Clinical operations · 24/7 service
Providing a live view of clinical queues
A clinical contact centre needed one consistent view of waiting demand, active work and pressure across its queues.
The reporting need
What the organisation needed to understand.
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.
Cases could move between teams, change priority, leave and return. Team leaders were relying on manual checks to understand what was waiting and where pressure was building.
Work undertaken
How the reporting requirement was addressed.
- 01
Agreed what the service needed to see: current waiting demand, active work, priorities, elapsed time and the longest waits.
- 02
Reconstructed the history of each queue placement so that movements and current states could be represented consistently.
- 03
Delivered a near-live operational wallboard, with the detail needed to move from service-wide pressure to individual cases.
Operational use
Continuous operational use
- A shared view replaced repeated manual checks across operational teams.
- Leaders could see emerging pressure and the longest waits in one place.
- The same consistent account supported wider flow and performance reporting.
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