How Intelligent Automation and AI Agents Are Transforming Healthcare
Over the past decade, healthcare organisations like the NHS have increasingly adopted intelligent automation to drive innovation and improve operational efficiency, without compromising patient care. From streamlining administrative tasks to enhancing patient engagement, these technologies are reshaping how healthcare is delivered.
From Robotic Process Automation to Intelligent Automation
My first exposure to this transformation was through NHS Trusts using Robotic Process Automation (RPA) to eliminate the need for dual keying across multiple systems during referral management. For example, transferring referrals from the NHS e-Referral Service (eRS) to Electronic Patient Records (EPR) or Patient Administration Systems (PAS) was once a manual, time-consuming process. By automating this workflow, Trusts were able to reduce waiting times and accelerate diagnoses, particularly in critical areas like cancer identification.
Enhancing Patient Experience with AI Agents
Building on the success of RPA, some NHS Trusts are now exploring the use of AI agents to further enhance patient experience. One mental health Trust deployed an AI-powered assistant to help patients self-serve practical information, such as contact details and parking guidance across various sites. Importantly, the Trust implemented safeguards to ensure that if a patient was in distress, the AI agent could escalate appropriately and provide meaningful support in their time of need.
AI-Powered Therapy and Support
Beyond administrative assistance, AI agents are also being used to deliver therapeutic support. Several healthcare organisations have introduced applications underpinned by AI to offer cognitive behavioural therapy (CBT), a role traditionally fulfilled by human therapists. These tools provide patients with accessible, on-demand mental health support, helping to bridge gaps in service availability and reduce pressure on clinical staff.
Looking Ahead
As intelligent automation continues to evolve, its potential to support clinicians, empower patients, and improve outcomes is becoming increasingly clear. The healthcare sector must continue to embrace these technologies thoughtfully, ensuring ethical deployment and maintaining patient trust at every step.
