Patient access that ends with the patient sorted
Four connected UK healthcare workloads on the Amazon Connect Customer platform: inbound PAS appointment rebooking, proactive outbound DNA waiting-list backfill, repeat prescriptions, and an NHS 24-grade clinical warm handoff whenever a caller mentions a symptom.
Use Case 1 · Inbound PAS Access: Watch a routine GP surgery call where the AI assistant verifies date of birth, checks live slot availability, moves Monday’s appointment to Wednesday at 2:40pm in the PAS, and sends an SMS confirmation.
Delivered the Amazon Connect Customer platform for NHS 24 on AWS’s behalf under our AWS Professional Services MSA, part of 60+ engagements for 26 customers.
Online Doctor Service. Manual identity checking replaced with automated verification against the patient record before the agent answers.
Our customer Neovance is featured on the front page of AWS’s official Amazon Connect Customer for Healthcare & Life Sciences page (25% operating cost cut, then 20% in year one; Amazon Nova Sonic live in production).
// Four UK healthcare & NHS workloads on one foundation
More than appointment rebooking: four patient journeys that share one clinical boundary
In NHS Trusts, ICBs, and primary care federations, inbound appointment changes, unfilled DNA slots, repeat prescriptions, and urgent clinical triage are four sides of the same access problem. Select any workload below to inspect the call flow, PAS/EPR integration, and clinical safety boundary.
Inbound outpatient & GP appointment rebooking
Eight o’clock telephone queues build up because patients calling to move next Monday’s routine outpatient or nurse slot wait in the same line as patients who need urgent clinical help.
Amazon Connect Customer answers on the first ring, states clearly that the caller is speaking with the AI assistant, and verifies date of birth against demographic records.
Amazon Bedrock queries live slot availability in the Patient Administration System (PAS) or GP booking system.
For routine administrative moves, the agent writes the new appointment slot back via API and sends an SMS confirmation receipt while the caller is still on the line.
Read-and-write PAS / EPR booking API integration (unlocking 30 to 40% mature automated resolution of suitable contacts, up from 10 to 20% with read-only lookups).
If the caller asks to move an appointment because they have started feeling dizzy or unwell, the clinical guardrail blocks the calendar write immediately and warm-transfers to a triage nurse.
£0.15 per 5-minute resolved booking call in our UK model (£0.030/min Unlimited AI, including £0.014/min base voice) vs £1.20 per resolution on published UK CCaaS pricing.
Check the patient access model against your own call volumes
Sources & assumptions: AWS published Amazon Connect pricing converted to GBP (£0.014/min base voice + Unlimited AI = £0.030/min at aws.amazon.com/connect/pricing) vs published UK CCaaS per-resolution AI list rate (£1.20/resolution at zendesk.co.uk/pricing).
Billed per minute used inside your AWS London account under a 99.99% monthly uptime SLA.
Published UK per-resolution AI fee across 150,000 resolved calls before base agent seat licences.
Across 150,000 automated resolutions per year in our illustrative model.
Locked into Avaya, Cisco, Five9, or NICE? Start with an AWS-funded Apollo Demand Discovery
Most NHS Trusts and UK healthcare providers know how many calls they receive, but very few have empirical data on how much of that volume is avoidable chasing, missed outpatient slot fallout, or routine repeat prescription admin.
Before changing a single telephone line on your incumbent platform, we take a sample of 2,500 to 5,000 existing call recordings inside a secure AWS London (eu-west-2) account and classify every call three ways: why the patient called, whether the contact was avoidable, and which journeys belong on an Amazon Connect Customer front door alongside your existing estate. Where eligible, AWS POC funding covers the discovery.
Quantifies booking moves, DNA drivers, repeat prescriptions, and clinical triage triggers from your current NICE, Five9, Avaya, or Cisco recordings.
Deploys PAS booking write-back, proactive outbound DNA backfill, and clinical warm whisper at £0.030/min Unlimited AI while keeping your current agent phones.
Retires legacy per-seat and per-resolution contracts once the front door has already proven containment and clinical safety in production.
// 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 (eu-west-2). 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.
// 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 30 to 40% of suitable administrative contacts and hands every clinical call over cleanly.
Bring us one patient journey or a sample of call recordings
An hour with the people who run your booking, DNA, prescription, or clinical hub lines. We will tell you what we would build, what it would cost in GBP on AWS London, and where we would tell you not to bother.