Continuing Healthcare Workflow Software: CHC2DST to underpin service transformation (#2875)

Idea Description
Supplementary Information
Innovation 'Elevator Pitch':
Currently Continuing Healthcare Assessments are often paper and phone based, involving multi-disciplinary teams across different organisational silos. Our intuitive Continuing Healthcare tool transforms the CHC & DST process for safe and better care.
Overview of Innovation:
The current process of Continuing Healthcare Assessments is often paper and phone-based and involves the co-ordination of multi-disciplinary teams across different organisational silos.

A lack of transparency in the assessment process can lead to unnecessary delays. One team’s uncompleted task can halt the entire process; whether it be because of admin delays on missing paperwork, incomplete assessment information or delays in communication.

Delays, lack of progress and poor visibility cause considerable distress to patients and their families as they wait for funding assessment, decision and care provision.

NHS England has introduced new quarterly CHC reporting in order for CCGs to monitor performance as many fail to achieve the National Standard turnaround of more than 80% of eligibility decisions within 28 days. On the reward side, NHS England has made the annual achievement of the National Standards for CHC subject to a valuable Quality Premium.

Continuing Healthcare assessment transformation starts right here.

CHC2DST eliminates paper from the Continuing Healthcare assessment process. It provides a single point of entry for assessments into your organisation. From Day 1 you begin to control the CHC workload and workflow, rather than the other way around. Through the elimination of paper and the automation of communications between process stakeholders, CHC2DST provides CHC leaders with the transparency they require to improve their service levels.

CHC2DST increases the productivity of stakeholders within the CHC assessment process, reducing time spent on low-value admin tasks and allowing them to focus their time, knowledge and skills to drive improvements and generate value into other Continuing Healthcare areas.

With CHC2DST user organisations are able to configure the solution to the assessments, permissions and workflows that suit their local situation.

Benefits of CHC2DST
  • Improve the assessment services to patients and carers and staff
  • Improve communication across stakeholders
  • Improve decision making speed and accuracy
  • Reduce Delayed Transfers of Care numbers
  • Improve work allocation and follow-up scheduling
  • Improve accuracy and retrieval of completed CHC Checklist and DST
  • Reduce legal appeals through better record keeping
  • Reduce processing costs by eliminating inefficiencies
Stage of Development:
Market ready and adopted - Fully proven, commercially deployable, market ready and already adopted in some areas (in a different region or sector)
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Overview summary:
Continuing Healthcare is a complex multi stakeholder assessment and funding decision making process. It has been the subject of NHS improvement programmes, National Audit office scrutiny and patient group pressure which led Simon Stevens to make a commitment to Improve the service whilst reducing the cost to the NHS. We focused on developing a solution to improve efficiency and chc2dst was identified as one of ten high impact innovations in 2018. The solution was co-designed with the NHS.
Challenge identified and actions taken :
In late 2016 IEG4 ran an open event for NHS staff to come and discuss where improvements in efficiency through digital could make most impact. Two nurses were very clear that if we tackled the very inefficient process, paper and complex assessments for continuing healthcare we would improve the service for families and patients and dramatically improve the efficiency of the NHS workforce.
Continuing Healthcare improvement is also the focus of the NHS through a strategic improvement programme and a Quality premium payment scheme for CCG’s.

We took on the challenge and with the support of the Cheshire and Wirral Continuing healthcare team developed an end to end digital referral, assessment, workflow and decisions software solution.

Over an 8-month period the software was developed as part of an “agile” project to the stage we had an operational solution which the NHS in Cheshire and Wirral implemented.

