Improving patient flow with mental health triage
Coventry and Warwickshire Partnership NHS Trust effectively reduced its mental health referral backlog through a specialised triage service developed in partnership with Xyla, part of Acacium Group.
Highlights
- 24,000+ referrals processed in 10 months, reducing backlog and accelerating access to care
- 11,800+ referrals directed to the right service first-time, easing pressure on clinical teams
- Flexible model introduced, enabling service to scale despite on-site capacity limitations
The challenge
An influx of mental health referrals caused a backlog for Coventry and Warwickshire Partnership NHS Trust. Referrals were sent directly to each specialist mental health team from primary care, which meant, in some cases, they were not effectively prioritised or directed to the right department. This drained clinicians’ time, further delaying diagnosis and treatment for people experiencing mental health challenges.
While the Trust knew they needed a system to triage referrals, they didn’t have the time or resources to recruit and train a team to address the backlog. Having previously faced challenges with an outsourced provider, the Trust wanted reassurance that any new partner could deliver a high-quality, integrated service.
Why Xyla
Coventry and Warwickshire Partnership NHS Trust engaged Xyla to understand how a bespoke mental health triage service could provide a long-term solution. As part of Acacium Group, the UK’s leading healthcare delivery partner, Xyla has access to the largest flexible healthcare workforce, ensuring rapid deployment of experienced staff without adding recruitment strain on the Trust.
Xyla has proven success in delivering critical mental health and neurodevelopmental services across various specialisms, including supported discharge and ADHD and autism assessment. Overcoming their outsourcing reservations, Coventry and Warwickshire Partnership NHS Trust agreed to work with Xyla, who would design a tailored service to address their mental health backlog.
The solution
To establish a robust and sustainable triage service, Xyla developed a comprehensive solution combining specialist staffing, operational expertise and technology.
Initial pilot phase
Working closely with the Trust, Xyla designed and implemented a pilot programme to demonstrate service capability and build confidence. This fully managed service allowed the Trust to maintain focus on clinical delivery while Xyla handled end-to-end service implementation and management.
Specialist team structure
Xyla assembled a dedicated triage team comprising:
- Experienced Healthcare Assistants (HCAs) for frontline triage
- A Band 6 nurse providing clinical oversight and quality assurance
- Direct liaison with the Trust’s Band 7 clinician to ensure seamless integration
- Additional remote HCAs to enhance capacity without estate pressure
Operational delivery
The service operated seven days a week, with the team managing a defined daily referral quota. Each referral underwent a thorough assessment to determine the most appropriate specialist mental health pathway, ensuring efficient patient flow and reduced clinical burden on specialist teams.
Robust clinical governance
As a CQC registered provider, Xyla delivered comprehensive clinical governance throughout the service. Our dedicated Clinical Governance Board provided oversight and assurance, ensuring adherence to best practice and patient safety standards. This included:
- Regular clinical audits and service reviews
- Structured supervision and support for clinical staff
- Clear escalation pathways and risk management protocols
- Integration with Trust clinical frameworks
- Continuous professional development for all team members
Impact
Reduced backlog through optimised service development
Xyla’s specialist triage team significantly impacted the Trust’s referral backlog, processing over 24,000 referrals within 10 months, with over 11,800 successfully signposted to the appropriate service first-time. This high-volume service delivery supported Coventry and Warwickshire Partnership NHS Trust in reducing the backlog and enabled clinical teams to focus on providing specialist care rather than managing referrals. Through this dedicated triage approach, Xyla established a sustainable solution to prevent future backlog accumulation while maintaining consistent quality standards.
Flexible service to meet changing demands
Xyla’s ability to adapt our service model to the Trust’s specific needs proved crucial for long-term success. When estate limitations threatened to constrain the service’s growth, Xyla rapidly implemented a flexible working model. The service was delivered by a combination of full-time and agency clinicians, allowing the service to scale without requiring additional physical space. This adaptable approach meant staffing levels could be adjusted according to demand fluctuations, with the service delivery peaking at over 3,000 referrals managed in a single month.
Improved patient experience
Through our specialised triage approach, patients received more comprehensive and timely access to mental health support. Our dedicated team delivered efficient yet thorough assessments, spending an average of 42 minutes per referral while completing 12 referrals per day across the 10-month period. This careful balance of quality and efficiency ensured each referral was directed to the most appropriate service the first time. The streamlined process meant patients could begin their treatment journey sooner, reducing the risk of deteriorating mental health while waiting for assessment. By providing a single, clear point of contact for referrals, the patient journey was simplified and improved communication throughout the assessment process.
If your organisation is facing mental health referral backlog we can support through through a specialised triage service developed in partnership with Xyla, part of Acacium Group, get in touch.
