ChatBot - managing waiting lists

Chatbot is an automated call system, which guides patients through a series of questions designed by NHS consultants and healthcare experts. The pilot saw 2,282 waiting list patients in Morecambe Bay and Preston receive a call asking about their health condition. 75% of patients responded to either the automated call, or a follow-up call from a member of staff.

The 2022/23 Chatbot programme has now been rolled out to other hospitals and medical specialties in Lancashire and South Cumbria and aims to contact 30,000 patients before the end of March 2023.

So far, out of 17,299 patients contacted this year, 13,583 have been validated at a response rate of 79% with almost 1,200 patients indicating they could leave the waitlist. 

Chatbot was Shortlisted as a finalist in the 2023 HSJ Awards.