NHS – Health Education England: Chatbot Platform

NHS Health Education England (HEE) supports the delivery of healthcare improvement to the patients and public of England by ensuring that the workforce of today and tomorrow has the right numbers, skills, values and behaviours, at the right time and in the right place. Supporting over 160,000 healthcare workers, HEE’s work covers more than 100 programmes from planning and commissioning, to recruiting and developing healthcare staff in a range of healthcare and community settings.

HEE has experienced an increase in enquiries and needed a solution that would provide easily accessible, accurate responses to a host of common questions, while helping to free up its staff to deal with more unusual or complex concerns.

Filament CX worked with HEE to create and manage four digital assistants each built and managed with our chatbot management platform EBM and accessible via chat consoles deployed to the organisation’s websites:

  • Self-Assessment Portal – Portia provides 24/7 support for prospective applicants and existing traininees using HEE’s Self-Assessment Portal. Portia will be integrated with the portal website and answer questions on how to use the portal.
  • Medical Specialty Recruitment – Spectra provides 24/7 support for prospective applicants and existing trainees undertaking  Medical Specialty Training. Spectra is integrated into the HEE’s website and provides guidance on the application process and information about the curriculum. 
  • NHS UK Foundation Programme – Dr Bot provides 24/7 support for prospective applicants and existing trainees undertaking the UK Foundation Programme, a training program all medical graduates looking to work in the UK have to complete. Dr Bot is integrated into the Foundation Programme webpage and provides application guidance and links to online resources on this website.
  • COVID-19 support – Charlie provided 24/7 support regarding the impact that the pandemic had on NHS’s recruitment and training for doctors, dentists, nurses and many more roles in 2020. Charlie was integrated into the COVID-19 guidance pages on the HEE website so users can easily access the bot wherever they are browsing.

We’re continuing to work with the NHS HEE on implementing new digital assistants to help different functions across the organisation.

“As a sector that has been hugely impacted by COVID-19 and the ever changing uncertainties and changes that it has brought. Our chatbots have been invaluable in helping to deal with a very large volume of enquiries that would have gone straight to our inbox. Having a chatbot has really helped to relieve pressure on our very small team.

The product itself is very easy to use which has really helped us to provide the most up-to-date information very promptly; additionally the analytics have provided very insightful information. The EBM team are so approachable and have been extremely helpful in getting our chatbot set up and all other support required.”

Gemma Palopoli

Project Coordinator | NHS Health Education England

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