Dramatic improvements in quality and performance have shown through with the Cheshire and Wirral CCG’s achieving NHSE targets. The solution is now market ready for rapid adoption across the whole of England to deliver widespread benefits.
Impacts / outcomes: 
Tracey Cole - the Head of CHC in Cheshire has presented at events with the NHS England SIP team with the following messages from utilising our solution.  These will be presented again at the Kings Fund Digital Health and Care conference in July 2018.
  • Single point of entry of referrals into the process offers control and transparency over the work load
  • Improved quality of assessments received – particularly checklists being digital
  • Reduced volume of cases by better and quicker assessment and education of referrers at the checklist stage
  • Reduced paper and postage costs
  • Reduced admin time for the operations team
  • Reduced admin time spent by clinical team – quicker completion of DST’s
  • Better allocation of positive checklists to the clinical leads
  • Automation of communications across stakeholders reduces delay
  • Improved morale in the team – people doing a better job
  • Improved delivery of 28-day standard
  • Digital checklist supporting discharge to assess to achieve the 15% standard
  • Full transparency of patient progress through the CHC system
Cheshire and Wirral CCG’s performance against an 80% target has improved from 66% to 82% during the period of implementing chc2dst.
Which local or national clinical or policy priorities does this innovation address:
Strategic Improvement Programme for Continuing Healthcare, Paperless 2020 as part of the 5YFV, Quality Premium scheme for CCG’s
Supporting quote for the innovation from key stakeholders:
Reviewers for the NHSE software applications assessment:

“A much-needed system for improving efficiencies in the CHC process”
“A high-scoring, eminently usable system that greatly impressed all three of our assessors in terms especially of clinical efficacy, safety, security and privacy”
Plans for the future:
Collaboration with AHSN’s and STP organisations to deliver the innovation across the NHS and build the digital solution for CHC and Complex care.
Tips for adoption:
The adoption process is very straightforward – One demonstration to frontline CHC staff and administrators, arrange a site visit to see the software in action, deploy an “instance” of the software into a test environment, configure the users and release the software to a live environment. Ongoing operational support from a Superuser/admin lead.
Contact for further information:
Charles MacKinnon
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Innovation 'Elevator Pitch':
The Zesty patient portal is simple to use, designed for mobile devices first and very cost effective. Patients love to use it, with adoption rates by specialty of more than 50%.
Overview of Innovation:
At Zesty we've been working hard with a group of NHS trusts to digitally transform outpatient appointment management.

Our patient portal has been built from the ground up with appointment management as its core function, ensuring a secure, robust and friction free patient experience. We deliver significant cost savings and overall efficiency gains via -
  • Full EPR integration – our system is read & write enabled.
  • A best in class user experience – support for all devices with a strong focus on smartphone.
  • Complex workflow management support, including support for integrated reporting and other downstream process management.
  • Support for first appointment, follow ups, remote consultations and ERS.
  • e-Broadcast – fill cancelled slots with patients further down the waiting list.
  • Intelligent SMS and notification support.
  • N3 secure hosting and access.
  • Complete control of RTT target times and slot publishing rulesets, customisable by specialty.
Digital Letters 

The Zesty patient portal provides patients access to their letters instantly and give them the ability to ‘opt out’ of paper completely.
  • Seamless integration with your existing HL7 messaging or document management system.
  • Instant document view on any device – optimised for smartphones.
  • Support for all letter and document types.
  • Automated suppression of paper letters, for those patients who have opted to go paperless.
Real world savings
We're committed to driving both tangible cost reductions and incremental revenue via the use of our portal. We can support the business case process with independently verified cost saving data, based on the % of patients who use our portal. We target a minimum 3:1 ROI.

