Understand the service
Clarify the operational question, review how demand moves through the service and agree definitions with the people who use them.
Maple Leaf Intelligence
Intelligent reporting for NHS operations.
Maple Leaf Intelligence develops operational reporting focused on demand, flow, capacity and performance. The work begins with how the service operates and how the information will be used.
DemandQueues & flowCapacity & workforcePerformanceDecision support
What Maple Leaf does
Reporting shaped around operational requirements.
We combine operational understanding, analysis and reporting with strong technical capability, so that the underlying data is dependable and the resulting reports are clear and useful in operational practice.
Develop consistent reporting
Bring operational information together into a consistent account of demand, queues, activity, capacity and performance.
Support operational use
Deliver reporting that can support routine oversight, performance review and service improvement, with definitions and limitations kept visible.
Operational reporting
A clear view of performance and variation.
Reporting brings measures, trends and supporting detail together so that the operational position can be reviewed consistently.
The questions behind the work
Reporting organised around operational questions.
This is particularly relevant where the information is spread across systems, reports or operational definitions.
- 01
Where is demand arriving, and how is it changing?
- 02
Where are queues, delays or hand-off problems forming?
- 03
Does available capacity match the pressure on the service?
- 04
Which performance measures can leaders rely on?
- 05
How is demand moving through pathways and teams?
- 06
What evidence is needed before changing the service?
Selected case studies
Examples of reporting in operational use.
Each study summarises the organisation's reporting need, the work undertaken and how the resulting reporting was used.
01
Providing a live view of clinical queues
Reporting need
The organisation's case-management system recorded thousands of individual movements and actions, but did not provide a stable account of each period a case spent in a queue.
Work undertaken
Agreed what the service needed to see: current waiting demand, active work, priorities, elapsed time and the longest waits.
Operational use
A shared view replaced repeated manual checks across operational teams.
Continuous operational useRead case study
02
Building one account of calls, service and workforce activity
Reporting need
Call and workforce information was spread across low-level platform records and externally produced outputs. Measures were difficult to reconcile and operational questions often required separate analysis.
Work undertaken
Started with the service questions: when demand arrived, what happened to each call and how workload related to available staff.
Operational use
All telephony and agent reporting moved to one governed source.
2.5m calls represented annuallyRead case study
03
Defining an operational waiting-time measure
Reporting need
Several timestamps could plausibly mark the start or end of a wait. Cases could also move between levels, leave and return, or follow different routes into assessment.
Work undertaken
Mapped the operational journey and agreed the event that best represented the start and end of the wait.
Operational use
The reporting provided one transparent and repeatable waiting-time measure.
One documented definitionRead case study
The studies are anonymised to protect confidential operational and organisational information.
How Maple Leaf works
A typical reporting engagement.
Scope
Agree the operational question and the intended use of the reporting.
Understand
Review how the service works, where the information comes from and how terms are used.
Develop
Create the reporting and test it with the people who understand the operation.
Hand over
Document definitions and support routine use and maintenance.
Operational context
Questions and definitions are based on how the service works.
Transparent definitions
Assumptions, limitations and unusual cases stay visible.
Maintainable reporting
Documentation and ownership are considered as part of delivery.
Contact
Reporting enquiries.
An initial email can simply outline the service area, the reporting question, the information currently available and any relevant timescale.
enquiry@mapleintel.uk