What to Automate? and the Benefits of RPA in the NHS (Intelligent Automation)
Summary
What to Automate in the NHS? The Benefits of Intelligent Automation explores how Intelligent Automation (IA), also known as Robotic Process Automation (RPA), can enhance patient care by automating routine tasks. This automation aims to improve operational efficiency, reduce errors, and allow healthcare professionals to focus on high-value activities.
Intelligent Automation is defined as the use of software robots to mimic human actions and perform tasks. The primary goal of the Intelligent Automation programme is to reclaim time for better patient care rather than just reducing costs. The document highlights several key benefits of Intelligent Automation, including improvements in the quality of life for healthcare professionals by reducing stress from repetitive tasks and providing more opportunities for professional growth and a better work-life balance.
Operational efficiency is significantly enhanced through automation, which streamlines administrative tasks, reduces errors, and accelerates workflows. This leads to an improved patient experience, better data security, and reduced burnout among healthcare staff. The concept of Automated Work Hours (AWH) is introduced, which refers to the time tasks are performed by automated systems instead of human professionals. Implementing IA can reclaim significant work hours, allowing healthcare professionals to focus on more complex tasks and improving patient care.
We also discusses "Gold Mining," a strategic process of identifying and prioritising the most valuable processes for automation. This ensures efficient and impactful implementation, leading to enhanced operational performance. Specific applications of Intelligent Automation in healthcare include improving referral and discharge processes, patient contact, support services, and HR tasks, all of which benefit from increased efficiency, accuracy, and better patient outcomes.
In conclusion, Intelligent Automation offers numerous benefits, including increased efficiency, cost savings, improved accuracy, compliance, and enhanced quality of life for healthcare professionals, making it a valuable investment for the NHS.
Introduction
Intelligent Automation refers to the mechanisation of tasks that are currently performed by people. This automation is achieved through software or 'robots' that mimic human actions. These robots are not physical entities; rather, they are software programmes designed to execute predetermined instructions.
Intelligent Automation (IA) is also known as Robotic Process Automation (Intelligent Automation), with both terms referring to the same concept. The primary objective of our Robotics/IA programme is to reclaim time to enhance patient care delivery, rather than solely aiming to reduce costs.
It is noteworthy that Robotic Process Automation (RPA) does not involve physical robots. You might have encountered RPA in action, such as when attempting to purchase concert tickets online, only to find them sold out within minutes. This rapid processing is an example of RPA/Intelligent Automation at work.
This document aims to explore the benefits of Intelligent Automation within the NHS, with a focus on ‘Automated Work Hours’ (AWH), ‘Quality of Life’ (QoL) improvements and ‘Gold mining’.
Discovering Opportunities for Intelligent Automation in Healthcare
To discover opportunities for Intelligent Automation (RPA), start by identifying tasks that are repetitive and performed the same way every time. Such tasks are often ideal candidates for automation. Additionally, processes that are conducted frequently and in large volumes can benefit significantly from RPA.
Look for rule-based processes that follow a clear set of instructions, as these are particularly well-suited for automation. If a process can be described step-by-step, it is likely a good fit for RPA. Furthermore, consider tasks that are prone to human error, as automating these can substantially improve accuracy and efficiency.
Lastly, processes that involve moving data between systems or applications are often prime candidates for automation. By focusing on these characteristics, you can effectively identify areas where RPA can bring the most value to your operations.
Quality of Life Improvement (QoL)
The implementation of Intelligent Automation can have a positive impact on the quality of life for healthcare professionals. By reducing stress levels associated with repetitive and mundane tasks, these technological advancements provide healthcare staff with more opportunities for professional growth and development. This improvement is not only limited to the professional aspect but extends to personal well-being, allowing for a better work-life balance due to the reduction in work hours.
Operational efficiency is significantly enhanced through automation, which streamlines administrative tasks such as appointment scheduling, thereby reducing errors and accelerating workflows. This streamlined process directly translates to an enhanced patient experience, as routine processes are automated, reducing wait times and improving patient satisfaction.
Data security is also fortified through automated processes, reducing the risk of human error and potential data breaches. Additionally, the reduction of burnout among healthcare staff is a significant advantage, as automation alleviates the burden of mundane and repetitive tasks, allowing professionals to concentrate on patient care and other high-value activities.
The scalability of automation solutions offers flexibility and adaptability, enabling healthcare organisations to scale operations up or down based on their needs. This adaptability is crucial for maintaining efficiency and effectiveness across varying levels of demand.
Ultimately, the implementation of Intelligent Automation in healthcare leads to better clinical outcomes as healthcare professionals have more time to devote to direct patient care, consequently improving the quality of care provided. The culmination of these benefits - operational efficiency, enhanced patient experience, cost containment, improved compliance, data security, reduced burnout, scalability, and better clinical outcomes - underscores the transformative potential of Intelligent Automation in improving the quality of life for healthcare professionals and the overall healthcare experience for patients.
