Referral intake, and the order a queue gets read in.
ILLUSTRATIVE SCENARIO — NOT DELIVERED CLIENT WORK
The workflow we would examine first
Inbound referral intake: how a referral arrives, who reads it, and what determines the order it is read in. We would sit with the administrative team before proposing anything.
Where it typically leaks
The backlog is administrative but the risk is clinical. An urgent referral is only urgent once a person has read it, and a queue that grows faster than it is cleared pushes that moment further out every week.
What we would measure
How long a referral waits before its first read. The spread between the fastest and the slowest. How often queue order diverges from clinical priority. How much administrative time goes to sorting rather than to patients.
What a discovery audit would establish
Whether structured extraction can order the queue against the service's own criteria without a clinician losing control of triage, what would have to stay manual, and whether the deployment can run inside the trust's estate with no patient data leaving it. Triage is a clinical decision and would remain one.
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