How NHS 111 London Is Using AI To Ensure Patients Get The Care They Need Urgently

LONDON, UNITED KINGDOM - 2019/12/10: A London ambulance parked outside the East London hospital. In London, the National Health Service's 111 helpline receives up to 41,000 urgent calls every week. With this number constantly growing, health and clinical advisors must provide advice to patients with potentially serious medical conditions accurately and quickly. However, NHS 111 London has previously struggled to deliver a consistent patient experience and meet healthcare outcomes because it lacked a way to track and prioritize patients with developing or known medical conditions. Martin Taylor, deputy CEO and cofounder of cloud contact center platform Content Guru, says: "Patients were routed to any available call handler, and this varied each time they called NHS 111 (regardless of the time between calls), leading to patients having to repeat their details, symptoms, and developments. "Further to this, the NHS were unable to track repeat callers and therefore could not monitor changes in symptoms effectively.