The North Central London Integrated Care Board (ICB) has teamed up with the Islington GP Federation and digital health firm SPRYT to launch a pilot project utilizing WhatsApp combined with AI to streamline cervical cancer screening and appointment bookings.
This innovative project, supported by funding from NHS London Digital First Primary Care Automation, UCLPartners, and MSD, was launched at the Clerkenwell Medical Practice in May 2024 after extensive planning spanning over 18 months.
The project is leveraging Asa, an AI receptionist tool developed by SPRYT, which enables patients to efficiently book, reschedule, and cancel appointments, as well as seek information via WhatsApp. By automating these processes, the ICB aims to save administrative time, alleviate strain on phone lines, and allow staff to focus on other important tasks.
According to Lucy McLaughlin, the head of cancer commissioning at NHS North Central London ICB, Asa is designed to address key challenges in cervical screening in the region, such as low appointment uptake, engagement issues among certain patient groups, and non-attendance of appointments. The tool also aims to enhance patient experiences and promote access to necessary tests.
The AI receptionist incorporates behavioural science and generative AI to tailor its communication to different patient segments, enhancing engagement. Dr. Doris Dippold from the University of Surrey, an advisor on the project, highlighted its focus on understanding language, cultural, and technological barriers affecting cervical screening uptake.
Dr. Bengi Beyzade, clinical lead for ENT and digital at Islington GP Federation, expressed optimism that the pilot will improve access to cervical smear appointments by providing appointment-related information and support to patients.
The system is closely monitored by a lead nurse and admin team, with plans to expand the AI appointment scheduling to the Islington GP Federation over the next year before rolling it out to other areas within North Central London and wider London.
A comprehensive evaluation of the pilot is scheduled to take place at the University of Surrey in the summer of 2024.