Automated Work Hours (AWH)
In Intelligent Automation programmes, Automated Work Hours (AWH) refer to the amount of time that tasks are performed by automated systems, such as software robots, rather than by human healthcare professionals. Implementing Intelligent Automation (Robotic Process Automation) in healthcare can significantly enhance operational efficiency and improve patient care.
Implementing Intelligent Automation and leveraging AWH in healthcare can lead to a more efficient, accurate, and patient-focused healthcare system, ultimately enhancing both operational performance and patient outcomes.
For example, if 1 Whole Time Equivalent (WTE) is equal to 1,750 hours annually and 1,000 hours translate to approximately 133 working days, introducing an Intelligent Automation solution that returns 12,000 Automated Work Hours (AWH) would equate to ~1,600 working days. These reclaimed days can then be redirected towards improving patient care rather than completing routine tasks. This reallocation of time allows healthcare professionals to focus on more complex and high-value activities, thereby enhancing the overall quality of care provided to patients.
Moreover, the introduction of Intelligent Automation not only optimises the use of human resources but also significantly reduces the likelihood of errors, leading to greater accuracy in administrative processes.
This, in turn, improves patient outcomes and satisfaction, as healthcare staff can devote more attention to direct patient interactions and critical thinking tasks. Operational improvements through Intelligent Automation also result in better compliance with regulatory requirements, as automated systems can consistently follow prescribed protocols without deviation, ensuring that all processes are carried out according to established standards. This compliance is crucial in healthcare settings, where adherence to guidelines can directly impact patient safety and care quality.
In summary, the integration of Intelligent Automation and the delivery of AWH in healthcare systems offers a transformative potential by enhancing operational efficiency, improving the quality of life for healthcare professionals, and ultimately leading to better clinical outcomes for patients.
Gold Mining
Gold Mining in the context of Intelligent Automation, is the strategic process of identifying and prioritising the most valuable processes for automation. It begins with the careful identification of processes that are repetitive, rule-based, and high-volume, making them ideal candidates for automation. Once identified, these processes are prioritised based on potential benefits such as cost savings, efficiency gains, and their overall impact on organisational operations.
Next, a feasibility analysis is conducted to assess the technical feasibility and readiness of these processes for automation. This step ensures that the selected processes are not only suitable but also practical for implementation. Following this, a value assessment is performed to estimate the potential return on investment (ROI) and the overall value that automation will bring to Berkshire Healthcare.
By focusing on gold mining, we can strategically target the automation of processes that will deliver the highest value and impact, ensuring a more efficient and effective implementation of Intelligent Automation solutions. This methodical approach not only optimises resource allocation but also maximises the benefits derived from automation, ultimately leading to enhanced operational performance and better outcomes.
What To Automate
Referral Processes
Referral processes within Berkshire Healthcare benefit significantly from Intelligent Automation, especially in the areas of self-referral and primary care referral. Patients can directly refer themselves for certain types of care using our automated systems, thus accelerating their access to necessary services. Additionally, Intelligent Automation streamlines the process of primary care referrals to specialists by ensuring that all pertinent information is accurately transferred, which aids in the prompt scheduling of appointments and next care steps. This improved coordination between healthcare providers minimises delays and enhances patient care.
The automation of specialist referrals is another crucial area where Intelligent Automation proves invaluable. It manages the patient flow to specialised care facilities more efficiently, reducing waiting times and improving the overall coordination between different healthcare providers. By automating these processes, we can ensure that patients receive specialised care without unnecessary delays, thereby enhancing the effectiveness of the healthcare system and improving patient outcomes. This seamless integration of Intelligent Automation in referral processes underscores its potential to transform patient care delivery within Berkshire Healthcare.
Discharge Processes
Discharge Processes play a crucial role in ensuring that patients transition smoothly from hospital care to home or other care facilities. Intelligent Automation can significantly enhance the planning phase by systematically gathering and organising patient information, thereby creating comprehensive discharge plans that cover all necessary steps. This automation ensures that nothing is overlooked, and patients and their families are well-informed about the post-discharge care requirements. By automating the coordination with various departments and external care providers, Intelligent Automation ensures that all parties involved in the patient’s care are on the same page, leading to a seamless and efficient discharge process.
Moreover, post-discharge follow-up is another area where Intelligent Automation can make a substantial difference. Automated follow-up communications with patients help ensure they receive timely support and reminders for their ongoing care, which is crucial for improving recovery outcomes. This includes reminders for medication, upcoming appointments, and important health check-ins. By keeping patients engaged and informed, Intelligent Automation not only helps improve their healthcare experience but also significantly reduces the chances of readmission due to overlooked post-care instructions. Thus, the implementation of Intelligent Automation in discharge processes underscores its potential to enhance patient care continuity and overall healthcare efficiency.
Patient Contact
Automated systems send reminders for appointments, medication schedules, and other important health-related activities, helping patients stay on track with their care plans. These reminders ensure that patients do not miss crucial elements of their treatment, which is essential for their recovery and overall health. The timely prompts can significantly reduce the risk of complications arising from missed appointments or forgotten medication, thereby enhancing the overall efficiency of the healthcare system.
