Healthcare
Pellam Clinics
Pellam Clinics cleared a 900-referral backlog in six weeks
A regional outpatient group standardised referral intake across 11 clinics and made every referral traceable from receipt to appointment.
6 weeks
To clear a 900-referral backlog
−33%
Intake cycle time
01 — The challenge
Referrals arrived by email, fax and portal, and each of Pellam’s 11 clinics triaged them differently. A backlog of 900 referrals had built up, and the audit trail lived in individual inboxes.
02 — The solution
Pellam built one intake workflow with clinic-specific triage rules, a clinical review step and automatic reminders to referrers when information was missing.
Single intake for all channels
Clinical review with delegated approvals
Audit log export for governance reviews
03 — The results
The backlog was cleared in six weeks and intake cycle time fell by a third. At the year-end governance review, every referral could be traced end to end.
Our clinicians stopped being the people who chase paperwork. The process does that now, and it writes everything down.
Dr Hannah Osei
Clinical Operations Lead, Pellam Clinics
Pellam Clinics — Doctor typing on keyboard with stethoscope nearby
Pellam Clinics — a doctor and a patient looking at a tablet
