This document proposes using a chatbot named Nima to help address non-emergency queries for the UK National Health Service (NHS) more efficiently. The NHS currently deals with over 1 million patients every 36 hours through various contact methods, but the process can be time-inefficient and complex. A chatbot could provide 24/7 automated advice and information for common non-emergency questions through social media platforms, helping reduce costs from these types of inquiries. The document envisions bots as part of a larger digital strategy to improve engagement with NHS customers in a more relevant, cost-effective manner.
2. Our Story
“As soon as I moved to the UK to study I had no idea what the public health system or looked like or how
to approach it”
New parents; “what are the first vaccines I should get for my child? When, and where?
Pregnancy/ abortion: “I need abortion advice?”
Travelling/ holiday: “Will I need any vaccinations for holiday?”
General: Do I need to pay for treatment if I get ill abroad?”
3. The Problem
• Time inefficient
• User journey complex and overcomplicated
• Outdated process
• The NHS deals with over 1 million patients every 36
hours (NHS Confederation, 2016). These patients
interact via appointment, by phone, by way of walk-in &
website
• It is very costly to serve non-emergency patients efficiently
• There are 31 million UK citizens that have a
Facebook page. That’s 60% of the population
4. The Solution
• Mintel (2016), 63% of consumers aged +16 use social
media platforms, and 57% of consumers aged 16+ are
using messaging apps
• Available 24/7 365 days a year
• Integrating these trends into the NHS digital strategy (long term)
• Simple, unified communications between patient and NHS
• Automating non-emergency customer queries
• There are 31 million UK citizens that have a Facebook
page. That’s 60% of the population
• Real-time automated advice
5. Meet Nima the non-emergency NHS Bot
• Pinpoint your location and display trusts near by
• Give directions through linking with Google Maps
• Has a good sense of humor
• Displays opening times
• Can bring up relevant information for non-emergency
medical queries
• Real-time response
NHS
6. The solution as part of a bigger digital strategy
The NHS needs to have a better budget allocation strategy and try to reduce
cost of inefficiencies that stem, for example, from non-emergency customer
queries. And so, we envision bots being implemented as part of a bigger multi-
channel digital strategy that is efficient, costly, and targets the audience in a
better and more relevant way.
