North Central London Integrated Care Board (ICB) has partnered with Islington GP Federation and digital health company SPRYT to pilot the use of WhatsApp combined with AI to streamline cervical cancer screening uterus and making an appointment.
The project, funded by NHS London Digital First Primary Care Automation, UCLPartners and MSD, launched at the Clerkenwell GP practice in May 2024 after 18 months of planning.
It uses the AI receptionist tool Asa, developed by SPRYT, to allow patients to book, reschedule and cancel appointments, as well as ask questions via WhatsApp.
By automating the scheduling process, ICB aims to free up administrative time, reducing demand on phone lines and allowing administrative staff to focus on other tasks.
In a Press release published on May 16, 2024 Lucy McLaughlin, Head of Cancer Commissioning at NHS North Central London ICB, said: “Asa is designed to address three key challenges of cervical cancer screening in the center- North London, namely low appointment booking rates for cervical cancer screening, low engagement among certain segments of the patient population and no-shows for primary care appointments .
“We also hope the tool will improve the patient experience and help them feel reassured to access the tests they need.”
The AI Receptionist integrates behavioral science and generative AI, allowing it to tailor its language and messages to different patient groups, with the aim of improving communication and engagement.
Dr Doris Dippold, Senior Lecturer in Intercultural Communications at the University of Surrey, who advised the project, said: “This project seeks to understand how language, culture and technological barriers can affect the uptake of offers cervical cancer screening.
“We will use evidence from qualitative interviews and analyzes of patient interactions with Asa to understand how Asa can be developed to better meet the needs of groups who are currently underrepresented in cervical cancer screening.
Asa also leverages AI to predict no-shows, providing clinical staff with actionable insights about which patients are likely to miss their appointments.
Dr Bengi Beyzade, clinical lead for ENT and digital at Islington GP Federation and GP partner at Clerkenwell Medical Practice, said: “We hope this exciting pilot will improve access to cervical smear appointments .
“Asa answers patients’ questions about their appointments and accompanies them during their attendance.”
The system is overseen by a senior nurse and the administrative team, who will monitor activity and take action at any time when necessary.
North Central London ICB expects AI Appointment Scheduling to be rolled out across the Islington GP Federation over the next 12 months before being extended to North Central London and the rest of London .
The University of Surrey plans to evaluate the pilot project in summer 2024.