The NHS 10 Year Plan envisions a healthcare system that is digital-first, community-anchored, and prevention-led. Achieving this requires more than vision—it demands scalable, intelligent technology and cultural change across the patient and workforce landscape. Teneo.ai can support this transformation by delivering advanced conversational AI solutions tailored to each pillar of the plan.
In the meantime, the vision is to be delivered through three main themes:
- Analogue to Digital
- Hospital to Community
- Sickness to Prevention (Reactive to Proactive)
Across all chapters in the NHS 10 year plan these are common themes and the below summarises how Teneo.ai could potentially support the plan delivery
1. From Analogue to Digital: Empowering Patients Through Conversation
Plan Focus: Building on the existing infrastructure, the NHS intends to transform its NHS App into a “doctor in your pocket”, to automate bureaucracy and enable patient control over data and interactions. While this benefits digitally confident users, many patients still face barriers. Furthermore, the NHS will still require solutions with accurate voice and conversation AI capabilities to fully understand patients and help them get the care they need.
Teneo.ai can support this shift through:
- Conversational AI interface: Enhance the NHS App with a human-like, multilingual digital assistant capable of accurately understand natural language across channels (app, web, phone, SMS).
- Personalised guidance: Offer AI powered intelligent triage, appointment scheduling, prescription refills, and care plan navigation via natural conversation.
- 24/7 patient access: Extend services to underserved populations with an intelligent digital assistant, removing barriers tied to hours, location, or accessibility.
2. From Hospital to Community: Enabling Localised, Digital-first Care
Plan Focus: Create a “neighbourhood health service” and move care out of hospitals into homes and communities, coordinated digitally.
Teneo.ai can support this shift through:
- Virtual care coordination: Act as a digital case manager for patients with complex or chronic needs, helping them access local services, care plans, and self-management tools.
- Home-based monitoring integration: Integrate with wearables and health platforms, providing real-time conversational alerts or support based on patient data (e.g., for COPD, diabetes).
- Multilingual digital navigation: Help people of all backgrounds engage with services more effectively in their native languages, supporting health equity goals. Teneo.ai supports +86 languages natively and the rest through automatic translation.
- Scalability – we have the capacity to deliver at great scale whilst maintaining call integrity and no degradation in service.
3. From Sickness to Prevention: Driving Engagement and Healthy Behaviours
Plan Focus: Empower individuals to make healthy choices and participate in preventative care via technology and nudges.
Teneo.ai can support this shift through:
- Proactive nudges: Provide personalised reminders and behavioural nudges via conversation through the NHS app to increase participation in screenings, vaccinations, medication adherence, etc.
- Digital health rewards assistant: Support implementation of new health reward schemes by managing communications and progress tracking.
- Lifestyle coaching: Deliver interactive health coaching using AI-powered conversational agents tailored to the user’s goals and risk profile.
4. Empowering the NHS Workforce with AI Automation
Plan Focus: Use AI to free up staff time and help them practice at the top of their capabilities.
Teneo.ai can support this shift through:
- AI scribes & automation: Reduce documentation burden by integrating with EHRs and using RAG to transcribe, summarise, and route patient interaction data using voice or text input.
- Virtual HR assistant: Support staff with onboarding, training, rota queries, CPD tracking, and personalised development plans.
- On-call clinical support: Deploy internal-facing AI agents to provide instant answers to clinical protocols, operational procedures, or system guidance.
5. Enhancing Transparency and Patient Choice with Smart Interfaces
Plan Focus: Use data and feedback to empower patient choice and quality improvement.
Teneo.ai can support this shift through:
- Digital feedback assistant: Gather and summarise patient-reported outcome measures (PROMs) through real-time and engage in user-friendly conversations post-care.
- Choice navigation: Help patients explore providers and services based on quality data via intelligent, conversational comparisons on the NHS App.
6. Enabling Scalable Innovation Across the NHS Ecosystem
Plan Focus: Harness AI, data, and automation as core tools for NHS reform and growth.
Teneo.ai can support this shift through:
- Scalable conversational layer: Teneo’s low-code, enterprise-grade platform allows fast deployment across diverse NHS systems, integrated with backend data and services.
- Enterprise orchestration: Enable intelligent, omni-channel experiences across web, mobile, and phone that coordinate with EHRs, diagnostics, and external APIs. Teneo.ai is compliant with the NHS digital standards and our agnostic platform can connect with any system such as NHS Spine or EHR systems like Cerner or EPIC.
Real Customers. Real Results.
Teneo.ai played a pivotal role in transforming the customer experience for a global leader in healthcare technology, renowned for treating over 70 health conditions with cutting-edge medical devices like pacemakers, surgical tools, and patient monitoring systems.
Faced with rising costs, long wait times, misrouted calls, and high abandonment rates, the company’s Cardiovascular Patient Technical Services Group partnered with Teneo.ai to implement an intelligent Conversational IVR solution. This modern voice system replaced an outdated keypad-based IVR across 63 call centres, reducing the average call cost, shortening wait times by 37%, cutting misrouting by 55%, and improving customer satisfaction scores. The rollout, integrated with Five9, also enabled SMS alerts, call-back functionality, and automated patient instructions via voice and text, tailored to device-specific alerts.
Building on a successful pilot, the Teneo solution scaled to handle over 1 million calls within a year, shifting 90,000 interactions to self-service and saving over 36,000 agent hours. The innovation continues with plans to include advanced voice/text troubleshooting and the introduction of a custom Large Language Model (LLM) to analyse patient transcripts and trends.
This collaboration highlights Teneo.ai’s deep understanding of healthcare customer service needs and its ability to deliver tangible outcomes through conversational AI, optimizing call centre operations while enhancing care for patients and clinicians alike.
Summary: Teneo.ai as a Partner for National Health Transformation and the NHS 10 Year Plan
In short, Teneo.ai offers more than a platform—it offers a strategic pathway to deliver the NHS 10 year plan at scale by:
- Making services accessible anytime, anywhere, through human-like interaction.
- Relieving pressure on staff through intelligent automation.
- Increasing patient empowerment, compliance, and satisfaction.
- Enabling faster implementation of digital-first, community-centred, and preventative models.
Whether through enhancing digital front doors or enabling operational agility, Teneo.ai stands ready to co-create the future of healthcare with the NHS. Let us build it together!
