BPAS secures funding to explore AI chatbots to improve at-home abortion services

The British Pregnancy Advisory Service (BPAS) has received funding to launch a project aimed at improving the experience of at-home medical abortion through the integration of AI chatbots. This new initiative comes as a response to debate about evidence that better support is needed for women who manage their abortions at home following telemedicine consultations, a trend that has surged since the COVID-19 pandemic.

BPAS, the largest independent abortion provider in the UK, provides at home medical abortion to approximately 90,000 women each year. About half receive the medications in the mail after a tele-consultation. This model has expanded access to abortion services but we do not have the data to understand how patients would prefer to be supported during this process – an issue raised in a recent paper authored by Open University researchers.

To address this issue, BPAS has partnered with researchers from The Open University (OU) to explore the feasibility of integrating an AI chatbot into their service. Chatbots aim to provide real-time answers to common questions, which could alleviate pressure on clinical staff and ensure patients receive timely support. Use of a chatbot will be explored through collaborative research that will focus on understanding both patient and staff needs, as well as the technical requirements necessary to integrate the chatbot into BPAS’s existing care pathway.

Research goals and approach

The primary goal of the project is to investigate how service delivery and patient care during at-home abortions may be improved by leveraging AI technology. The research will focus on three main objectives:

1. Patient acceptance

BPAS and OU researchers will work together to assess how patients feel about the introduction of an AI chatbot. A survey and a series of semi-structured interviews with BPAS patients will be conducted to gather feedback and insights.

2. Impact on staff and services

The project will also explore how the integration of the chatbot might affect BPAS staff, including healthcare providers and administrative personnel. Through interviews, the team will evaluate the potential organisational challenges and benefits, such as the impact on staff capacity and workflow.

3. User journey mapping

The researchers will conduct a detailed user-mapping exercise to identify key points in the patient journey where the chatbot can provide the most value. This exercise will guide any future development of the chatbot, ensuring it meets the needs of both patients and staff.

Future implications

The project, which is scheduled to run for one year, has the potential to transform how at-home medical abortions are supported in the UK. If successful, an AI chatbot could reduce reliance on emergency services, improve patient satisfaction, and ease the workload on BPAS’s aftercare support teams. BPAS also plans to share the findings with other UK abortion providers, potentially leading to sector-wide improvements in abortion care.