Previously, parents could only manage appointments by phoning in during working hours

The introduction of an AI appointment system in a London borough has led to 20 per cent more children attending NHS developmental reviews and other appointments that can spot and mitigate for issues such as autism, ADHD, poor sight and hearing early on.

The appointment management platform uses an intelligent virtual assistant alongside SMS and WhatsApp messaging to allow parents to book, reschedule or cancel appointments.

Before it was introduced in Redbridge last January, only 40 per cent of eligible children were attending the reviews which are designed to make sure development is on track. They are fundamental in spotting delays early and providing appropriate support.

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Joanne Scott, a paediatric nurse who also works in waitlist management at James Paget University Hospital said missed appointments mean challenges can go unnoticed. She said these challenges included autism and ADHD. 

“They’ll go to school, they’ll not see the board and they’ll not be able to develop in the same way that other children do,” she added.

“It’s about trying to give a child the maximum opportunity in life.” 

Before the system was launched, parents could only manage appointments by phoning services during working hours.

In 2023-4, ‘did not attend’ rates for children and young people’s services reached 21 per cent overall, but fell by 25 per cent after it was introduced.

Scott said digital communication reflects how many younger parents already manage their lives, particularly using mobile calendars.

The assistant also supports over 100 languages, reducing communication barriers that may previously have prevented some families from making contact. 

In parts of the country where digital tools have not been implemented, some parents have complained of a long and frustrating process to get an appointment.

A mother of a 16-month-old  in Surrey said she had to call a single point of access number, shared across multiple services, to be redirected to a health visitor.

“I have tried reaching out to them … and honestly, it was next to impossible to get hold of anyone,” she said.

In Redbridge, the system has since been rolled out across other services including all 0–19 service teams, children’s therapies, Child and Adolescent Mental Health Services and adult therapies.

Featured image credit: Jenna O’Flynn