We enable savings via
  • Less phone calls
  • Less paper, stamps and associated fulfilment charges
  • Lower in person administrative support
  • More accurate patient pathway management
  • More accurate patient demographic data
We generate income via
  • Increased attendance rate (lower DNA's)
  • Enabling remote appointment management – at the new tariff rate
Zesty is live across 11 NHS Trusts, our flagship NHS Trust is Milton Keynes University Hospitals.
Stage of Development:
Market ready and adopted - Fully proven, commercially deployable, market ready and already adopted in some areas (in a different region or sector)
WMAHSN priorities and themes addressed: 
Digital health / Innovation and adoption / Person centred care
Benefit to NHS:
We don't measure success on paper based savings, we deliver actual, real world, cost reductions.
We're committed to driving both tangible cost reductions and incremental revenue via the use of our portal. We can support the business case process with independently verified cost saving data, based on the % of patients who use our portal. We target a minimum 3:1 ROI.
In addition to the significant benefits for patient experience, the main financial benefits being realised are :
  • Reduction in paper letters, stamps and fulfilment costs;
  • Reduction in administrative head count;
  • Lowering inbound call volumes and reducing time to answer calls;
  • Capacity and efficiency improvements around outpatient appointment slots;
  • Reduction in DNA’s;
  • Increase in perceived transparency surrounding medical record access.
Online Discussion Rating
5.50 (2 ratings)
Initial Review Rating
5.00 (2 ratings)
Benefit to WM population:
The Zesty patient portal supports the delivery of the Five Year Forward View at both a local and national level. Our portal completely supports the ability to deliver better health, better patient care and improved NHS efficiency.
Zesty understand Acute NHS Trusts face ongoing financial pressures, therefore they need to take action as soon as possible to ensure patients, their families and carers are empowered to take more control over their own care and treatment.
For example… 
Better Health– 
Improve access to secondary care, acute and outpatient services
Increasing the ability to support people in their own homes
Better Patient Care– 
use of digital technology for pre visit and post treatment. Enables care providers to deliver better care by capturing both clinical and non-clinical data from patients.
Providing digital solutions for self-care, virtual consultations and interoperability to increase patients’ access to information and reduce duplication and travel.
Improved NHS Efficiency– 
unlocking cash saving benefits 
  • Less phone calls
  • Less paper, stamps and associated fulfilment charges
  • Lower in person administrative support
  • More accurate patient pathway management
  • More accurate patient demographic data
Current and planned activity: 
Zesty are currently engaged in a number of direct conversations with NHS Trusts and via channel partners. We are planning to exhibit at and attend the main NHS focused conference and events in 2019.
What is the intellectual property status of your innovation?:
Zesty Ltd owns 100% of the IP for our products.
Return on Investment (£ Value): 
Very high
Return on Investment (Timescale): 
0-6 mon
Ease of scalability: 
Regional Scalability:
The Zesty portal could be scaled across WM once direct EPR/PAS integrations have been acheived.

Zesty has experience of scaling products regionally, for example in 2017 Zesty was part of the consortium that won the 9 Year Pan London Sexual Health Digital Transformation Programme.

The new service is the result of a unique collaboration of 29 London boroughs who commission sexual health services and has been developed following comprehensive consultations with patients and clinicians.
In addition to the significant benefits for patient experience, the main outcomes we focus on are :

* Reduction in paper letters, stamps and fulfilment costs
* Reduction in administrative head count
* Lowering inbound call volumes and reducing time to answer calls
* Capacity and efficiency improvements around outpatient appointment slots* Reduction in DNA’s
* Increase in perceived transparency surrounding medical record access
Adoption target:
Adoption rate targets are 30% of patients within 6 months.
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Innovation 'Elevator Pitch':
We work to reduce unplanned hospital admissions. Proactive Health Coaching helps patients to better control their health and thus reducing non-elective care. Engaged patients seek care at the right place, helping the NHS use its resources efficiently
Overview of Innovation:
Health Navigator is dedicated to improving patients’ lives through digitally supported health coaching at scale which is underpinned by robust scientific evidence.
Our forward strategy includes delivering an effortless patient experience and a focus on the development of a range of digitised services. To enable this, we are transforming the ways in which we deliver our services.

One of our services is Proactive Health Coaching (PHC). PHC is a telephone-based health management service that improves patient health and quality of life, while ensuring that healthcare resources are spent as efficiently as possible.
PHC provides non-medical patient support to help patients understand their chronic conditions, plan their care and navigate an often-complex healthcare system.
By identifying those likely to see future avoidable unplanned care, a coach is able to proactively support the patient. Support including helping to stabilise their condition, feel more confident in managing their conditions and navigating the often-complex health care system, thus reducing the risk of unplanned care.

