Talk 2 - The Intelligent Patient Portal in the context of the ICS– by Kerry Morgan, Customer Success Director, e18 Innovation

In the second talk, Kerry Morgan, Customer Success Director at e18 Innovation, took the stage to discuss the potential of the Intelligent Patient Portal within the realm of an Integrated Care System (ICS).

Kerry began by introducing e18 Innovation and its recent partnership with EBO, emphasizing both company's shared values and dedication to harnessing technology for better patient outcomes and experiences. 

“The intelligent patient portal is a key digital transformation tool that we can offer to the NHS” 

The ICS Automation Maturity Journey

Kerry delved

into the automation maturity journey that the ICS follow, stating that most ICS are currently in the early stages of automation, primarily using technology to improve efficiency at the individual organisation level. The transition to more advanced stages, where technology is used to transform system-wide processes and patient pathways, is the ultimate goal. Kerry moves on to say that EBO's Intelligent Patient Portal is seen as a valuable addition to complement other automation technologies and drive the ICS towards more advanced stages. 

Challenges Faced by the ICS

Several challenges confront the ICS, Kerry continues. These include conflicting priorities within the NHS. Short-term goals like recovery, funding, and reducing waiting times often compete with the long-term objective of providing seamless, patient-centric care. Additionally, various organizations within the ICS rely on different systems that do not communicate with each other. This results in patients having to repeat their information to various healthcare workers, leading to a poor patient experience. However, technology like the Intelligent Patient Portal can help address these issues. Thanks to the EBO's interoperability and context awareness, the IPP can keep track of patient's data and personalise conversations. Patients can hop from one pathway to another without needing to start all over again or give any context - just like speaking to a human! 

The Benefits of the Intelligent Patient Portal

Kerry highlighted the numerous benefits of the Intelligent Patient Portal, including its 24/7 availability. Patients no longer need to wait for office hours to access information. This accessibility enhances communication between patients and healthcare providers.

The portal's ability to continuously learn and adapt improves patient interactions and empowers patients to take an active role in their care. It reduces the risk of human errors and enhances data management across the ICS. Moreover, it helps ease the workload for staff, allowing them to focus on patient care.

Data security is a paramount concern, and the Intelligent Patient Portal ensures secure and encrypted data handling, facilitating easy auditing.

A Transformational Technology

In summary, the Intelligent Patient Portal, when used alongside other automation technologies, can help ICSs operate more efficiently, enhance patient experiences, reduce costs, and deliver personalized, patient-centered care. It aligns with both short-term and long-term NHS goals, ultimately transforming the healthcare landscape.

To find out more about how your healthcare organisation can benefit from EBO's Intelligent Patient Portal, contact us today.