Patient access that ends with the patient sorted
AI agents on Amazon Connect that verify the patient, pull the record, act in your patient administration system, and hand to a clinician when a clinician is what the patient needs.
NHS 24. Manual identity checking replaced with automated verification against the record.
NHS 24. Full patient context reaches the agent before they answer.
Neovance. Zero severity-one incidents across a clinical research contact operation.
// Clinical and governance review
The four questions clinical and IG teams ask
Who can the agent see, and what can it change?
Scoped permissions per journey. An agent that books appointments cannot read clinical notes. Every retrieval and every write is logged against the interaction.
What about patients who should not be handled by an AI?
The service is designed around where it must stop. Safeguarding indicators, clinical risk, distress and complexity route to a person immediately with the full context attached. An agent that hands over correctly is doing its job, not failing at it.
Where is the data?
Your AWS account, London region. Clinical data does not leave your perimeter for processing.
Does it fit the record system we already run?
That is the work. Patient administration and electronic patient record integration is the hard, unglamorous part and it is the reason a deployment succeeds or becomes a very expensive phone menu.
// Patient journeys
What we build for patient access
PAS and EPR integration is the job
A voice agent that cannot write back to your patient administration system can take a booking request. It cannot book. The difference between those two things is the entire value of patient access automation, and it is the part most deployments get wrong.
We integrate into the systems that hold the patient record, including the ones with no connector and no vendor appetite to build one. An agent that books an appointment writes it into the PAS. An agent that handles a repeat prescription query reads the actual record. This is the hard, unglamorous work and it is what we are for.
Appointments. Booking, rescheduling, cancellations and reminders, written back into the patient administration system rather than into a separate list somebody reconciles later.
Prescriptions and repeats. The highest-volume, lowest-complexity contact in most services, and the easiest to resolve properly.
Clinical routing by urgency and query type, to the right team first time.
Waiting list and DNA contact. Proactive outbound to patients who have not responded, which is usually where the return on patient access actually sits.
Identity verification against the demographics you already hold.
Interpreting and accessibility designed in, not scheduled for phase two.
// Safety and oversight
Governance
Every interaction produces a record: what was asked, what was retrieved, what changed, and where a human took over. That record is the same artefact whether you need it for a clinical audit, an information governance review, a complaint, or an EU AI Act Article 50 transparency obligation. It is not a reporting add-on. It is how the thing is built.
We do not measure success on containment. A service that deflects 80% of patients and resolves 30% of them is a worse service than one that resolves 60% and hands the rest over cleanly.
// Methodology
How an engagement runs
One real journey, traced end to end with the people who actually run it. We come back with what it costs you now and where the resolution breaks.
Build that journey properly, in your account, against your systems, with the governance in place from day one. Not a sandbox demo.
Production support, iteration, and the next journey.
Bring us one patient journey
An hour, the journey that costs you the most, and the people who run it. We will tell you what we would build, what it would cost, and where we would tell you not to bother.
Book a 30-minute session