Using an AI chatbot to streamline mental health referrals
Key Takeaways
Limbic Access improves the quantity and relevance of self-referrals
Staff save time and are better prepared for assessments
Background
Mind Matters, like many NHS Talking Therapy services, were faced with heavy workloads and mounting referrals - slowing down the system for patients, and affecting staff wellbeing. The service turned to digital innovation as a solution to create a user-friendly system for patients, reduce administrative burden and boost staff capacity and wellbeing.
Methods
Mind Matters deployed Limbic Access to enhance the referral process and front-load the collection of clinically relevant information to support human-led assessments. Built with the NHS Talking Therapy clinical leads, Limbic Access is the first clinically safe and effective AI enabled clinical assessment assistant to be used at scale in NHS mental health services. In collaboration with Mind Matters, the tool has demonstrated stark results: great patient experience, released clinical time and improved accessibility.
Results
Mind Matters Surrey NHS improved both the quantity and quality of referrals. The service reports a 30% increase in referrals due to Limbic’s usability and ability to keep patients engaged, meaning the platform is supporting the Trust to deliver against NHS accessibility targets. The solution also assisted clinicians more directly. Adam Ottley-Porter, Psychological Wellbeing Practitioner at Mind Matters said: 'I complete most assessments in 30 minutes instead of 45 minutes. […] It is a richer discussion with the patient around goals and next steps, rather than feeling rushed.'
30%
Increase in referrals
15 minutes
Time saved per assessment
20%
Referrals identified & signposted as inelligble
98.72%
Patients said Limbic was helpful
Conclusions
Limbic reduces heavy administrative workload, and provides an alternative to traditional longer referral forms that are considered off-putting by patients. Using AI, the platform aligns with the conversational nature of talk therapy and engages with patients as soon as they visit the service’s website, guiding patients through the referral process.
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