Patient pathway automation for NHS trusts, private clinics, diagnostic labs, and health service providers.
Each one is purpose-built for healthcare operations rather than a generic template. They are set out in full below.
Automate the capture, triage, and routing of inbound referrals so every patient reaches the right service within NHS constitutional standards.
NHS trusts and private providers receive referrals via e-RS, email, fax, and internal forms. Without a single tracking system, referrals stall in shared inboxes, breach two-week-wait targets, and create patient safety risks that surface only when a complaint is raised.
Missed Two-Week-Wait Deadlines
Cancer and urgent referrals routinely breach the 14-day target because there is no automated escalation when a referral sits unactioned for more than 24 hours.
Duplicate and Incomplete Referrals
Clinicians re-refer when they receive no acknowledgement, creating duplicate records that waste clinic capacity and distort waiting-list data.
No Visibility for Referring GPs
Primary care has no way to confirm a referral was received and accepted, resulting in phone calls that consume admin time across both organisations.
Audit Trail Gaps
Paper-based or email tracking cannot produce the timestamped audit trail CQC inspectors expect under Regulation 17 (Good Governance).
Multi-Channel Referral Capture
Ingest referrals from e-RS, email, portal submissions, and scanned letters into a single normalised queue with automatic data extraction.
Clinical Triage Routing
Rules-based engine routes each referral to the correct specialty, consultant, or MDT based on clinical coding, urgency flags, and capacity.
Breach Countdown Alerts
Real-time countdown timers against RTT, two-week-wait, and internal SLA clocks with escalation triggers at configurable thresholds.
Automated Acknowledgements
Instant confirmation sent to the referring clinician with a unique tracking reference, reducing follow-up calls by up to 80%.
Completeness Validation
Mandatory-field checks reject incomplete referrals at the point of entry and return them to the referrer with clear instructions on what is missing.
The system captures the referral from e-RS, email, or portal and extracts patient demographics, clinical narrative, and urgency markers.
Mandatory-field rules check completeness while fuzzy matching detects duplicates against existing open referrals for the same patient and specialty.
The referral is routed to the appropriate clinician or MDT coordinator who reviews, accepts, or returns to sender with feedback.
Accepted referrals automatically trigger a booking task in the scheduling workflow, linking the referral record to the appointment slot.
Once the patient is seen, the referral is closed with an outcome code that feeds performance dashboards and commissioner returns.
95%
Two-Week-Wait Compliance
Automated escalation ensures urgent referrals are triaged within hours, not days, pushing compliance above the 93% national target.
60%
Fewer Admin Calls
Self-service status checks and automated acknowledgements dramatically reduce inbound telephone queries from referring practices.
100%
Audit-Ready Trail
Every referral action is timestamped and attributed, providing a complete Regulation 17 audit trail without manual logging.
Standardise clinical triage decisions with configurable rules, acuity scoring, and automatic routing to reduce variation and speed up patient access.
Triage decisions made by different clinicians at different times produce inconsistent outcomes. High-acuity patients wait alongside routine cases, urgent flags are missed during busy periods, and there is no structured record of the clinical rationale behind each triage decision.
Clinician-Dependent Variation
Without standardised criteria, two clinicians may assign different urgency levels to the same presentation, leading to inequitable patient access.
No Decision Audit Trail
Triage rationale recorded in free-text notes is difficult to audit, making it hard to demonstrate clinical governance to CQC or commissioners.
Delayed Escalation of Urgent Cases
Urgent referrals buried in a general queue are not escalated until a clinician manually reviews them, risking patient harm.
Acuity Scoring Engine
Configurable scoring model assigns a numerical acuity score based on clinical indicators, automatically ranking the triage queue by urgency.
Rules-Based Routing
If-then rules route triaged cases to the correct clinic, MDT, or specialist pathway based on score thresholds, specialty, and capacity.
Red-Flag Detection
Keyword and code scanning identifies safety-netting triggers (e.g. suspected cancer, safeguarding concerns) and forces immediate escalation.
Structured Decision Capture
Every triage decision is logged with the scoring inputs, outcome, clinician identity, and timestamp in a format ready for clinical audit.
Triage Performance Dashboard
Live reporting on triage volumes, turnaround times, score distributions, and escalation rates by specialty and clinician.
