United KingdomHealthcare and life sciences2025 – ongoingBarts Health NHS Trust
Copilot-assisted complaints responses at Newham Hospital
Newham Hospital more than halved complaint-response drafting time with Copilot
Problem
Drafting complaint responses took staff time away from direct contact with patients and families.
Approach
Newham Hospital used an NHS-approved Microsoft Copilot system to support complaint-response drafting. Staff reviewed and approved every response. People continued to lead investigations and clinical decisions.
Results
Takeaway
Drafting became faster while staff retained approval responsibility. The trust also reported fewer reopened cases, without publishing a count.
Categories
- Size
- Large enterprise
- Industry
- Healthcare and life sciences
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
Barts Health reported that Newham's complaints team more than halved drafting time over six months. It also reported fewer reopened cases and said staff approved every response.
Full details are in the original sources.
