Stop managing the backlog – redesign it: the intelligent patient services hub in action
This speaker session will explore the evolution of the Intelligent Patient Services Hub, demonstrating how a model first proven at Medway has been scaled into a system‑wide solution that transforms patient access, experience and operational performance. Through real‑world examples from United Lincolnshire and partner trusts, the session will show how AI, automation and modern contact‑centre technology are enabling faster, more proactive waitlist management, reducing DNAs, and improving communication with patients at scale. Building on the shift from local public service innovation into mainstream health delivery, the session will outline how the Hub now supports an entire geographical footprint and is being extended into community and primary care settings. Speakers Daren Fradgley and Anne-Louise Schokker will share how these digitally‑enabled models are reducing friction for clinical teams, releasing staff time, and helping systems deliver against national priorities including elective recovery, maternity and mental health. Designed for senior leaders, the session will provide clear insight into the conditions for successful scaling, the digital foundations required, and the future ambition for system‑wide, patient‑centred coordination.
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