Our model is evidence-based and grounded in scientific research, supported by several successful randomised trials. In summary PHC uses a patented combined approach of:

1) a complex risk predicting algorithm to forward predict on a daily basis, patients which are at high risk of a non-elective admissions
2) to then provide a programme of individualised care to those at high risk using our nurse led case management programme.

The unique combination of the two provides the outcomes summarised below.

The end goals are:

1) To improve patient outcomes and reduce healthcare utilisation
2) To deliver operational efficiencies across the whole health system by reducing demand and avoidable admissions
3) To deliver a significant cost saving

Our company has successfully delivered this service to over 33000 patients in Sweden where we also conducted a randomised control trial with 12000 patients which statistically showed a reduction in healthcare utilisation by 30-50%. These results were published in the EJEM in 2013 and 2015.

We are now conducting another RCT in the UK with The Nuffield Trust as the principal investigator to replicate the Swedish results. We have over 7 CCGS already working with us and two years’ worth of data is showing statistically significant reductions of 30% in non-elective admissions and 36% in A&E attendances in the intervention groups.
Stage of Development:
Market ready and adopted - Fully proven, commercially deployable, market ready and already adopted in some areas (in a different region or sector)
WMAHSN priorities and themes addressed: 
Wellness and prevention of illness / Innovation and adoption
Benefit to NHS:

The intervention is co-created and patient goal focused.
First we get to know the patient during a face-to-face meeting with a health coach where we review the challenges the patient faces, agree on some shared goals and make a plan for the future.
Over the next 6-9 months, the coach and patient have regular contact as the patient continues to make progress. Over time, the patient becomes more confident about managing their own condition and seeking the right care, at the right time.
By the end of their coaching program most patients feel confident to continue independently. By this time, the risk of seeking avoidable unplanned medical care has decreased significantly.
Proactive Health Coaching is being delivered together with various CCG partners in England and will be evaluated by the Nuffield Trust on a yearly basis.
By supporting patients with weekly coaching calls, the randomised control trial with NHS Vale and York CCG is already showing high levels of improved patient experience, a reduction in attendances at A&E and fewer admissions to hospital. Patients being supported by their health coaching intervention are also reporting more confidence in the management of their conditions.
From a recent NHS Confed case study (June 2017), results collated by NHS Vale of York CCG are currently being evaluated and published by the Nuffield Trust, an independent health charity. In this early assessment of the trial, this case study covers 183 patients, of which 121 patients have had the support of a health coach, has yielded savings per patient in the first year of the intervention of £1,034 less than the control group. This means that the service is already close to break-even in its first year, as it costs £1,200 per person for a two-year intervention.
Moreover, there are the associated operational benefits from taking activity out of the system. In particular, the intervention group has had 63% fewer non-elective admissions and 60% fewer A&E attendances. The number of bed days was 17% less than the control group. The results also provide evidence of relevance, spread and replicability, with the initiative being easy to replicate, even in financially challenged care economies.
Recent results show a statistical reduction of 30% and 36% in non-electives and A&E attendances respectively. Since 2010 the Proactive Health Coaching service has helped over 15,000 patients to achieve better health, with 90% reporting that their health coach has improved their quality of life.
Initial Review Rating
5.00 (1 ratings)
Benefit to WM population:
Proactive Health Coaching helps increasingly stressed health care systems.
We know that receiving the right care, at the right time is crucial to effective care, but navigating a highly complex health care system can often leave patients feeling overwhelmed or under treated, leading to repeated unplanned hospital visits or admissions. The stress on the system is apparent within emergency departments in the UK that are under increasing pressure as visitor numbers continue to rise.
But reports show that a lot of the health care we provide is avoidable. What’s more, the vast majority of resources end up funnelling to a small number of people. Health Navigator provides an evidence-based solution through non-medical, intensive, short-term coaching for patients with diverse and often complex health needs. Coaching results in reduced costs for this care heavy group and frees up much needed acute resources.
At Health Navigator, we have experienced nurses and AHPS working as health coaches who provide the support needed to understand health conditions, plan care, and enable patients to become more confident in managing their individual health needs.

