ART
Advanced Referral & Triage
Automating pathways of care & connect patients with the right services
Our platform, ART, drives digital service transformation through the process of streaming and managing patient referrals. We support NHS organisations to free-up staff, prioritise the backlog of patients and deliver new digital pathways.
ART delivers automated referral streaming, flexible and comprehensive system integration and a powerful dataset that drives continual service improvements.
Our digital platform integrates with existing systems and provides AI-supported processes to automate pathways of care and connect patients with the right service.
Automated Referral Streaming
- Integrates with eRS and other electronic referral mechanisms, including email
- AI-supported checks for referral completeness and validate against provider policy/services
- Automates referral streaming to correct service or clinic via smart rules (integrated with PAS/EPR)
- Dynamic routing of patients to support demand and capacity management
Real-time insights into care pathways
- Data and benchmarking to drive quality and reduce clinical variation
- Real-time visibility for service leads to drive process efficiency
- Cross-service insights to identify patient unmet need and support demand management
Optimised Clinical Triage
- Referral streamed to correct clinician and clinical admin automated
- Configurable triage interface for clinical decision support
- Supports cross-organisation and remote working for clinicians
Digital pathways and Online self-referral
- Improve access and provide timely care to patients with online self-referral
- Online access and assessment tools for automated self-referral pathway
- Integration of new digital pathways and remote access tools
- Auto-generated, personalised patient communication with the right content/resource at the right time
Arrange a Demonstration
We'll be in touch to demonstrate the value that ART can bring you, your team, and your patients
Who is ART designed for?
Providers
More than ever healthcare providers need to be able to manage changes in demand and optimise operations while improving patient experience.
How do we prioritise and manage demand? Can the patient self-manage or be supported remotely? How to we free staff from repetitive but complex work? Do we have the data to make better decisions?
Triage Hub
Healthcare providers running a single point of access or triage hub need to be able to prioritise and get patients to the right service or team quickly. They face a number of challenges in doing this; systems don’t connect, there are multiple complex pathways and processes are manual (which means slow and often inconsistent)
How do we triage, prioritise and manage demand? Can the patient self-manage or be supported remotely? How to we free staff from repetitive but complex work? Do we have the data to make better decisions?
Commissioners
It is the goal of all commissioners that patients needing planned care see the right person, in the right place and get the best possible outcomes, delivered in the most efficient way. This means:
- Patients should be seen in the most appropriate setting, avoiding unnecessary trips to hospital
- Patients are informed, prepared and empowered to manage their own care
- Processes are effective and efficient (reduce duplication and waste)
About ART
Our Origin
Our journey began after seeing a referral management centre with exhausted staff. Clinicians and admins were overwhelmed by increasing volume, poor systems and increasing complexity. Our reaction was that our software must be able to automate most of this, help clinicians be more effective and enable admin staff to interact and help patients – not re-key information and wade through difficult systems.
Now over 5 years later we have processed over 2 million referrals and our pursuit of cheaper, faster and better patient outcomes is coming to fruition. We are achieving automation success rates in excess of 95%….and we have just begun. We are obsessed about leveraging data to improve and we are investing in the increasing sophistication of our rules engine (which most people would call AI…but it is not really, it is tightly controlled by our customers, not a machine).
Our Approach
Although most people think of us as a tech company, we really think about ourselves as an healthcare organisation. We don’t just ‘hand over’ a piece of software, we invest into an ongoing partnership of learning and improvement.
We work closely with our customers to configure and implement the initial solution and we continue to work together to optimise the solution based on real-life learning and data-led insights.
Our customers succeed when they can deliver better outcomes at lower cost, take on new contracts and deliver new, innovative models of care.
“ART has transformed our inbound process allowing us to free up staff and improve quality”
Case Studies
We don’t just ‘hand over’ the piece of software, we invest into an ongoing partnership of learning and improvement. We work closely with our customers to configure and implement the initial solution and we continue to work together to optimise the solution based on real-life learning and data-led insights.
The Referral Management Service (RMS) was created by the CCG to help ensure patients are seen in the right place first time.
