Automating Efficiency: Revolutionising Appointment Reallocations with RPA
Facing significant waiting times and a manual reallocation process prone to delays, the trust sought a transformative solution to improve efficiency and patient experience. Traditional methods of re-allocating cancelled appointments within seven days relied heavily on Pathway Co-ordinators (PCOs) contacting patients by phone, an effort-intensive approach that left gaps in utilisation and staff productivity.
Harnessing Robotic Process Automation for Seamless Scheduling
The trust is set to implement Robotic Process Automation (RPA) to automate the reallocation of cancelled appointments, focusing initially on the Surgical Division. Leveraging the Blue Prism platform, this cutting-edge solution will automatically identify cancellations, notify patients via text, and rebook appointments without human intervention. This outlines the start to end of the process:
- Collaborating with Subject Matter Experts (SMEs) to assess current workflows.
- Developing and securing approval for Product Design Documentation (PDD) and Solution Design Documentation (SDD).
- Building the RPA framework and integrating it with existing systems.
- Conducting comprehensive testing and validation to ensure performance.
- Rolling out the solution in a live environment with continuous monitoring during a Hypercare phase.
Progress and Ongoing Activities
Substantial advancements have been made:
- Workflow assessments with SMEs are in progress.
- Documentation for design and approval is underway.
- Testing and Hypercare plans are meticulously prepared to ensure a seamless deployment.
Transformative Benefits for Patients and Staff
The RPA solution offers a host of benefits that will reshape appointment management:
- Increased Efficiency: Cancellations are rapidly identified and slots refilled without delays.
- Enhanced Timeliness: Patients are promptly notified via automated text messages, ensuring faster responses.
- Optimised Resources: PCOs can dedicate their time to more critical tasks, improving overall staff productivity.
- Reduced Waiting Times: By swiftly reallocating slots, the backlog of waiting patients diminishes significantly.
- Improved Patient Satisfaction: Automation reinforces the trust’s commitment to accessibility and responsiveness.
- Enhanced Data Integrity: Automation minimises errors, creating a transparent, auditable trail for all scheduling activities.
This initiative underscores the trust’s dedication to leveraging technology to streamline operations, reduce waiting times, and deliver an elevated patient experience. As the surgery division set the stage for success, other specialties are poised to follow, broadening the impact across the trust.