New ED Streaming and Redirection tool enhances patient experiences at UHD

Patients arriving at the Emergency Departments (EDs) and Urgent Treatment Centres (UTCs) at the Royal Bournemouth Hospital (RBH) and Poole Hospital will benefit from an innovative NHS Streaming and Redirection (S and R) tool designed to improve patient flow and reduce waiting times.

This tool, which is clinically validated, guides patients through a series of questions and performs a clinical assessment using an NHS algorithm. Based on the results, the system assigns an acuity score and one of four possible outcomes. These could be:

• A booked appointment in the ED

• A scheduled appointment with a GP or primary care practitioner

• A review by an initial assessment nurse for further clinical judgment

• Redirection away from the ED (not yet in operation, currently under validation)

Bruce Hopkins, ED Matron explained, “This approach allows us to manage demand more effectively. For example, patients who are booked into later appointments can leave the department and return at a designated time, often within 90 minutes, rather than spending hours in the waiting room. This improves their experience and helps staff manage patient flow more predictably.”

Early results show encouraging signs. Speaking at midday on the day of launch at RBH, Bruce said, “We’ve been live since 9:30 this morning, and already around 60 patients have used the tool. Ordinarily, we might expect only a couple of booked appointments by now. Today, we’ve had more than 20.”

Patients have responded positively. One patient commented, “That was really efficient service.” After using the tool, she was given a prompt appointment, went for a coffee nearby, and was seen and discharged within half an hour of returning.

The tool was launched at RBH on 4 June and launches at Poole Hospital on 11 June. RBH currently has four devices in use, with two additional lower-height, accessible models. Both hospitals will also offer assistance to patients through the reception team to help them use the tool effectively.

It is important to note that it is not a substitute for seeing a GP.

The Trust will continue to monitor and refine the service as more patients use the tool in the coming weeks.

Watch this video to hear from our team as they explain how the tool enhances patient flow and reduces wait times.