The intervention is delivered in four phases.
Patient Identification: Identification through a predictive model to ensure the right intervention, to the right patients, at the right time.
Intervention: Non-clinical telephone-based intervention to empower the patient and improve ordinary care – so that avoidable care can be proactively prevented.
Evaluation / Monitoring: Continuous monitoring to ensure resource-efficient effort per patient.
Discharge: When patient is no longer in need of support a decision is jointly taken by patient and health coach to end contact.
Personal Health Coaching has the ability to significantly reduce avoidable healthcare consumption in the West Midlands, reducing costs and freeing up much needed acute resources. Latest results show a statistical reduction of 30% and 36% in non-electives and A&E attendances respectively. If scaled up across the West Midlands this could significantly reduce health inequalities, improve patient outcomes, reduce operational pressures whilst delivering a financial saving.
We are currently working with 3 CCG’s in the region and are seeking additional sites in the West Midlands to join our randomised control trial.

Current and planned activity: 
This is an exciting time for Health Navigator UK. We are encouraged by the progress we are making and are delighted to have secured a number of significant contracts to deliver new and innovative healthcare services in the UK.
Proactive Health Coaching is being delivered together with seven CCG partners in England and will be evaluated by the Nuffield Trust on a yearly basis. We are currently showing statistically significant reductions in the intervention group compared to the control of 30% in non electives and 36% in A&E attendances.
We are at the start of a significant growth phase but acknowledge we cannot do it alone and we are seeking additional sites in the West Midlands to work with.
If you would like to explore this opportunity please get in touch.
What is the intellectual property status of your innovation?:
Held by Health Navigator UK Ltd
Return on Investment (£ Value): 
Return on Investment (Timescale): 
1 year
Ease of scalability: 
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Innovation 'Elevator Pitch':
Our expert people and advanced health analytics reveal insights from complex data that enable health & care professionals working across the West Midlands to make better decisions for the patients and populations they serve.
Overview of Innovation:
Sollis and the world-renowned Johns Hopkins University have collaborated to produce a population health analytics platform that helps health & care professionals transform services for patients and populations.
Sollis Clarity and The Johns Hopkins  ACG ®System is a person-focused case-mix system that captures the multi-dimensional nature of an individual’s health. It considers the total disease experience of each patient, including the implications of co-occurring disease, encouraging a holistic view of the patient rather than the management of specific diseases or episodes.
Sollis Clarity supports:
  • Case Finding - Patient level risk stratification
  • Resource Management - Case-mix risk adjustment and benchmarking
  • Population Health Needs Assessment - Population level risk stratification
  • Fair Shares Budgeting - Capitated budget setting
Sollis Clarity delivers robust business analytics and data management to identify and analyse populations across the continuum of care to help health & care providers and commissioners get a precise understanding of patterns of mult-morbidity across populations and its relationship to utilisation, costs and outcomes.
Sollis Clarity delivers insights into the morbidity patterns of different populations, supporting population health management, service transformation, integrated care and, ultimately, better outcomes for patients.
Sollis Clarity goes beyond patient level risk stratification. Risk stratification at a population level helps the health economy — providers and commissioners — analyse and minimise the progression of diseases and the exacerbation of co-morbidities. When combined with the ACG System it is a comprehensive family of measurement tools designed to help explain and predict how healthcare resources are delivered and consumed.
Sollis Clarity provides the evidence base to support:
  • Planning and service re-design
  • Clinical decision making
  • Outcomes-based commissioning
  • Risk stratification and predictive modelling
  • Population profiling / segmentation
  • Case-mix adjusted benchmarking
  • Integrated multi-disciplinary care
To view Sollis - Nigel's Story - click here.
To view UK Healthcare data analytics for NHS CCGs - click here.
To view The Proactive Care at Brighton & Hove - click here.
To view Population Profiling at NHS Slough CCG - click here.
To view Using Data to Gain Greater Insight - click here.
Stage of Development:
Market ready and adopted - Fully proven, commercially deployable, market ready and already adopted in some areas (in a different region or sector)
WMAHSN priorities and themes addressed: 
Long term conditions: a whole system, person-centred approach / Wealth creation / Digital health
Benefit to NHS:
Population health analytics delivers an evidence base (insights from data) that supports large scale health & care service transformation. It is an essential component of any Population Health Management strategy and as such underpins the journey to a fully fledged Accountable Care System (ACS).