The Challenge: to deliver quality, efficiently across numerous pathways and requirements
The service is complex with over 60,000 referrals processed annually across 30 specialities; each with multiple triage requirements and booking pathways – the service required a solution that could automate and streamline the referral process as well as support clinical triage effectiveness and care navigation. ART’s solution was chosen as it could free up staff through automation, ensure pathway and triage consistency with its rules engine and improve agility of the service through its swift service. In addition, ART could improve the quality and effectiveness of clinical triage through its data mining capabilities with ART Reporting.
ART Impact: automating care navigation and support clinical effectiveness
- ART automated over 200 booking pathways with a dynamic rule set that could be adjusted based on changing CCG requirements. This meant that pathways were executed consistently and changes could be made quickly with no staff training required.
- ART insights on triage activity and decision making (including a clear understanding of pathway ‘re-direction’ at triage) supported the service to drive quality and consistency in clinical triage. ART also allowed the service to partner with the local hospital to bring additional specialist clinical triage into the RMC in order to identify alternative care settings in the community.
- Referral data and reports automatically gathered and generated to provide enhanced actionable insights. This freed up 27 hours on data cleansing on standard monthly reports alone and allowed the service improved oversight and management of the service; driving quality and efficiency.
- 1,700 hours saved in the first 3 months. The service was able to redeploy 2 FTEs to focus on other areas.
ART automation allows Community Service to free up staff for a leaner service and better patient experience
A community musculoskeletal (MSK) physiotherapy and podiatry service works with ART to automate the referral process.
Delivering a busy, complex service
The service was large, complex and busy with a higher volume of referrals than originally expected. The service wanted to streamline processes in order to manage high volumes effectively and efficiently to bring value to patients and commissioners.
Optimising workflows to create better patient experiences with ART
ART was implemented to free up staff in order to focus on key patient interactions, reduce the risk around manual back office support and provide clear reporting on contractual performance.
ART Impact
- Immediate staff-releasing benefit from increased automation; 3 staff members redeployed within 2 weeks
- Overall, automation is saving 7.56 (FTE) of admin work (£189,000) with full benefit achieved within 12 months
- Re-deployed staff able to focus on patient experience;>20% improvement in call response
- Positive feedback from triaging clinicians on triage in ART; easier to navigate
- eRS referral backlog cleared in under 2 weeks
Generated Health’s automation platform, ART, is deployed with an MSK triage service to ensure that patients were seen in the right place for their treatment.
A heavily manual process and lack of system integration impacted effectiveness
A substantial amount of manual work and high referral volumes meant a significant administrative burden for the service. In addition, the manual process created a challenge for the service around the capture of rich and reliable data for external reporting and internal service improvements.
ART supports automation and actionable insights to drive process improvement
ART was implemented to automate administrative processes and bring comprehensive, real-time reporting to the service. This drove efficiencies; increasing referral throughput and driving standardisation in policy and process. In addition, actionable insights allowed clinicians to review the quality and consistency of triage, supporting ongoing improvements.
ART Impact
- Immediate staff-releasing benefit from increased automation; 3 staff members redeployed within 2 weeks
- Faster processing of referrals with 90% of referrals booked within 24hrs and backlog cleared
- 90% reduction in administrative time spent on referrals from 16.5hrs to 1.7hrs per day
- Improved Triage: Safer and more aligned to governance requirements. Clinicians only seeing the specialities they need to see, accurate reports to monitor quality and improvement
- Automated data capture and reports; more accurate, richer data, easy reporting and analysis
- Value add insights; referral quality reports, easier to expand specialisms without compromising clinical governance
- 17% reduction in time spent by clinicians on triage
Dermatology service streamlines inbound referral process with ART
Generated Health’s automation platform, ART, is deployed across multiple CCGs for Dermatology Services
Delivering a quality service at scale
ART was brought on to support the transformation of patient pathways across a number of Dermatology services. The services span multiple complex CCG contracts with evolving requirements.
Automating patient pathways to free-up staff and improve speed and quality
The aims of the project with ART were to free up time for clinical and administrative staff, improve the speed and accuracy of referral processing and drive quality through standardisation and data capture/insights.
ART Implementation Led to
- Staff freed up: 46% reduction in time spent on clinical triage and 93% of reduction in administrative processing time
- Improved Triage: management team able to monitor triage performance and activity to drive efficiency and quality
- Standardised and streamlined process with process and policy changes seamlessly implemented (more automation/ less training) and improved consistency of referral pathways
- Value add insights; referral quality reports, easier to expand specialisms without compromising clinical governance