Peer Review Workflow
Cases that fall into borderline score ranges are automatically flagged for a second-opinion review before routing.
Referrals, assessments, or internal requests land in a priority-ordered queue, pre-scored by the acuity engine.
The triaging clinician reviews the score, adjusts if needed, selects an outcome (accept, redirect, reject, escalate), and adds clinical notes.
The system routes the case to the appropriate pathway, clinic, or MDT based on the triage outcome and current capacity.
Red-flag cases bypass standard routing and trigger immediate alerts to the relevant consultant or safeguarding team.
40%
Faster Triage Turnaround
Automated scoring and pre-populated decision forms cut average triage time from days to hours.
100%
Decision Audit Compliance
Structured logging ensures every triage action has a defensible audit trail aligned with CQC Regulation 12 (Safe Care).
3x
More Cases per Session
Pre-scored and pre-routed queues let clinicians focus on clinical judgement rather than administrative sorting.
Track every diagnostic request from order to result, ensuring turnaround times are met and no test falls through the cracks.
Diagnostic requests sent via paper forms, fax, or disparate electronic systems frequently go unacknowledged. Clinicians chase results by phone, patients attend follow-up appointments before results are available, and abnormal findings sit in inboxes without timely clinical action.
Unacknowledged Requests
There is no confirmation that the lab or imaging department received the request, leaving clinicians uncertain whether to re-order or wait.
Turnaround Time Breaches
Without live TAT monitoring, breaches are identified retrospectively through manual audits rather than prevented proactively.
Abnormal Results Not Actioned
Critical or unexpected findings filed into a generic inbox may not be reviewed for days, creating a serious patient safety risk.
Fragmented Tracking Across Modalities
Pathology, radiology, and point-of-care testing each have separate tracking mechanisms, making it impossible to see the full diagnostic picture for a patient.
Order Lifecycle Management
Track each diagnostic order through requested, acknowledged, in-progress, resulted, and reviewed statuses with automatic timestamp capture.
TAT Countdown & Alerts
Configurable turnaround time targets per test type with countdown timers and escalation alerts at 75%, 90%, and 100% of target.
Abnormal Result Escalation
Results flagged as abnormal or critical trigger immediate notifications to the requesting clinician and their escalation contact.
Cross-Modality Dashboard
A single view of all outstanding diagnostics for a patient, ward, or specialty regardless of whether the test is pathology, imaging, or physiological measurement.
Performance Analytics
Report on TAT compliance, rejection rates, repeat-test frequency, and result acknowledgement times by department and test category.
A clinician submits a diagnostic request with clinical indication, urgency, and specimen details. The system assigns a unique tracking ID.
The receiving department confirms receipt and expected turnaround. The TAT countdown begins from this acknowledgement timestamp.
The result is posted back to the tracking system. Abnormal or critical values trigger immediate escalation to the requesting clinician.
The clinician reviews the result, records their clinical action, and the diagnostic episode is closed with a full audit trail.
50%
Fewer Chasing Calls
Automated status updates and self-service tracking eliminate the majority of phone calls between wards and diagnostic departments.
98%
TAT Target Compliance
Proactive escalation at threshold intervals ensures turnaround time breaches are caught and resolved before they impact patient care.
<1hr
Abnormal Result Action
Critical findings are escalated to the responsible clinician within minutes, with a forced acknowledgement to confirm receipt.
Automate clinic scheduling, patient notifications, and DNA management to maximise slot utilisation and reduce administrative overhead.
Manual diary management leads to underutilised clinic slots alongside growing waiting lists. Patients receive appointment letters days after they are sent, DNA rates climb above 10%, and cancelled slots are not backfilled because the admin team cannot identify and contact suitable patients quickly enough.
High Did-Not-Attend (DNA) Rates
Paper letters and single-contact reminders result in DNA rates of 8-15%, wasting consultant time and extending waits for other patients.
Slot Underutilisation
Cancelled and DNA slots are not backfilled because there is no automated mechanism to match available patients to short-notice availability.
Administrative Bottleneck
Booking teams spend hours each day manually matching patients, clinicians, rooms, and equipment across multiple spreadsheets or legacy PAS screens.
Rules-Based Slot Allocation
Matching engine assigns patients to slots based on clinician availability, room requirements, equipment needs, and patient preference.
