and improving waiting times. 

The solution was deployed across the whole trust on 30 July 2024, following a pilot which took place from March 2023 to September 2023, with a phased approach across the urology, dermatology, and pain management specialties.

During the pilot, Deep Medical’s AI solution was integrated into Healthcare Communications’ Webex Connect communications platform, leading to a reduction of almost a third in did not attends (DNAs) during the six month period.

Erica White, programme director at Mid and South Essex, said that the pilot outcomes are “hugely encouraging”.

“It has helped us to make the best use of our resources as a service, reducing no shows and supporting the movement of patients off the waiting list.

“Critical to this is being able communicate with our patients at scale, across multiple channels, and we are delighted to be using the Webex Connect platform through Healthcare Communications to deliver this.

“Our deployment with Deep Medical and Healthcare Communications will be a fantastic example of how harnessing the power of AI, with proactive, scalable communications will play a key role in the NHS’s improvements,” White said.

Deep Medical’s solution uses an algorithm to predict DNAs by analysing hundreds of human behaviour insights from trust data, such as a patient’s job, childcare and carer commitments, live traffic, and weather, before offering alternative bookings.

Webex Connect, then uses the segmented data to send personalised messages to patients, reminding them of appointments and allowing them rearrange to a convenient time and date if necessary.

Dr Benyamin Deldar, Deep Medical’s cofounder, former NHS doctor and NHS Innovation Accelerator fellow, said: “Our partnership with Healthcare Communications represents a pivotal moment in our mission to improve patient care and optimise clinician time.

“It made sense to integrate with a leading patient communications provider such as Healthcare Communications so we could maximise our potential to reduce the waiting list backlog and health inequalities.

“As innovation partners, we have the full capability to make a meaningful impact to the NHS and society in a short period of time.”

In March 2024, NHS England announced plans to roll out Deep Medical’s AI solution to a further 10 NHS trusts, following the pilot at Mid and South Essex.