NHS Trust Deploys Copilot Studio Clinical Support Agent Across 3,200 Clinical Staff

The NHS Trust's 3,200 clinical and operational staff were generating 2,800 monthly helpdesk and knowledge queries across a fragmented landscape of clinical guidelines, IT procedures, HR policies, and operational protocols. Nurses and clinicians were spending 25 minutes per shift searching for the right policy document or IT procedure. The Trust's helpdesk was understaffed relative to demand, with average ticket resolution times of 3.2 days.

We deployed a Copilot Studio agent within Microsoft Teams, grounded in the Trust's entire policy, guideline, and procedure library (22,000 documents across SharePoint and the Trust intranet). The agent provides clinical guideline lookups, infection control procedure guidance, IT troubleshooting, HR policy answers, and mandatory training reminders. Built with NHS Digital data governance requirements, no patient data enters the AI system. All responses cite source documents for clinical governance auditability.