The Sollis Clarity health analytics platform is a modular system with mix-and-match components to help you achieve your healthcare analysis and commissioning/budgeting requirements.
Population health management helps Health & Care stakeholders identify and quantify the drivers and outcomes for addressing the needs of local populations.
Led by directors with decades of NHS experience, Sollis analytics software and professional services have been used to analyse data on nearly half the population of England. We believe patient-centred care strategies based on the needs of local populations provide the key to better population health management.
Sollis Clarity is helping several CCGs in the UK to implement new reporting and service planning initiatives.  To view examples of ‘Service Transformation: Stories from the CCG Frontline’ summarising how CCGs are using the insights provided by Clarity Patients and ACG® System analysis for service planning and transformation – click here.
The Sollis Clarity health analytics platform has two distinct but complementary solutions — Clarity Patients and Clarity Finance — address population health management and financial analysis respectively.
Clarity Patients, combined with the Johns Hopkins ACG® System, provides a comprehensive family of measurement tools that helps explain how healthcare resources are delivered and consumed. It supports new commissioning models such as Commissioning for Value, Outcomes Based Commissioning and Year‑of‑Care Commissioning. It delivers analytics that provide insights to support health & care interventions and innovation and it will help you track the success — or otherwise — of those innovations over time.
Clarity Finance provides contract management and activity costing with multiple tariffs, giving you business critical evidence on which to base commissioning decisions. It enables you to store and compare different versions of cost and volume type tariffs as well as non-activity tariffs, such as year of care or outcome based currencies, to give you insights on the most effective commissioning decisions.
Initial Review Rating
5.00 (1 ratings)
Benefit to WM population:
Knowledge of the risk profile of the region’s population (based around a population segmentation approach) will help Health & Care stakeholders across the West Midlands commission and deliver appropriate preventative services that will drive positive health outcomes for the 'at need' populations of the West Midlands. 

Through the innovative use of information technology to identify patients most in need of an intervention (impactable patient cohorts) Sollis Clarity helps to identify patients who could most benefit from earlier, better informed health care interventions.
The Sollis population health analytics platform allows the patient population to be risk assessed to provide timely, evidential data to all members of a Multi-Disciplinary Team (MDT), to include clinicians but not limnited to them. This enables MDT members to provide focused levels of care to specific groups of patients, reducing the risk of a patient’s condition worsening due to it being identified early so assisting MDT members in identifying and improving the care of at-risk patients.
Much can be achieved through the acquisition of primary care, secondary care, community care, mental health, prescribing and social care data. It can provide a rich understanding of how healthcare resources are delivered and consumed and by whom. Such analysis can aid an understanding of whether scarce resources are being deployed to those population groups in greatest need.
It is important that any population health analysis should focus not on single disease conditions, but on the burden of multi-morbidity observable in a local population.  Population health programmes that have the best chance of success will be those that demonstrate an understanding of the importance of multi-morbidity and its impact on the local health and care economy.
Using data to identify early healthcare interventions can provide significant benefits to patients, particularly those with long-term conditions. Providing the functionality to make real time decisions based on clinical evidence will improve outcomes for patients.
Sollis exist to help our customers deliver better patient outcomes, better patient experiences at an affordable cost and are wholly focused on the delivery of insights that will help deliver a sustainable and transformed health and care system in the West Midlands.
Current and planned activity: 
We are currently providing analytics support to thirty (30) plus Clinical Commissioning Groups (CCGs) nationally as well as nine hundred (900) plus GP practices and a number of NHS Vanguards, principally Multispecialty Community Providers (MCPs).

