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Improving patient flow with mental health triage
An NHS Trust effectively reduced its mental health referral backlog through a specialised triage service developed in partnership with Xyla.
Highlights
24,000+ referrals processed in 10 months.
11,800+ referrals directed to the right service first-time.
Flexible scalable model to overcome onsite capacity restrictions.
The challenge
An influx of mental health referrals caused a backlog for the Trust. Referrals were sent directly to each specialist mental health team from primary care, which meant, in some cases, they were not effectively prioritised or directed to the right department. This drained clinicians’ time, further delaying diagnosis and treatment for people experiencing mental health challenges.
While the Trust knew they needed a system to triage referrals, they didn’t have the time or resources to recruit and train a team to address the backlog. Having previously faced challenges with an outsourced provider, the Trust wanted reassurance that any new partner could deliver a high-quality, integrated service.
Why Xyla
As part of Acacium Group, Xyla has access to the largest flexible healthcare workforce, ensuring rapid deployment of experienced staff without adding recruitment strain on the Trust. With a proven track record in delivering critical mental health and neurodevelopmental services, including supported discharge and ADHD and autism assessments, Xyla overcame the Trust’s previous outsourcing reservations.
The solution
Collaborating closely with the Trust, a pilot programme was developed and launched to showcase service capability and build confidence. This fully managed approach enabled the Trust to concentrate on clinical delivery while Xyla took care of the entire service implementation and management process.
A dedicated triage team was assembled comprising:
- Experienced healthcare assistants (HCAs) for frontline triage.
- A Band 6 nurse providing clinical oversight and quality assurance.
- Direct liaison with the Trust’s Band 7 clinician to ensure seamless integration.
- Additional remote HCAs to enhance capacity without estate pressure.
The service operated seven days a week, with the team managing a defined daily referral quota. Each referral underwent a thorough assessment to determine the most appropriate specialist mental health pathway, ensuring efficient patient flow and reduced clinical burden on specialist teams.
As a registered provider, comprehensive clinical governance was delivered throughout the service. A dedicated Clinical Governance Board provided oversight and assurance, ensuring adherence to best practice and patient safety standards. This included:
- Regular clinical audits and service reviews.
- Structured supervision and support for clinical staff.
- Clear escalation pathways and risk management protocols.
- Integration with Trust clinical frameworks.
- Continuous professional development for all team members.
Impact
The specialist triage team processed over 24,000 referrals in 10 months, with 11,800 successfully signposted to the appropriate service first-time. This high-volume service delivery reduced the backlog and allowed clinical teams to focus on specialist care rather than managing referrals. The dedicated triage approach established a sustainable solution to prevent future backlog accumulation while maintaining quality standards.
Adapting the service model to the Trust’s needs proved crucial for long-term success. When estate limitations threatened growth, a flexible working model was rapidly implemented. The service was delivered by a combination of full-time and agency clinicians, allowing it to scale without requiring additional physical space. Staffing levels were adjusted according to demand fluctuations, with service delivery peaking at over 3,000 referrals managed in a single month.
Patients received more comprehensive and timely access to mental health support through the specialised triage approach. The dedicated team delivered efficient yet thorough assessments, spending an average of 42 minutes per referral while completing 12 referrals per day. This balance of quality and efficiency ensured each referral was directed to the most appropriate service the first time. The streamlined process meant patients could begin their treatment journey sooner, reducing the risk of deteriorating mental health while waiting for assessment. By providing a single, clear point of contact for referrals, the patient journey was simplified and communication improved throughout the assessment process.
Improve access to mental health triage services
To learn more about how Xyla’s specialised triage service can help your organisation reduce referral backlogs and improve patient flow, get in touch with our team
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