The referral management and booking teams face challenges in processing the “To Be Scheduled” (TBS) list within reasonable timeframes. After clinician’s triage referrals, the TBS list accumulates many patients awaiting appointments, with approximately 700 referrals processed daily across 41 services. Urgent referrals are prioritised, but manual appointment processing for routine referrals, taking 3-4 minutes each, creates delays. Significant influxes, particularly after weekend or evening triage sessions, exacerbate the problem. Additionally, CAHMS and Developmental Paediatrics teams handle hundreds of referrals separately. These delays risk time targets and impact operational efficiency.
Implementation of Robotic Process Automation
The initial phase will focus on a few services, automating appointment scheduling following referral triage. Subsequent phases will expand the automation to additional services, including Developmental Paediatrics. RPA will handle routine tasks, such as reviewing clinician comments and pending appointments, reducing the need for manual intervention.
Current Developments and Activity
RPA is already used within the referral management team for logging referrals. The next phase involves extending automation to address the TBS list, starting with a few services. This phased approach allows for scalability and refinement of processes before expanding to other services and teams.
Potential Impact/Expected Benefits
- Reduced time and effort for processing TBS referrals.
- Minimised human error and improved accuracy.
- Enhanced patient care through timely appointment scheduling.
- Freeing up staff to focus on urgent referrals and higher-value activities.
- Real-time insights into referral volumes for better priority management.
- Improved resource allocation, decision-making, and operational efficiency.
- Cost savings through reduced manual labour and operational costs.
- Scalability for future implementation across all services.
RPA will support the teams in achieving their 2030 vision, ensuring efficient referral processing while optimising workforce productivity.