We would like to engage with health and care professionals involved in the development and evaluation of New Care Models throughout the West Midlands who want to use evidence based data to understand patterns of multi-morbidity and its relationship to utilisation, costs and outcomes. We are particularly interested in engaging with Sustainability & Transformation Paernerships (STPs) and emerging Accountable Care Systems (ACS).
What is the intellectual property status of your innovation?:
Sollis owns all Intellectual Property (IP) for the following software applications:
  • Sollis Clarity (Population Analytics Platform)
  • Sollis Clarity Patients
  • Sollis Clarity Finance
 Johns Hopkins Health Care (JHHC) owns all Intellectual Property (IP) for the following software:
  • ACG® System
  • ISO9001
  • IG Toolkit Certified
Return on Investment (£ Value): 
Return on Investment (Timescale): 
3 years +
Ease of scalability: 
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Innovation 'Elevator Pitch':
Sensely Ask NHS mobile app offering is a virtual nurse, Olivia, who guides the patient through clinical triaging or long term condition monitoring. Integrated and working with the NHS workforce. 
Overview of Innovation:
'Ask NHS' powered by Sensely provides patients and clinicians with improved access to NHS 111 and their local NHS services. Patients can talk through your symptoms in complete confidence with Nurse Olivia, a virtual nurse. If needed, Olivia she will arrange for a call back from a 111 Nurse to discuss symptoms further. Patients can also search NHS approved healthcare advice, schedule GP appointments and search opening times/locations of local healthcare services. It's the link for improving patient experience with Healthcare Providers and helping to cope with patient demand. Our key value proposition is to automate tasks for providers. We are Trusted , Empathetic, Personalised, Mobile First.

Sensely offers

- Mobile application platform that engages in natural conversations with patients.
- A clinician facing product which is data and process driven patient risk assessment.
- Direct Appointment Booking with GPs
- Service Locator (Integration with the NHS Directory of Services)
- Self Care Advice. Easily search through trusted NHS Choices healthcare advice and resources to gain a deeper understanding of conditions and treatments.
- Triage and Integration with Clinical Hubs (inc. NHS 111)
- Chronic Disease Management (CHF, COPD, Diabetes)

Olivia, our virtual nurse is connected with patients - 24/7 via their mobile device. She can help by answering their medical questions , measure their blood pressure, weight or glucose via blue tooth device, take a picture of their rash or swollen ankles and ask triage questions integrating with primary care services.

Olivia has been designed to embody the bedside manner of real healthcare professionals, and to be the clinician’s presence in patient’s life 24/7. Most importantly she does not only act as your virtual nurse - collecting vitals, scheduling appointments, offering health and wellness advice - she acts as your constant stream of accurate and clinically triaged information.

'Ask NHS' is powered by Sensely and delivered in collaboration with the NHS, NHS 111 and Odyssey by Advanced Healthcare. Visit to learn more.

For more information visit : or email us at
Stage of Development:
Close to market - Prototype near completion and final form may require additional validation/evaluation and all CE marking and regulatory requirements are in place
WMAHSN priorities and themes addressed: 
Mental Health: recovery, crisis and prevention / Long term conditions: a whole system, person-centred approach / Wellness and prevention of illness / Education, training and future workforce / Digital health / Innovation and adoption / Patient and medicines safety / Person centred care
Benefit to NHS:
Key Benefits

1) Saving the Clinician time. Pre Appointment Triage / Screening of patients, helping to prioritise those who need to be seen urgently - acting as admission avoidance tool. Sensely also offers the ability to directly book / cancel appointments into EMIS Web practices helping users to make an appointment when needed. Sensely supports CCGs achieve patient online programme initiatives through collaborative working we're providing the complete solution - one bundled app to navigate UK healthcare.

2) Improve health data. Using data captured through wearables. Sensely helps capture data and readings e.g blood pressure and weight measurements which can be subsequently filed to the GP patient record. Through the use of GPSoC APIs - data is recorded in a standard format using Readcodes ensuring high quality data capture and future analysis.

3) Using Sensely on smartphones provides clinicians with an ever-present clinical decision support tool that ensures they are providing patients with the best care plans.

