NHS North Central London Integrated Care Board has been running a pilot scheme integrating WhatsApp with AI appointment scheduling for cancer screening.
It said the pilot - run with the Islington GP Federation, technology provider SPRYT and the University of Surrey - is aimed at increasing the take-up of cervical cancer screening.
This is the first time WhatsApp and AI for appointment scheduling have been approved by the NHS, and the project, and ICB said it has received positive reviews from patients so far and is helping to streamline cancer screening appointment booking and rescheduling.
The technology, developed by SPRYT, involves the use of AI receptionist Asa, which streamlines the appointment management process for patients and staff.
It allows patients to book, reschedule and cancel appointments via WhatsApp at any time, without requiring a new app or website. Patients can interact with Asa as they would with a human receptionist.
Improve access
Dr Bengi Beyzade, clinical lead for ENT and digital at the Islington GP Federation, 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 manage or change their bookings easily.
“The system is overseen by our lead nurse and admin team who monitor activity and can step in at any time.”
The pilot has been funded by NHS London Digital First Primary Care Automation and pharmaceutical company MSD.
Concerns over take-up
It is being run in response to concerns that take-up of cancer screening is particularly low in some underserved population groups in London, with less than a 10% response rate to cervical screening invitations in some communities.
Starting with the Islington GP Federation, the pilot will be rolled out across North Central London, and it is hoped across London and across other services.