Patients can receive automated updates about their treatment progress, and other relevant information, keeping them informed and engaged in their care. This continuous flow of information helps patients understand their health status and the steps being taken to manage their conditions. Furthermore, regular updates can alleviate anxiety and empower patients to take an active role in their healthcare journey. Automated communication also includes stay-in-touch messaging, providing health tips and supportive content, and managing waiting lists efficiently by offering timely updates on patient status and expected wait times.
Support Services
Intelligent Automation can significantly enhance various operational areas within healthcare, particularly in IT, finance, procurement, and administration. Financial processes, including billing, claims processing, and financial reporting, greatly benefit from automation. By reducing errors and speeding up these operations, Intelligent Automation improves the accuracy and efficiency of financial tasks, which is essential for timely and reliable financial management.
In procurement, Intelligent Automation assists in managing supply chains, ordering medical supplies, and maintaining inventory levels. This automation eliminates manual intervention, ensuring that necessary supplies are always available and reducing the risk of stockouts or overstocking.
Administrative tasks, such as scheduling, record-keeping, and compliance reporting, also see significant improvements through Intelligent Automation. By streamlining these processes, administrative staff can focus on more critical activities that require human judgment and expertise, thereby enhancing overall operational efficiency and ensuring that healthcare professionals can devote more time to patient care and other essential duties.
Human Resources and Recruitment
In Human Resources, Intelligent Automation can automate the recruitment process, from posting job vacancies to NHS Jobs and others, screening applications and CV’s and scheduling interviews. This accelerates the hiring process, ensures a more efficient selection of candidates, and reduces the administrative burden on HR staff. Furthermore, Intelligent Automation can manage employee onboarding by automating paperwork, training schedules, and compliance checks, ensuring new employees are well-integrated into the organisation swiftly and effectively.
Intelligent Automation can also assist in monitoring employee performance and handling leave requests. By automating these HR tasks, the system ensures accuracy, compliance, and timely updates, freeing HR personnel to focus on strategic planning and employee engagement initiatives.
The recruitment and hiring process can be significantly enhanced with Intelligent Automation. The automation of CV screening allows for the swift scanning and shortlisting of CV’s based on predefined criteria, which ensures that only the most qualified candidates are considered. Additionally, interview scheduling can be handled automatically, with notifications sent to both candidates and interviewers. Background checks can also be automated, verifying candidate information and ensuring that all necessary checks are completed efficiently.
During the onboarding and training phase, Intelligent Automation proves invaluable. New starter onboarding can be streamlined by automating the creation of user accounts, email addresses, and access rights for new employees. Training management is another key area where Intelligent Automation can be beneficial, as it schedules and tracks employee training sessions to ensure compliance with training requirements.
Employee data management is another critical area where Intelligent Automation can make a substantial impact. The automation of employee records ensures that information is updated and maintained accurately in HR systems.
Document management becomes more organised, providing easy access to employee documents and ensuring compliance with relevant regulations. In terms of attendance and absence management, Intelligent Automation can automate the tracking of employee attendance and leave management is streamlined, with leave requests processed and leave balances updated automatically. This ensures that attendance records are accurate and up to date at all times.
Performance management processes can be enhanced by automating the scheduling and tracking of performance reviews and feedback sessions. Intelligent Automation can also monitor employee progress towards performance goals and objectives, ensuring that performance management is conducted efficiently and effectively.
Finally, employee exit management can be streamlined with Intelligent Automation. The offboarding process, including revoking access rights, retrieving company assets and escalating if needed, can be managed automatically.
Overall, implementing Intelligent Automation in Human Resources can significantly enhance the efficiency and accuracy of HR processes, allowing HR professionals to focus on more strategic and value-added activities. This approach not only improves operational efficiency but also contributes to better employee experiences and outcomes.
Scaling or Modifying Pathways for Existing Automations
Instead of developing an Intelligent Automation solution for every pathway, we create the minimum number required and then modify existing pathways to align with the Intelligent Automation solution. This approach is quicker and more cost-effective. Moreover, it ensures that the pathway undergoes an improvement process and receives extensive review. This method also provides additional benefits, as we often enhance outdated and stagnant pathways.
Conclusion
In summary, the integration of Intelligent Automation in healthcare offers transformative potential by enhancing operational efficiency, improving the quality of life for healthcare professionals, and ultimately leading to better clinical outcomes for patients. As automation continues to advance, the Berkshire Healthcare stands to benefit immensely, making it a crucial investment for the future.
NHS RPA Blueprint
Discover how we apply Robotic Process Automation (RPA) in the National Health Service by reading our Blueprint.
NHS RPA Governance Strategy
Our governance strategy shows how we ensure Robotic Process Automation in the National Health Service (NHS) is safe, secure, and well-managed for patients.