4) Improved Patient Care - 24/7. Always available. Users can use the app to monitor their health and understand their body better. Subsequently, through Senselys integrated offering - the platform can alert a clinician when a patient who is being remotely monitored is flagged at being at risk. In the US - Sensely is used for supporting Chronic Care Management.

5) Improved efficiency to urgent care delivery. NHS 111 currently receives approx 30,000 calls per day. At an average of £13/call. This equates to £390,000 per day. Through the use of Sensely Artificial Nurse - we believe we can deal with a percentage of the self care queries / calls which are dealt with by a non clinical advisor (approx 20%) for which we could help save the NHS a potential of £78,000 per day.

6) Sensely interfaces with the Directory of Services which is utilised by NHS 111. Through the use of Service Locator - both clinicians and public can locate the right service at the right time. The tool ensures visibility of new services is transparent as possible to the right user. It is simple to use, accurate - always available tool where the content is locally administered by commissioning dos leads.
Initial Review Rating
4.20 (2 ratings)
Benefit to WM population:
To solve the health industry operational problems, we created is a mobile-first application platform that engages in natural conversations with patients to educate them, assess their medical conditions, answer their questions, and find the best possible sources of virtual assistance, telemedicine, or facility assistance. Our technology gives health providers and insurance companies the power to tailor unique customizable communication protocols and interaction workflows for each patient. The product offers the following capabilities:

1. Provides patients with a high quality “mobile virtual assistant” that proactively and reactively engages people in natural, personalized conversations and educational topics depending on their status, historical, and current issues.

2. Continuous monitoring of patients via mobile app

3. Connects patient/provider/payers with secure telemedicine and SMS platform

4. Delivers clinical, educational, and NHS/CCG information directly to the patient based on daily clinical picture, stage of treatment, claim progress, and immediate needs

5. Analyzes health data to calculate clinical improvement, compliance, readmission risk, and patient engagement.

6. Analyzes data-aggregates across disparate populations for the purposes of machine learning, disease prevention, risk/cost management, and clinical trials. Doctors and specialist use the information provides to optimize their team’s workflow around patients requiring immediate attention, while freeing up resources that would otherwise be allocated to less demanding cases.
Current and planned activity: 
Concept/Idea (No prototype, wireframes): Prescription Ordering

Working prototype developed (gathering feedback): Service Locator, Self Care, Direct Appointment Booking

Prototype with pilot users/clinical trials (test/validating): NHS 111 Odyssey Assessment integration with NHS 111, Medication Check

Prototype with paying customers: Patient Kiosk, Daily Check In

Fully developed product (paying customers, renewing contracts): Chronic Care Management
What is the intellectual property status of your innovation?:
The IP include 7 patent applications allowing us freedom to continuing to operate and innovate on our products and service lines by refining
our proprietary avatar conversation engine and clinical decision support system. The IP includes code, methods, and integrations defining the
conversation engine.
Return on Investment (£ Value): 
Return on Investment (Timescale): 
6-12 mon
Ease of scalability: 
Regulatory Approvals:
Please describe any current regulatory approvals you have achieved and how they were met/ in progress/planned.
Commercial information:
Please describe how the product/service is being developed commercially, whether in development, trials, pilot or full commercial delivery. Include the results you have from any market/demand surveys and forecasts . Please include any research you have on the broader commercial opportunity for the innovation both within the health sector nationally and internationally.
Investment activity:
Please describe what stage of investment you have reached and whether you are seeking additional rounds of investment. Please include cash investment as well as investment of soft assets such as access to specialist equipment, knowledge, trial base etc. and indicate the types/sources of your investment such as grants etc.
Regional Scalability:
Please describe how the innovation could be scaled across the WM region. Have you implemented at scale in any other regions?
What outcomes are you hoping to achieve and what are the measures that you will use to gauge the success of the innovation and how will these assessments be made? Please ensure that you have quality, safety, cost and people measures.
Adoption target:
What are the targets for adoption across the WM and what are the minimum viability levels?
Investment sought:
What investment are you looking for in order to support wider adoption of this innovation and what have you managed to secure to date? Please provide a breakdown of these costs if possible.
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