Digital Access and Triage Solutions for the NHS

Navigating NHS services can feel harder than it needs to be, for patients and staff alike. People are passed between phone numbers and systems just to find out what's happening, while healthcare teams spend precious time answering the same "just checking" questions and chasing updates. When updates fail to reach the right place at the right time, appointments are missed, effort is wasted and strain builds quickly. Last year alone, around 8 million outpatient appointments were not attended, costing the NHS an estimated £1.2 billion.

This pressure is not simply the result of rising demand. It comes from how difficult it is to see, manage and coordinate activity across NHS services. Limited visibility leads to repeated contact, fragmented decision-making and plans slipping out of sync as situations change. The effects are felt every day, in higher call volumes, missed appointments and delayed discharge. These are challenges the NHS recognises well, and ones that other high-pressure public services have faced before finding more effective ways to respond.

“We staffed up our control room to handle the demand… but there comes a point where you can’t ‘people’ your way out of a problem, and you need to look at investing in technology.”
- Colin Dring, Digital Innovation Manager, Humberside Police

Ways to fix what’s slowing NHS services down

Pressure across hospitals, community services, urgent care and mental health teams means change needs to be practical and felt quickly. Using platforms such as Salesforce, MuleSoft and Agentforce AI, we help organisations improve how information moves, how journeys are coordinated and how updates reach the people who need them.

Fix patient access with a single digital platform

Patients are often forced to navigate a web of phone numbers and inboxes just to understand what is happening in their care. The lack of visibility drives repeat calls, frustration and added pressure on already stretched teams.

We help NHS organisations fix access by bringing appointments, referrals, results and enquiries into a single digital platform, replacing multiple contact routes. Clear, timely information and self-service options reduce avoidable contact, while existing systems are joined up so teams can spend more time on higher-value care.

IMPROVE PATIENT ACCESS

Protect capacity with smart automation

Rising pressure across NHS services is often met by adding more people, even though much of that pressure comes from the repeated routine work itself. Staff time is absorbed by repeat tasks, patient follow-up calls and messages, and slow movement of work between teams.

We solve this using smart tools such as digital agents and workflow automation to absorb routine work from day-to-day operations. High-volume activity such as referral updates and appointment queries are automated, work reaches the right team faster, and systems operate together across services. With this set up, resources are protected, manual processing is reduced, and teams gain extra time to spend with patients.

PROTECT FRONTLINE CAPACITY

Restore flow across discharge and care journeys

When patients are ready to leave hospital, progress often breaks down outside clinical care. Information lags behind changing plans, ownership is unclear, and updates sit across organisations - slowing discharge, keeping beds blocked, and creating pressure that ripples across the system.

We respond by changing how discharge is coordinated across organisations. Discharge pathways are redesigned so hospitals, social care and community teams are working to the same plan, supported by connected systems that keep status, responsibilities and updates in step as circumstances change. Discharge decisions move forward with fewer delays, partners stay aligned, and services regain momentum across Trusts, places and wider systems.

EXPLORE JOINED-UP DISCHARGE

Support mental health services

Mental health teams are under huge strain as demand for their services rise. Manual triage and disconnected systems can delay urgent care, while the pressure on frontline staff leads to stress and high turnover.

We design integrated triage hubs where every referral and crisis contact is logged and assessed in real time, with urgent cases escalated instantly. Staff gain tools to monitor workload and access well-being support; patients in crisis receive safer, quicker care; and teams have the resilience to deliver it.

ADVANCE MENTAL HEALTH TRIAGE

What the NHS can learn from policing

UK police forces faced similar challenges when citizens couldn't see progress on cases, court dates or urgent incidents. Real change came not from adding more people, but from improving how information was shared, making communication clearer, more proactive and easier to trust.

The setting may be different in healthcare, but the effect is familiar: fewer people needing to chase, more time released back to teams, and care that progresses with greater certainty.

SEE HOW THE POLICE TACKLED DEMAND AT SCALE

When Thames Valley Police digitised victim communications, they:

Cut 163,000 yearly calls by replacing multiple phone numbers with a single digital portal and proactive notifications
Saved £1.4 million by reducing unnecessary contact rather than expanding teams
Improved public trust by 15% as citizens could see updates, next steps and timelines

By introducing digital contact and updates, Humberside Police:

Reduced repeat calls by 61% through automated SMS, email and portal updates
Cut admin-heavy workflows from days down to minutes using automation
Delivered measurable impact in weeks, not years, without adding headcount

“We staffed up our control room to handle the demand… but there comes a point where you can’t ‘people’ your way out of a problem, and you need to look at investing in technology.”
- Colin Dring, Digital Innovation Manager, Humberside Police

Start with one pressure point. Show value fast.

Lasting change in the NHS rarely comes from large programmes. It starts by tackling one area where effort is being lost and improvement can be demonstrated quickly.

Begin with a focused review or pilot that delivers tangible results in weeks rather than months, providing clear evidence before wider rollout.

DISCUSS OUR PILOT OPTIONS

Why partner with us

Security-cleared experts

Our security-cleared specialists have delivered complex programs across government and defence, ensuring compliance with strict regulatory and operational standards.

Certified security

With ISO 27001 and Cyber Essentials certification, we safeguard what matters most, including your data, your reputation, and the trust of the people you serve.

Proven Salesforce expertise

As a Salesforce Summit Partner, we’ve guided organisations through major change, helping teams work smarter, citizens feel better served and leaders see transformation come to life.

What happens next

We start with a short, no-obligation conversation to understand where pressure is showing up and which outcomes matter most. This helps identify a specific access, capacity or flow challenge worth tackling first.

We then run a focused discovery session with key stakeholders to review current journeys, contact routes or workflows, and agree where a targeted pilot could deliver value quickly. You’ll have clear sight of how we work and what change would involve.

Finally, you receive a practical roadmap setting out the recommended entry point, expected impact and how improvement could be delivered and scaled using your existing systems.

GET STARTED

Fixing pressure at its source across the NHS

Reduce avoidable demand, improve coordination and keep care moving by redesigning how information and work flow across systems.

Ways to fix what’s slowing NHS services down

Fix patient access with a single digital platform

Protect capacity with smart automation

Restore flow across discharge and care journeys

Support mental health services

What the NHS can learn from policing

Start with one pressure point. Show value fast.

How we make it work

Systems that talk seamlessly

One shared view across journeys

Automation that absorbs demand

Change without disruption

Safety and trust built in

Scalable by design

Why partner with us

Security-cleared experts

Certified security

Proven Salesforce expertise

What happens next

Ready to tackle the causes of pressure, not just the symptoms?

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