A new collaboration is set to transform healthcare accessibility with the launch of a multilingual AI clinical assistant which will break down language barriers in healthcare, empowering patients to receive care in their preferred language.
The initiative - A Multilingual, Telephone-Based AI Conversational Agent for Cataract Surgery Follow-Up, is led by UK artificial intelligence company Ufonia in partnership with Moorfields Eye Hospital, London, the Centre for Assuring Autonomy (CfAA) at the University of York, and Health Innovation Oxford and Thames Valley.
At the heart of this project is the first ever clinical trial of the multilingual capabilities of an automated AI conversational system designed to conduct follow-up visits with patients over the phone in a safe and empathetic way.
Ufonia’s English language-based product, Dora, has already transformed cataract surgery care in the UK and has safely and effectively conducted over 60,000 NHS appointments.
This new project aims to extend its reach to patients who speak one of ten other common non-English languages including Polish, Bengali and Spanish.
Bridging the Gap for Over a Million Patients
Language barriers affect more than a million people in the UK, which can lead to reduced access to care and poorer health outcomes. This trial will make it easier for Moorfields to reach a broader range of patients.
“Having AI-initiated contact will better serve our patients who come from many different ethnic backgrounds whilst minimising digital exclusion”, said Badrul Hussain consultant ophthalmologist and trial co-Primary Investigator at Moorfields Eye Hospital.
“In 2024, 9% of NHS e-referral service letters were in a language other than English, so there is a lot of need for cost-effective translation” added Alex Day, consultant ophthalmologist and trial co-Primary Investigator at Moorfields Eye Hospital.
This clinical trial involves 800 cataract surgery patients at NHS Moorfields Eye Hospital, which serves a highly diverse patient population. Each patient will receive a call from Dora in their preferred language before attending their standard in-person follow-up appointment.
Patient engagement work led by the Oxford Health Innovation Network will ensure that patients play an active role in shaping the technology.
“Using language that is easy to understand is essential in healthcare. Through working with people whose first language is not English, we hope to capture cultural nuances to facilitate Dora to undertake a culturally appropriate conversation,” said Sian Rees Director, Community Involvement and Workforce Innovation at Health Innovation Oxford and Thames Valley, and Public and Patient Involvement lead for the trial.
Looking Ahead: A Multilingual Future for AI Healthcare
The Centre for Assuring Autonomy (CfAA), under the leadership of Research Director Professor Ibrahim Habli, will support the development of a robust safety framework to ensure the responsible deployment of the technology.
“Safety is fundamental for deploying impactful and trustworthy AI technology that addresses urgent healthcare needs. We're excited to collaborate with such an outstanding multidisciplinary team and take a human-centric approach to assuring safety from the outset and throughout,” said Professor Habli.
Insights from this trial will pave the way for Dora to gain regulatory approval for multilingual operations and expand its language capabilities further. By demonstrating AI’s potential to reduce healthcare inequalities, Ufonia hopes to set a new standard for accessible, scalable, and patient-centred care.
“By combining cutting-edge AI with patient-centred innovation, we aim to create a system that truly works for everyone, regardless of the language they speak,” said the trial co-Chief Investigators Aisling Higham and Ernest Lim.
17 July 2025
Further information
This initiative is made possible through funding from NIHR.
For more information about the trial or Ufonia’s mission to revolutionise healthcare, please contact:
About The Centre for Assuring Autonomy
The Centre for Assuring Autonomy (CfAA) is a £10m partnership between Lloyd’s Register Foundation and the University of York. The CfAA is an independent research and innovation centre which builds on the work of the Assuring Autonomy International Programme. The CfAA is the only such centre wholly dedicated to the safety assurance of AI, autonomous systems, and robotics anywhere in the world, working across all sectors and with partner organisations across the globe. Based in the University of York, UK, the CfAA is influential in the areas of AI regulation, software engineering, safety engineering, and software safety, supporting industry and regulators in the adoption and use of our assurance frameworks, and carrying out novel research.
About Moorfields Eye Hospital NHS Foundation Trust
Moorfields Eye Hospital NHS Foundation Trust is one of the leading providers of eye health services in the UK and a world class centre of excellence for ophthalmic research and education. Our main focus is the treatment and care of NHS patients with a wide range of eye problems, from common complaints to rare conditions that require treatment not available elsewhere in the UK. Our unique patient case mix and the number of people we treat mean that our clinicians have expertise in discrete ophthalmic sub-specialties.
We treat people in 20 locations in and around London, the south east and Bedford, enabling us to provide expert treatment closer to patients’ homes. We also operate commercial divisions that provide care to private patients in both London and the Middle East.
With our academic partners at the UCL Institute of Ophthalmology, Moorfields is recognised as a leading centre of excellence in eye and vision research. Together we form one of the largest ophthalmic research sites in the world, with the largest patient population in Europe or the USA. We publish more scientific papers than any other eye and vision research site and have an extensive joint research portfolio.