Automating pediatric NHS referrals with "Ada"

Streamlining pediatric referral processing

Handling pediatric referrals was a time-consuming and error-prone process at CCS NHS Trust. Each referral required approximately 40 minutes of manual data extraction and entry into downstream systems. This not only placed a significant administrative burden on staff but also led to delays in patient care and a higher risk of errors, with an estimated 10% error rate. The repetitive nature of the task contributed to staff stress and dissatisfaction, highlighting the need for a more efficient solution.

Implementing "Ada" – a digital worker

In collaboration with UiPath and NHS Shared Business Services, CCS NHS Trust introduced "Ada," a digital worker designed to automate the pediatric referral process. Launched in April 2025, Ada utilizes intelligent automation to "read" incoming referrals from GPs and other professionals, automatically extracting and inputting data into the Trust's systems. This automation ensures standardized referral handling and compliance with established protocols.

The team see Ada as part of the workforce. She has a backstory, and she’s been welcomed with open arms.

Mark Crannage • Associate Director, Business, Information, and Digital Systems, Cambridgeshire Community Services NHS Trust

Outcomes and benefits

With the implementation of Ada, the referral process has seen significant improvements across multiple areas. Processing time has been reduced dramatically, dropping from 40 minutes to less than five minutes per referral. This enhancement in efficiency translates to a monthly saving of approximately 116 staff hours. Additionally, the accuracy of the process has improved, with the error rate decreasing from around 10% to less than 1%. Referral acknowledgments are now sent within 12 hours, a considerable improvement from the previous 48-hour timeframe. These collective advancements have led to an estimated annual cost saving of approximately £16,000 for the Trust.

NHS SBS and UiPath have been brilliant. They’ve listened to us, they’ve bought into the concept. We see the team as part of our team, not a third party. I can’t tell you how much of a positive impact that has.

Mark Crannage • Associate Director, Business, Information, and Digital Systems, Cambridgeshire Community Services NHS Trust

Looking ahead

The success of Ada has opened avenues for further automations within CCS NHS Trust. The Trust is exploring additional processes that can benefit from automation, aiming to enhance efficiency, reduce administrative burdens, and improve patient care across various departments.

As part of this ongoing effort, the Trust is currently in User Acceptance Testing (UAT) with three administrative processes for their dental service and has an automation roadmap in place. Additionally, they’re looking to explore and understand the art of the possible with agentic AI, further expanding the potential of automation within the Trust.

Already got plans for lunch on 2 July? Join us and Mark Crannage, Associate Director of Business, Information and Digital Systems at CCS NHS Trust, as he shares how “Ada” is making pediatric referrals a breeze.