One Year On: Chatbot and Everyday Mental Health App improves access to NHS Talking Therapies across Coventry, Warwickshire and Solihull
One year ago, Coventry and Warwickshire Partnership NHS Trust's (CWPT) Talking Therapies service for anxiety and depression introduced an AI-powered digital referral assistant (chatbot) and the Everyday Mental Health (EMH) app. Both continue to be used as part of the service's approach to helping people manage their mental health.
The chatbot and app have been recognised nationally over the last year for their innovative approach. The service was shortlisted for the Health Service Journal (HSJ) Digital Award in the Improving Mental Health Through Digital category. In addition, the service was featured in a documentary exploring how technology is improving healthcare that aired in October 2024.
Julie Frake-Harris, Chief Operating Officer at Coventry and Warwickshire Partnership NHS Trust, explained:
Digital tools such as the chatbot and EMH app have helped streamline the referral process, reduce delays and provide early access to information and self-help resources, improving the options available for people seeking support.
Over the last year, 30% of referrals came in via the new chatbot which makes it the second most-used referral route. This demonstrates that people want to access our services this way and we are actively exploring ways to further enhance our chatbot, such as by seeking to offer multiple languages and by applying insights from NHS research, helping patients access the most suitable support pathway as early as possible.
The service's chatbot allows individuals to provide referral information through an online conversation. This data is then automatically added to their patient record, reducing the need for repetition during clinical assessment. Following referral through the chatbot, individuals are prompted to download the EMH app that provides tailored support before a clinical assessment, including conversation-based interactions, customisable check-in times, and weekly progress reports. The app can identify indicators of immediate risk and direct individuals to appropriate resources.
Sheri Ashton, Head of Service for NHS Coventry, Warwickshire and Solihull Talking Therapies for anxiety and depression, said:
The chatbot provides another option for people to start their referral process and receive interim support via the EMH app. This approach enables individuals to supply key information at their own pace and access resources while they wait for assessment.
NHS Coventry, Warwickshire and Solihull Talking Therapies is available to anyone over the age of 16 who is registered with a GP and experiencing common mental health difficulties. The service offers free, effective and confidential psychological therapies delivered by fully trained and accredited NHS practitioners. Support is available for those struggling with depression, excessive worry, social anxiety, post-traumatic stress disorder (PTSD) or low mood linked to long-term physical conditions such as diabetes, chronic obstructive pulmonary disease (COPD), chronic pain or irritable bowel syndrome (IBS).