NHS case study

A case study published by Ufonia in January 2026 reports the cumulative impact of Dora on the cataract pathway at Frimley Health NHS Foundation Trust — a deployment that has been live since December 2022 and has been continuously informed by the Newcastle team’s research deliverables. The case study reports 3,173 completed patient pathways managed through 14,594 scheduled calls (an 80% completion rate), with 9,047 patients rating the service four or five out of five for satisfaction. Twenty-eight per cent of post-operative patients (857 in total) were correctly triaged for in-person clinical review.

The case study quantifies, at trust level and with named clinical leadership, the clinical-workforce gains that follow from a CA-informed voice user interface in routine use. Manju Chandran, Consultant Ophthalmologist at Frimley Health, reports that Dora has allowed the trust to reduce nurse-led telephone follow-up clinics from ten sessions a week to one or two, and to redeploy senior nurses to glaucoma and macular clinics where their expertise is most needed. The deployment has released over 1,150 hours of clinical time and has made early identification of patient cancellations possible, allowing theatre lists to be back-filled.

Source: Ufonia, Automating the Cataract Pathway at Frimley Health NHS Foundation Trust.