Transforming Referral Management & Patient Access

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Transforming Referral Management and Patient Access at CHCP with SystmOne & SystmConnect

City Health Care Partnership CIC (CHCP) is a large, independent, not-for-profit social enterprise delivering over 50 NHS and care services to more than half a million people across Hull, the East Riding of Yorkshire, and Merseyside. With over 2,000 staff, CHCP is committed to providing high-quality, innovative, community-based healthcare that empowers both patients and professionals.

As demand for services grows and referral volumes rise, CHCP recognised the need to streamline how care is accessed and coordinated. The existing mix of referral routes created administrative complexity, delays, and a fragmented experience for patients. To address this, CHCP turned to TPP’s SystmOne and SystmConnect – a fully integrated digital platform that has transformed the way referrals and appointments are managed across multiple services.

The Challenge

CHCP receives thousands of referrals each year, many via phone or email. While offering multiple access routes improves availability, it also introduced:

  • Administrative overload
  • Risk of errors during data entry and triage
  • Delays in care coordination and appointment scheduling

HCP set out to streamline its processes while improving the experience for both patients and staff.

The Solution: SystmConnect + Appointment Invitations

By implementing SystmConnect, CHCP introduced:

  • Self-referral for patients via a secure, user-friendly online platform
  • Self-booking through the Appointment Invitations tool in SystmOne
  • Seamless integration with clinical systems for automated data flow
  • Faster, more accurate triage and scheduling

This digital-first approach allows patients to submit referrals and book appointments themselves, removing the need for lengthy calls or back-and-forth communication.

Why SystmConnect?

  • Fully integrated: Built directly into the SystmOne ecosystem – no third-party tools required
  • Automation built-in: Smart workflows reduce admin workload and support rapid triage
  • Patient-led: Enables patients to take control of their care with flexible booking options
  • Accurate and complete data: No manual data transfer = fewer errors, faster decisions
  • Scalable and adaptable: Supports multiple services and referral sources, including carers and professionals

The Impact on CHCP’s Podiatry Service

In just 6 weeks:

  • Over 100 digital referrals were processed via SystmConnect
  • The majority were triaged on the same day they were received
  • Nearly all patients booked their own appointments digitally
  • Staff reported significant time savings and less manual follow-up

What Patients & Staff Are Saying

Patients:

  • Described the process as “very easy to use” in feedback surveys
  • Reported no issues navigating the platform
  • Appreciated the ability to manage appointments around their own schedules

Staff:

  • Found the referral and triage process faster and more reliable
  • Preferred the system over previous telephone or email methods
  • Praised the quality of patient-submitted information and the reduction in back-and-forth calls

Tangible Benefits

For Patients:

  • Quicker access to care
  • Ability to refer and book anytime, from anywhere
  • A smoother, more flexible experience

For Staff:

  • Reduced admin workload
  • Faster triage and processing
  • More time to focus on clinical decision-making

For the Organisation:

  • Improved data quality and auditability
  • Fewer missed appointments
  • Supports future service expansion and digital transformation

Scaling Success Across CHCP

What started in the Podiatry service is now being rolled out to additional services within CHCP. As more teams adopt the system;

  • Over 30 staff members have already benefitted
  • Expansion is underway to reach hundreds of staff across CHCP
  • New automation templates and messaging protocols are being developed to further streamline workflows

SystmOne and SystmConnect have delivered measurable improvements in access, efficiency, and user satisfaction at CHCP. By placing control back into the hands of patients and removing friction for staff, this integrated solution is reshaping how referrals and appointments are managed – setting a new standard for community care.