NHS Expands AI Technology to Cut Missed Appointments and Reduce Waiting Times
The NHS is set to roll out cutting-edge artificial intelligence (AI) technology across ten more NHS Trusts to tackle the persistent issue of missed appointments, freeing up valuable clinical time and helping reduce long waiting lists for elective care.
Following a highly successful six-month pilot at Mid and South Essex NHS Foundation Trust, where non-attendance (DNA) rates fell by nearly a third, the innovative AI system developed by Deep Medical is being rapidly expanded. The software uses sophisticated algorithms and anonymised data to predict which patients are likely to miss appointments, considering factors such as weather, traffic, employment status, and other external insights.
This intelligent system not only identifies at-risk patients but also offers alternative appointment slots, including evenings and weekends, tailored to improve convenience. It also introduces “intelligent back-up bookings” to ensure clinical time is maximised without disruption.
During the pilot, Mid and South Essex NHS Foundation Trust prevented 377 DNAs, allowing an additional 1,910 patients to be seen, and is estimated to save around £27.5 million annually by continuing the programme. The trust supports a population of 1.2 million people.
Nationally, missed appointments remain a major drain on NHS resources. In England alone, of 124.5 million outpatient appointments last year, eight million (6.4%) were missed, costing the NHS approximately £1.2 billion annually. Specialities such as physiotherapy, cardiology, ophthalmology, and trauma and orthopaedics report the highest DNA rates.
Dr Vin Diwakar, National Director for Transformation at NHS England, said:
“The NHS has always embraced innovation to improve patient care, and using AI to reduce missed appointments is a prime example of technology helping to make the health service more efficient and effective. These initiatives free up doctors’ time, reduce waiting times for planned care, and ensure taxpayer money is invested where it matters most—frontline care.”
Additional AI pilots at University Hospitals Coventry and Warwickshire NHS Trust and Sheffield Children’s NHS Foundation Trust have also demonstrated the potential of AI to improve patient attendance by tailoring reminders, identifying high-risk groups, and offering support such as transport and flexible appointment times.
Health Minister Lord Markham commented:
“Artificial intelligence is revolutionising healthcare delivery. This technology is critical to cutting waiting lists and allowing hundreds of thousands more patients to access care annually. The government’s £3.4 billion investment in NHS technology, including AI, underlines our commitment to modernising the service and boosting productivity.”
Charlotte Williams, Chief Strategy and Improvement Officer at Mid and South Essex NHS Foundation Trust, added:
“Embracing new technologies supports better access for patients, including those with disabilities and working families. Reducing wasted appointments improves service for everyone and shows real impact on patient care.”
Deep Medical co-founder Dr Benyamin Deldar said:
“With millions waiting for outpatient care and millions of missed appointments annually, our AI-driven software helps bridge healthcare gaps by predicting missed appointments and offering timely alternatives. This not only saves money but ensures vital care reaches those who need it.”
The NHS’s AI expansion signals a major step towards smarter, more efficient healthcare delivery, reducing missed appointments, shortening waiting lists, and ultimately improving patient outcomes across England.
