Industry
Healthcare
Challenge
Staff shortages resulted in frequent delays for patients, adversely impacting their overall experience.
Results
By utilizing the iHealthAssist AI Avatar Concierge, they provide 24/7 navigation support in five languages without needing additional staff or volunteers.
AI Avatar Concierge
AI Avatar Concierge
"We are delighted to be able to provide this fantastic technology to improve the experience for our patients and visitors."
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Brief History
PAH is located in Harlow, Essex, United Kingdom, and was founded in 1965. The organization employs 3,700 staff members who serve a diverse population of 350,000 residents. PAH consistently achieves high patient satisfaction ratings and is recognized for its clinical excellence in various medical specialties, including maternity care, cancer treatments, and emergency services.re, cancer treatments, and emergency services.Situation
Princess Alexandra Hospital (PAH), a key hospital within an NHS Trust in the UK, was experiencing growing pressure on both staff and services. Patients often found it difficult to navigate the campus independently, and the hospital’s increasingly diverse patient population required consistent multilingual support—further stretching already limited frontline resources. Together, these challenges underscored the need for an innovative, scalable solution to:
- ENHANCE THE PATIENT EXPERIENCE
- OPTIMISE RESOURCE UTILISATION
- IMPROVE OPERATIONAL EFFICIENCY
- REDUCE THE BURDEN ON STAFF & VOLUNTEERS
Challeges
High demand on frontline teams led to frequent delays, further straining staff and diminishing the overall patient experience. Limited multilingual support created communication gaps that left many patients feeling confused or unsupported, while simultaneously increasing the burden on clinical and non-clinical teams. Over time, these challenges compounded into significant operational inefficiencies with both financial and organisational impact on the hospital.
Meet Alex, Princess Alexandra Hospital's custom avatar that speaks five languages, including British Sign Language
Resolution
By deploying the iHealthAssist AI Avatar Concierge, PAH introduced “Alex," a custom
digital assistant that provides round-the-clock wayfinding and information in five languages, including British Sign Language.
This solution substantially reduced patient wait times, closed critical communication gaps, and enhanced the overall experience—without adding pressure on existing staff or volunteers. Even outside normal operating hours, the AI avatar continued to handle patient questions and directions when no team members were available.
