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Hertfordshire Partnership University NHS Foundation Trust

Transforming Patient Engagement with AI at Hertfordshire Partnership University NHS Foundation Trust

Hertfordshire Partnership University NHS Foundation Trust (HPFT) provides access to primary care psychological therapy services in Hertfordshire and Mid Essex through a range of confidential talking therapy treatments. The services are part of the national initiative Improving Access to Psychological Therapies (IAPT).

They sought to enhance patient engagement and streamline the admissions process through the implementation of a digital assistant named Balm. Balm is an AI-powered assistant designed to triage patient requirements and ensure accurate service matching. The solution aims to offer a first line of contact for out-of-hours engagement, early warning, and routine tasks.

NHS Herts Logo

As discussions took place regarding the possible use cases for Artificial Intelligence within the trust it became apparent that an AI assistant to assist with the admissions process of patients would provide the must tangible, clear benefits for HPFT. The long-term goals of the trust in terms of their digital transformation journey aligned well with the products and capabilities that ICS.AI have to offer. As the 1st Microsoft AI Inner Circle partner and with a practising NHS consultant as part of the team, we’re in a unique position to deliver AI transformation at scale for The Trust.


  • Allow patients to self-serve through a guided experience.

  • Improve the quality of information provided by patients.

  • Prevent misdirection of referrals to the wrong service.

  • Increase efficiency and effectiveness of clinical teams by reducing errors and rescheduling.

  • Expand the service to include other offerings and make them accessible by phone.

"Our website now features a digital assistant chatbot named ‘Balm AI’. Balm is available to answer your questions & can support you to find the most appropriate self-help materials or to access additional support via help conversation hints."

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