Patient Experience Intelligence
Healthcare is under unprecedented pressure to digitise. Patient expectations are rising, clinician burnout is worsening, and shadow AI is already in your wards. This accelerator delivers a working platform in 10 weeks — connecting fragmented data, reducing administrative burden, and transforming how patients interact with your organisation.
The Problem
Patient data is fragmented across dozens of systems — EPRs, departmental systems, referral platforms, imaging archives, and paper records that still haven’t been digitised. Clinicians spend more time searching for information than using it.
Clinician burnout is at crisis levels. Administrative burden accounts for a significant portion of a clinician’s day. Documentation, referral chasing, appointment management, and compliance reporting consume hours that should be spent with patients.
Meanwhile, shadow AI is already inside your organisation. Clinicians and admin staff are using ChatGPT and other public AI tools to draft letters, summarise notes, and answer questions — with no governance, no audit trail, and no data protection controls.
The NHS is pushing towards a Single Patient Record, an expanded NHS App, and AI-enabled services at scale. Private providers who can’t match or exceed this experience will lose patients to those who can. The window to act is now.
Fragmented vs. Intelligent Patient Experience
| Capability | Fragmented (Today) | Intelligent Platform |
|---|---|---|
| Patient data access | Multiple logins, multiple systems | Unified view across all sources |
| Clinical documentation | Manual, time-consuming, duplicated | AI-assisted, ambient, structured |
| Appointment management | Phone-based, letters, manual chasing | Automated, self-serve, intelligent scheduling |
| Patient communication | Reactive, channel-inconsistent | Proactive, personalised, omnichannel |
| Referral management | Fax, email, lost paperwork | Digital, tracked, automated routing |
| Staff admin burden | 40%+ of clinician time | Significantly reduced through AI automation |
| Patient self-service | Limited portal, poor adoption | Intuitive digital front door, high engagement |
| Data governance | Shadow AI, no audit trail | Secure, governed, compliant platform |
What We Build
Connected Patient Data Layer
- Map and connect your existing clinical and operational systems through a secure integration layer
- Build a unified patient view that clinicians can access without switching between applications
- Implement data quality rules, de-duplication, and enrichment to make existing data more useful
- Design for interoperability standards (HL7 FHIR, SNOMED CT) aligned with NHS direction of travel
AI-Powered Clinical & Administrative Automation
- Deploy AI-assisted documentation — ambient scribing for consultations, automated letter drafting
- Automate referral processing, appointment reminders, and follow-up communications
- Implement intelligent triage and routing so patient queries reach the right person first time
- Replace shadow AI with a secure, governed platform that staff actually want to use
Patient Experience & Engagement
- Design a digital front door — online booking, self-service check-in, real-time updates
- Enable proactive patient communication — pre-appointment instructions, post-visit summaries
- Implement patient feedback loops that capture experience data and surface actionable insights
- Build multilingual, accessible communication that meets diverse patient needs
Before & After
| Metric | Before | After | Improvement |
|---|---|---|---|
| Clinician admin time | 40%+ of working day | Significantly reduced | Hours returned to patient care |
| Patient data access | Multiple systems, minutes per lookup | Unified view, seconds | 80%+ time reduction |
| Appointment DNA rate | 8–12% typical | 4–6% with intelligent reminders | 40–50% reduction |
| Patient communication | Days (letters) to hours (phone) | Minutes (automated, digital) | Same-day for routine queries |
| Referral processing | Days to weeks | Hours to days | 70%+ faster |
| Shadow AI usage | Uncontrolled, ungoverned | Replaced with secure platform | Risk eliminated |
| Patient satisfaction | Variable, reactive measurement | Continuous, real-time, actionable | Measurable uplift |
10-Week Implementation
Three phases. Ten weeks. One working platform.
Discovery & Architecture
- Week 1: Patient journey mapping — audit every system, data flow, communication channel, and pain point
- Week 2: Data readiness assessment — evaluate EPR integration options, interoperability gaps, and compliance requirements (DCB standards, NHS Digital)
- Week 3: Architecture design — integration layer blueprint, AI model selection, security framework, governance model
MVP Build
- Week 4: Connected data layer — integrations to priority clinical and operational systems, unified patient view
- Week 5: Clinical AI automation — AI documentation assistance for a pilot clinical team
- Week 6: Patient communication engine — automated appointment management and self-service for a priority pathway
- Week 7: Intelligent workflows — referral automation, triage routing, and clinical decision support
- Week 8: Security, governance, and compliance — role-based access, audit trails, shadow AI replacement
Launch & Transfer
- Week 9: Pilot deployment with a defined clinical team or pathway, gather clinician and patient feedback
- Week 10: Evaluation, scaling roadmap, and knowledge transfer — plan rollout to additional departments
Adoption: Healthcare’s Hardest Problem
Technology adoption in healthcare fails more often than it succeeds — not because the technology doesn’t work, but because it doesn’t fit into clinical workflows. Every feature must reduce burden, not add to it.
- Clinical champion programme — identify and support early adopters who demonstrate value to peers
- Workflow-first design — every feature designed around how clinicians actually work, not how we think they should
- Visible quick wins — prioritise automations that give time back to staff in the first weeks
- Training embedded in practice — learn-by-doing within real clinical workflows, not classroom sessions
- Governance that enables — clear AI usage policies that give staff confidence rather than creating barriers
Who This Is For
- Private hospitals and clinic groups looking to differentiate on patient experience and operational efficiency
- Healthcare organisations with 200+ staff where fragmented systems and admin burden are measurable problems
- Providers seeing shadow AI usage who need a secure, governed alternative before a data incident
- Organisations preparing for NHS interoperability requirements — Single Patient Record, FHIR standards, NHS App
- Healthcare leaders who recognise digital patient experience is becoming a competitive differentiator
What Makes Our Approach Different
- We start with the patient and clinician experience, not the technology stack
- We prove value in 10 weeks with a working platform on a real clinical pathway, not a sandbox
- We design for clinical adoption — every feature must reduce burden, not add to it
- We understand healthcare governance — data protection, clinical safety, and regulatory compliance from day one
- We keep experiments cheap — validate the approach on one pathway before organisation-wide rollout
- We transfer knowledge — your team owns and extends the platform, not us
Ready to Get Started?
A 30-minute discovery call is all it takes to work out whether this accelerator is the right fit for your organisation.