Domiciliary Physiotherapy Referrals: NHS Robotics

Domiciliary Physiotherapy Referrals: RPA Case Study

Service

Berkshire Integrated Health Hub

Wokingham Hospital

Process Type

Referral Process

Pre-Robot Manual Process

The Berkshire Integrated Hub is responsible for handling all referrals to Community Health Services provided by BHFT. Referrals are received into the Integrated Hub mailbox, initially screened by Hub clinical staff for demographic information, and then processed according to the request. The details are entered into RIO and assigned to the appropriate RIO Team, which is monitored by the Community Domiciliary Service. A notification is sent to the relevant Domiciliary Service to inform them of the new referral. 

The processing time for this high volume of referrals resulted in delays answering telephone calls from patients and clinicians within target times. Specifically, West Community Domiciliary Physiotherapy referrals must be processed within 24 hours, highlighting the need for process improvements and the implementation of automation to assist the Health Hub in managing incoming referrals efficiently.

Robot Reliability

95%

Hours released (AWH)

1369 Hours per year

Software The Robot Uses

MS Forms, MS Outlook and RiO

Post-Robot Automated Process

The new streamlined process ensures digital referrals into the Domiciliary Physiotherapy service are quickly and effectively managed with clear communication and efficient handling based on service criteria. The automated process includes a new MS form for collecting referral information. The referrer will complete the online referral form, which includes tailored questions to the services, helping identify if the patient is suitable for treatment. If the patient meets the service criteria, the completed MS form is sent to a designated inbox within the Health Hub service. These referrals are then moved into a designated inbox within Outlook for the Robot to pick up and process the referral on RiO, both opening the referral, moving the patient to the correct caseload, and adding a progress note.

The automation streamlines the referral process, resulting in a more efficient overall workflow. It also saves time for the administration team managing the referrals, enabling them to focus on other tasks.

The Robot Went Live In

July 2022

The Robot's Name Is

Huey

Time To Deliver

Large (10 Weeks)