South Tyneside and Sunderland NHS Foundation Trust is leading the way in digital transformation with its use of Robotic Process Automation (RPA) – software robots known as digital workers – to streamline patient referrals and appointment bookings.
Handling over 136,000 referrals annually, the Trust’s digital workers have saved more than 8,000 staff hours, reduced referral processing times from 10 to 4 minutes, and ensured most referrals are reviewed within 24–48 hours. This includes prioritising suspected cancer cases and booking patients for Lung Cancer Screening, with around 2,000 appointments made monthly.
The initiative has improved staff morale, reduced administrative burden, and enhanced patient access to care – without replacing any NHS jobs. Instead, it allows staff to focus on more meaningful tasks like patient engagement.
The project earned a Regional All-Star title in the Rising Star category at the SS&C Blue Prism Customer Excellence Awards 2025, recognising its impact and innovation.
Leaders like Michael Forrest, Helen Bone, and Vicky Mitchell praised the programme’s success and confirmed plans to expand automation across outpatient services.
