Access point is the first point of contact for Adult Social Care. The variety of communications received is incredible, they can cover safeguarding, police involvement, deprivation of liberty, carer or care home enquiries, helpful messages from neighbours, sales emails, spam; this list is nowhere near exhaustive.
Qualified staff were spending a significant portion of each day triaging messages. By asking the right questions and gathering the right information, we automated the triage process. The solution ensured messages were either automatically routed to the appropriate service, held over for further investigation, or archived as potential spam. The solution was tested and refined over the coming weeks.
This is a great example of how the simple use of data can have a big impact, saving valuable time & money, not to mention no longer having to work through a task that no-one enjoyed. The team were so pleased.
#AdultSocialCare #Safeguarding #ProcessImprovement #TimeSaving