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Artificial Intelligence (AI) has the potential to revolutionise healthcare by improving patient engagement, streamlining administrative workflows, and alleviating both the patient experience and reducing the burden on healthcare staff. However, designing an AI system that addresses both patient education and administrative support while navigating real-world constraints faced by the National Health Service (NHS) requires a careful balance of innovation, practicality, and human-centred design. This case study examines the design and deployment of OcciAI, a conversational AI agent (Chatbot) at Chelsea and Westminster Hospital NHS Foundation Trust in London (England) that integrates personalised patient education with administrative assistance through patient questionnaires into a single, user-friendly system. The study illustrates opportunities for stronger collaboration between academia and the Healthcare industry, emphasising the benefits of bridging research and practice in Interaction Design to enhance UX (User Experience) and accessibility.

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Case Report: Designing an AI Agent to Enhance Patient Education and Administrative Support Within an NHS Hospital Healthcare Setting

  • 会议论文

  • 发表日期：

    2026年

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  • Richard M. H. Lee,
  • Aglaia Gantzopoulou,
  • Jose Abdelnour-Nocera,
  • Thomas Bainton,
  • Oliver Chan,
  • Olivia Li,
  • David O.’ Kelly Loesberg,
  • Alicja Sidorowicz,
  • Miles Parnell

摘要

Artificial Intelligence (AI) has the potential to revolutionise healthcare by improving patient engagement, streamlining administrative workflows, and alleviating both the patient experience and reducing the burden on healthcare staff. However, designing an AI system that addresses both patient education and administrative support while navigating real-world constraints faced by the National Health Service (NHS) requires a careful balance of innovation, practicality, and human-centred design. This case study examines the design and deployment of OcciAI, a conversational AI agent (Chatbot) at Chelsea and Westminster Hospital NHS Foundation Trust in London (England) that integrates personalised patient education with administrative assistance through patient questionnaires into a single, user-friendly system. The study illustrates opportunities for stronger collaboration between academia and the Healthcare industry, emphasising the benefits of bridging research and practice in Interaction Design to enhance UX (User Experience) and accessibility.