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MLCSU uses chatbot technology to help national tracking of COVID-19 in care homes

MLCSU’s Digital Innovation Unit is using chatbot technology to support national tracking of COVID-19 in care homes.

We worked with Arcus Global, our technology partner for chatbots, to help the care homes in areas using EMS+ to respond to the government’s new emergency guidance for submitting data.

The telephone-based chatbot is being used to remind care homes to submit their daily COVID-19 responses. These reminders will improve the flow of data from approximately 1,650 care homes to EMS+, our surge and escalation management solution. This is then used to inform national reporting on care home bed availability and COVID-19 cases and allows MLCSU clients to receive broader intelligence about pressures in their region using EMS+.

The chatbot can call many care homes within a short time. Crucially, it calls those that have not responded with the required COVID-19 information for the previous 24 hours.

Digital Innovation Unit Director, John Uttley, said : “We appreciate the considerable pressures care homes are experiencing due to the pandemic and recognise the key important service they are providing and wanted to help.

“Using the chatbot to call homes with a reminder is increasing reporting as well as reducing the effort needed by NHS staff to chase for submissions. This frees up staff for other priorities.”