Multi-Channel Reminders
Automated SMS, email, and letter reminders at configurable intervals (e.g. 7 days, 2 days, same-day) with two-way confirmation.
DNA & Cancellation Backfill
When a slot opens, the system automatically identifies the next suitable patient from the waiting list and offers the appointment via SMS.
Clinic Utilisation Dashboard
Real-time view of booked, available, DNA, and cancelled slots by clinic, consultant, and date with trend analysis.
Outcome-Triggered Rebooking
Follow-up appointments are automatically generated based on clinical outcome codes entered at the end of the consultation.
A booking task is generated from an accepted referral, follow-up outcome, or manual request, specifying specialty, urgency, and any constraints.
The matching engine identifies the best available slot and sends the patient an appointment offer via their preferred communication channel.
The patient confirms attendance or requests an alternative. Unconfirmed offers escalate after a configurable window.
Automated reminders are dispatched at preset intervals before the appointment, with a final same-day prompt.
Post-appointment, attendance status is recorded. DNAs trigger the trust's DNA policy workflow; attended appointments may trigger rebooking.
45%
Reduction in DNA Rate
Multi-channel reminders with two-way confirmation cut DNA rates from double digits to below 5% across most specialties.
92%
Slot Utilisation Rate
Automated backfill of cancellations and DNAs keeps clinic utilisation above 90%, recovering thousands of lost appointment hours per year.
70%
Less Admin Time on Booking
Rules-based allocation and automated patient contact free booking teams to focus on complex scheduling and patient queries.
Coordinate safe, timely discharges by automating checklists, multi-agency communication, and post-discharge follow-up to reduce delayed transfers of care.
Delayed transfers of care (DTOC) cost the NHS an estimated 900 million per year. Discharge is delayed because medication is not prepared, transport is not booked, community services are not notified, or the patient simply was not identified as medically fit for discharge early enough. These failures are coordination failures, not clinical ones.
Late Identification of Discharge-Ready Patients
Ward teams rely on consultant ward rounds to confirm medical fitness, meaning discharge planning starts too late in the day to arrange same-day departure.
Multi-Agency Coordination Failures
Social care, community nursing, pharmacy, and transport each operate in separate systems, resulting in handoff delays and duplicated communication.
Incomplete Discharge Documentation
Discharge summaries, medication lists, and care plans are completed inconsistently, leading to readmissions and GP complaints.
No Post-Discharge Visibility
Once the patient leaves the ward, there is no mechanism to confirm that community services were mobilised or that the patient is safe at home.
Dynamic Discharge Checklists
Configurable checklists by discharge pathway (simple, complex, continuing healthcare) ensure every dependency is tracked and assigned.
Multi-Agency Task Board
Shared task board visible to ward staff, pharmacy, social care, transport, and community teams with real-time status updates.
Expected Discharge Date Tracking
EDD is set on admission and tracked daily. Variance from EDD triggers escalation and requires a recorded reason.
Automated Notifications
Pharmacy, transport, and community teams receive automatic alerts when their part of the discharge process is triggered.
DTOC & Flow Analytics
Dashboard showing DTOC hours by ward, reason code, and responsible organisation, feeding into system-wide patient flow reporting.
An expected discharge date is recorded within 24 hours of admission, triggering a countdown and initial discharge planning tasks.
Based on the patient's discharge pathway, tasks are automatically assigned to ward staff, pharmacy, social care, and transport.
Each team updates their task status in real time. Blockers are flagged immediately and escalated to the discharge coordinator.
The patient leaves with completed documentation. The system records actual discharge time and any variance from EDD.
Automated tasks confirm that community services were mobilised. A patient welfare check is triggered at 24 and 72 hours post-discharge.
30%
Reduction in DTOC Hours
Proactive EDD tracking and automated task assignment reduce the average delay from medically fit to actual discharge.
2hrs
Earlier Average Discharge Time
Morning discharge rates improve as pharmacy and transport tasks are triggered the evening before, not on the day.
15%
Fewer 30-Day Readmissions
Complete discharge documentation and confirmed community handover reduce preventable readmissions linked to poor discharge planning.
Plan, execute, and report on clinical audits with structured data collection, automated analysis, and action plan tracking to close the audit loop.
