United KingdomHealthcare and life sciences2023 – ongoingMid and South Essex NHS Foundation Trust
Appointment prediction linked to personalised patient messages
Mid and South Essex reported almost a third fewer missed appointments during an AI pilot
Problem
Missed outpatient appointments left clinical capacity unused while patients waited for care. The trust needed to identify likely absences and help patients rearrange bookings.
Approach
The trust piloted Deep Medical's prediction software with Healthcare Communications' Webex Connect platform from March to September 2023. Predictions informed personalised reminders and alternative bookings. The integrated service rolled out across the trust on 30 July 2024.
Results
Takeaway
The prediction model was linked to messages that let patients change appointments. The reported reduction covered the pilot rather than the subsequent trust-wide deployment.
Categories
- Size
- Large enterprise
- Industry
- Healthcare and life sciences
- Business function
- Production and qualityCustomer service
- Innovation type
- Process innovation
- AI technology
- Predictive analytics and ML
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
Digital Health reported the trust-wide deployment following a 2023 pilot. It described the prediction and messaging workflow and reported almost a third fewer missed appointments during the pilot.
Full details are in the original sources.