Case studies
Using AI-guided Clinical Coaching to improve health across North London
December 6, 2024
We are part of the rollout of an innovative AI-assisted clinical coaching programme across North East London, helping identify people at risk of needing emergency care and providing personalised coaching support to improve their health.
The challenge
Long-term conditions account for more than 70% of inpatient bed days, and more than 15 million people in England are living with at least one long-term condition. As demand on urgent and emergency care continues to grow, the NHS needs new ways to identify people at risk earlier and provide proactive support that helps prevent avoidable hospital admissions.
What we did
Working with with North East London Health and Care Partnership, Health Navigator (HN) and local NHS providers, we are leading the implementation of a three-year programme that combines AI with personalised clinical coaching. Advanced AI technology analyses routine hospital data to identify people at high risk of unplanned emergency care, who are then offered tailored telephone coaching from trained healthcare professionals.
Our role includes supporting programme delivery across North East London, working with partners to embed the approach within NHS services, coordinate implementation, ensure meaningful PPIE throughout delivery, and enable robust evaluation of programme outcomes and impact. The initiative builds on evidence from a large randomised controlled trial, which demonstrated improvements in patient outcomes and reductions in emergency care use.
Over the past year, it has scaled from three boroughs to all seven boroughs, embedding a proactive approach to supporting people with long-term conditions before they reach crisis point.
Impact
More than 6,000 people have already received personalised clinical coaching, with more than half of those contacted choosing to take part, demonstrating strong demand for proactive support when it is offered in the right way.
The programme is on track to support more than 11,000 people by March 2027, helping more people manage their health, reduce avoidable emergency care and improve their wellbeing. Alongside delivering benefits for patients, the programme will generate evidence to inform the future use of AI-enabled, preventative care across the NHS.
Over the three-year programme, it is projected to save more than 26,000 unplanned hospital bed days and reduce A&E attendances by around 13,000 each year across North East London.
“Coaching enabled me to feel much more informed and proactive. I wouldn’t hesitate to be involved with the service again—it has been so helpful at a time I felt defeated with the healthcare system.”
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