Clinical audits are mandated by CQC, NICE, and commissioners, yet most trusts struggle to complete the audit cycle. Data collection is manual, analysis is delayed, action plans are recorded in spreadsheets that are never revisited, and re-audit rates remain below 50%. The result is a governance process that consumes significant clinical time without driving measurable improvement.
Manual Data Collection
Clinicians extract data from case notes by hand, consuming hours per audit and introducing transcription errors that undermine the findings.
Action Plans Without Accountability
Audit action plans are documented in meeting minutes or spreadsheets with no assigned owners, deadlines, or progress tracking.
Low Re-Audit Completion
Without automated reminders and templated re-audit workflows, fewer than half of audits complete a second cycle to confirm improvement.
Audit Project Management
Register, plan, and schedule audits against NICE guidelines, national standards, or local criteria with assigned leads and timelines.
Structured Data Collection
Configurable data collection forms with validation rules, dropdown standards criteria, and real-time completion tracking.
Automated Analysis & Reporting
Instant compliance calculations against standards criteria, exportable charts, and pre-formatted reports for governance committees.
Action Plan Tracker
Each action is assigned an owner, deadline, and priority. Overdue actions trigger escalation to the clinical governance lead.
Re-Audit Scheduling
Automatic re-audit reminders at configurable intervals with pre-populated templates that mirror the original audit criteria.
Governance Dashboard
Trust-wide view of audit programme status, action plan progress, and re-audit completion rates by directorate and specialty.
The audit lead registers the project with title, standards, methodology, sample size, and timeline. It appears on the trust-wide audit programme.
Auditors complete structured data collection forms for each case in the sample. The system tracks completion percentage in real time.
Compliance against each standard is calculated automatically. The audit lead reviews the analysis and generates a governance report.
Non-compliant standards generate action items with assigned owners, deadlines, and improvement targets.
At the scheduled re-audit date, the system generates a new audit project pre-populated with the original criteria for comparison.
75%
Re-Audit Completion Rate
Automated scheduling and pre-populated templates increase re-audit rates from below 50% to above 75%, closing the audit loop.
60%
Faster Data Collection
Structured digital forms with validation rules cut data collection time by more than half compared to manual case-note review.
100%
Action Plan Accountability
Every action has a named owner and tracked deadline, ensuring governance committees have real-time visibility of progress.
Visualise and manage the complete patient journey from referral to discharge, tracking RTT clocks, milestones, and breach risks in real time.
Patient pathways span multiple departments, clinicians, and systems. Without a unified tracking mechanism, RTT clocks are miscalculated, clock-stop events are missed, and patients approaching breach are identified too late for remedial action. Operational teams rely on weekly PTL (Patient Tracking List) extracts that are outdated the moment they are produced.
Inaccurate RTT Clock Calculations
Clock starts, stops, and pauses are recorded inconsistently across departments, leading to inaccurate waiting time data and unexpected breaches.
Reactive Breach Management
Patients at risk of breaching the 18-week standard are identified from weekly PTL snapshots rather than live data, leaving insufficient time for intervention.
Fragmented Pathway Visibility
No single system shows where a patient is in their journey across referral, diagnostics, decision-to-treat, and treatment, forcing managers to manually collate data.
Commissioner Reporting Burden
Monthly RTT returns require extensive manual data reconciliation across PAS, radiology, and clinic systems.
Pathway Timeline Visualisation
A visual timeline for each patient showing every milestone from referral receipt to treatment, with colour-coded status indicators.
Live RTT Clock Management
Automatic clock start, stop, and pause based on milestone events, with manual override and audit trail for corrections.
Breach Risk Scoring
Patients are scored daily by breach risk based on weeks waited, next milestone, and historical pathway velocity for their specialty.
PTL Dashboard
Live Patient Tracking List replacing static weekly extracts, filterable by specialty, consultant, breach risk, and pathway stage.
Commissioner Returns
Automated generation of monthly RTT returns and Referral-to-Treatment data in the format required by NHS England.
The RTT clock starts when the referral is received. The patient pathway record is created with expected milestones based on specialty norms.
Each event (triage, diagnostic, clinic attendance, decision-to-treat) is recorded as a milestone with timestamp and responsible clinician.
The breach-risk score is recalculated daily. Patients entering amber or red zones appear on escalation lists for operational managers.
