Project Management

Royal Berkshire NHS Foundation Trust Automates Patient Referrals Driving Improvements to Patient Data


We bring you this installment in our Real-Life Citizen Development series to showcase great examples of citizen development in action. This case study was originally published online and is being re-published by PMI with full permission. PMI Citizen Developer is a vendor-agnostic approach and does not publish this example to promote or offer any evaluation of the particular software used, but to instead to highlight the challenge an organization faced, how it overcame it using citizen development, and the outcomes and benefits it has experienced as a result.

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The Royal Berkshire NHS Foundation Trust in England provides acute medical and surgical services for local communities. With almost 5,000 staff, it offers medical services to one million local residents across Berkshire.

The Challenge
The Trust receives 125,000 referrals a year into 40 specialist areas from the NHS e-Referral service, which allows GPs to book patients’ first hospital or clinic appointment with a specialist. The processing of referrals was manual, requiring time and input from 2,000 clinical admin staff and frontline clinicians. Due to the volume of referrals, there was a large backlog to process, with …

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