The clock stops when the patient receives first definitive treatment. The pathway record captures the outcome and total wait.
92%
RTT Compliance
Live clock management and proactive breach-risk scoring push RTT compliance above the 92% national standard.
Live
PTL Replaces Weekly Extracts
Operational managers access a live PTL dashboard instead of waiting for weekly spreadsheet extracts that are outdated on arrival.
80%
Less Time on Returns
Automated RTT return generation eliminates the manual data reconciliation that previously consumed days each month.
Digitise the request, tracking, and return of medical records to eliminate lost notes, reduce retrieval times, and support the transition to paperless.
Despite EPR adoption, many trusts still maintain hybrid paper-digital records. Case notes are requested for clinics and never arrive, notes go missing between departments, and the records library cannot track what is checked out to whom. Lost or unavailable notes force clinic cancellations, delay discharge summaries, and create patient safety incidents.
Notes Not Available for Clinic
Between 5% and 15% of outpatient appointments run without the full case notes because the request was not fulfilled in time or the notes were already checked out elsewhere.
No Track-and-Trace for Physical Notes
The records library has no real-time visibility of where each set of case notes is located, relying on manual sign-out sheets that are rarely updated.
Scanning Backlogs
Documents returned to the library after clinic are not scanned promptly, creating a growing backlog that delays access to recent clinical correspondence.
Digital Request & Fulfilment
Clinics, wards, and departments request records through a digital form. Requests are prioritised by date needed and urgency, with live fulfilment tracking.
Barcode Track-and-Trace
Each set of case notes has a barcode label. Scanning at check-out, transit, and check-in points provides real-time location tracking.
Retrieval SLA Monitoring
Configurable retrieval targets (e.g. 24-hour standard, 4-hour urgent) with countdown timers and escalation for at-risk requests.
Scanning Workflow
Returned notes enter a scanning queue prioritised by clinical urgency. Scanned documents are indexed and linked to the patient's EPR record.
Records KPI Dashboard
Track retrieval rates, SLA compliance, scanning backlog volumes, and lost-notes incidents by department and record type.
A clinic, ward, or department submits a records request specifying the patient, date needed, and urgency level.
The records library sees the request in a prioritised queue. Staff locate the notes, scan the barcode to check them out, and dispatch to the requestor.
Barcode scans at collection and delivery points update the location in real time. The requestor can see the notes are en route.
After clinic, notes are returned to the library, scanned back in, and any new documents enter the scanning workflow for digitisation.
98%
Notes Available for Clinic
Digital requesting and priority fulfilment ensure case notes arrive before clinic, eliminating cancellations caused by missing records.
0
Lost-Notes Incidents
Barcode track-and-trace provides real-time location data for every set of notes, virtually eliminating lost-notes patient safety incidents.
3 days
Average Scanning Turnaround
Prioritised scanning queues and workload management reduce the average scanning backlog from weeks to days.
Manage elective waiting lists with live validation, clinical prioritisation, and proactive patient contact to reduce long-waiters and improve list accuracy.
NHS elective waiting lists have exceeded 7 million pathways. Trusts face pressure to reduce long-waiters while maintaining data quality. Waiting lists contain patients who have moved, recovered, or been treated elsewhere. Without proactive validation and clinical review, trusts book clinics for patients who do not attend, while genuinely waiting patients breach RTT targets.
Stale and Inaccurate Lists
Up to 10% of waiting list entries are patients who no longer need the appointment but have not been removed, distorting reported wait times and wasting clinic capacity.
No Clinical Prioritisation
Patients are booked in date order rather than clinical priority, meaning a routine case referred six months ago is booked before a clinically urgent case referred last week.
Long-Waiter Identification Too Late
Patients approaching 52-week or 65-week thresholds are identified from monthly reports rather than live data, leaving insufficient time for remedial booking.
Patient Contact Failures
Outdated contact details mean validation letters and booking calls fail, adding weeks of delay to an already long wait.
Automated List Validation
Scheduled validation campaigns contact patients via SMS or letter to confirm they still need the appointment, automatically removing those who opt out.
Clinical Priority Scoring
Each patient is scored by clinical urgency, weeks waited, and breach proximity, creating a priority-ordered booking queue.
Long-Waiter Escalation
Patients approaching 40, 52, 65, and 78-week thresholds are automatically escalated to operational managers with recommended actions.
Patient Contact Hub
Centralised contact management with SMS, email, and telephone logging to confirm patient details and capture communication preferences.
Demand & Capacity Modelling
Compare waiting list inflow, clinic capacity, and clearance rates to forecast wait times and identify specialties at risk of growing backlogs.
A decision-to-treat or booking request adds the patient to the specialty waiting list with clinical priority, RTT clock status, and contact details.
At configurable intervals, the system contacts patients to confirm they still require the appointment. Non-responders are flagged for telephone follow-up.
Validated patients are ranked by a composite score of clinical priority, weeks waited, and breach proximity. The booking team works the queue top-down.
Patients approaching threshold weeks are escalated with a recommended action (insource, outsource, or clinical review for appropriateness).
Once booked, treated, or validated off the list, the patient is removed with a structured outcome code for commissioner reporting.
12%
List Reduction via Validation
Proactive patient contact removes patients who no longer need the appointment, reducing the list by 8-15% without additional clinical capacity.
0
78-Week Breaches
Early escalation and priority booking eliminate the longest-waiting patients from the list before they reach critical thresholds.
Weekly
Live Demand Forecasting
Automated demand and capacity modelling replaces manual spreadsheet analysis, giving operational teams a rolling forecast updated weekly.
Maintain continuous CQC readiness by mapping evidence to the five key questions, tracking actions from inspections, and monitoring compliance across all regulated activities.
CQC inspections trigger a frantic evidence-gathering exercise across the organisation. Policies are out of date, audit action plans have not been followed up, training records are incomplete, and incident trends have not been analysed. The evidence exists in dozens of systems and shared drives, and assembling it into a coherent narrative against the five key questions takes weeks of senior management time.
Evidence Scattered Across Systems
Policies live in SharePoint, audits in spreadsheets, incidents in Datix, and training in ESR. No single system maps this evidence to CQC key lines of enquiry.
Lapsed Policies and Procedures
Without automated review reminders, policies lapse without renewal, creating immediate non-compliance that is only discovered during inspection preparation.
Unresolved Inspection Actions
Actions from previous CQC inspections and internal quality reviews are logged but not tracked to completion, leading to repeat findings.
No Ongoing Assurance Mechanism
Compliance is assessed reactively at inspection time rather than continuously, meaning deterioration is not detected until it becomes a CQC concern.
KLoE Evidence Mapping
Map evidence documents, audit results, incident data, and training records to CQC key lines of enquiry across Safe, Effective, Caring, Responsive, and Well-Led.
Policy Review Automation
Track every policy with its review date, owner, and approval status. Automated reminders trigger 90 days before expiry with escalation if not renewed.
Action Plan Tracking
Actions from CQC inspections, internal reviews, and quality visits are logged with owners, deadlines, and progress updates, with overdue escalation.
Compliance Heatmap
A trust-wide heatmap showing compliance confidence across all five key questions and all regulated activities, updated as evidence is added or actions completed.
Continuous Assurance Dashboard
Aggregated view of incident trends, complaint themes, audit outcomes, and training compliance that highlights emerging risks before they become findings.
Inspection Readiness Report
One-click generation of a structured evidence pack for each key question, ready for submission to the CQC inspection team or use in provider information returns.
The CQC key lines of enquiry and regulated activities are set up as the compliance framework, with evidence requirements mapped to each.
As policies are approved, audits completed, incidents closed, and training delivered, the relevant evidence is linked to the appropriate KLoE.
The compliance heatmap highlights areas with weak or missing evidence. Gap actions are created with owners and tracked to completion.
Governance committees review the compliance dashboard at regular intervals, confirming assurance levels and escalating concerns.
When an inspection is announced, the evidence pack is generated from current mapped evidence, requiring minimal additional preparation.
90%
Reduction in Preparation Time
Continuous evidence mapping means the inspection pack is always current, reducing preparation from weeks to hours.
100%
Policy Renewal Compliance
Automated reminders and escalation ensure no policy lapses, eliminating a common source of non-compliance findings.
0
Repeat Inspection Findings
Tracked actions with accountability and escalation ensure previous findings are resolved before the next inspection cycle.
Tell us the one process causing the most pain and we will tell you whether it fits a 30-day pilot, and what the scope and fixed price would be.
