Healthcare Use Cases

Practical healthcare use‑cases across patient engagement, operational efficiency, case/incident handling, workforce enablement, legacy modernisation and embedded intelligence – delivered end‑to‑end on Liberty.

NHS trusts face relentless pressure

Rising demand, workforce shortages and the need to cut waiting times – all while meeting strict safety, accessibility and data standards.

Start with proven patient engagement tools – appointment management, digital letters, reminders – and scale to any process across the trust or ICS. Build new services fast, integrate with PAS/EPR and national systems and keep every step auditable.

Digital-first journeys

Patients expect clear, digital-first journeys that work for everyone.

Visibility & control

Boards need visibility and control.

Common needs and pressures

Reduce DNA (Did Not Attend) rates and improve clinic utilisation

Enable digital-first engagement without excluding vulnerable patients

Cut admin burden on clinical and booking teams

Meet NHS accessibility, Information Governance and safety standards

Integrate with PAS, EPR, and national services without disruption

What does Liberty do for healthcare?

Connected patient experience

Give patients simple, accessible ways to manage care – with clean hand‑off to people when needed.

Appointment management and reminders

Patients book, confirm or reschedule online. Automated reminders reduce DNAs. Accessible formats support all users.

Digital letters and notifications

Replace print with secure digital letters and SMS/email alerts. Reduce cost and speed up communication.

Pre‑op and pre‑assessment flows

Collect health questionnaires and consent digitally, flag risks early and escalate exceptions to clinical teams.

Contact centre modernisation

Voice, chat, email and SMS in one desktop. Assistants deflect routine queries, AI routing prioritises urgent or vulnerable cases.

Operational efficiency and process automation

Free staff from repetitive admin and join up systems so work flows automatically and exceptions stand out.

Clinic and theatre scheduling

Automate slot allocation and waiting‑list housekeeping. Integrate with PAS/EPR. Surface exceptions for review.

Referral and triage admin automation (e‑RS / A&G)

Digitise acknowledgements, completeness checks, clinical routing and feedback. Clean PTL. Fewer inboxes and spreadsheets.

Document and image intelligence at intake

Classify, extract and validate from PDFs/photos (referrals, ID checks). Cut rekeying.

Batch and file integrations (when APIs aren’t available)

Managed schedules, validation and exception queues for legacy feeds – visible and reliable.

Patient reimbursement and cost recovery (where applicable)

HTCS travel refunds, overseas visitor charging and private patient adjustments with full audit and accessible comms.

Case, incident and exception management

Structured workflows for requests, incidents, approvals and escalations – with SLAs and audit built in.

Waiting List Validation

Capture patient responses digitally, auto‑update PAS and escalate non‑responders for follow‑up.

Complaints and Patient Advice & Liaison Service (PALS)

Multichannel intake with sentiment tagging – track investigations, approvals and remedies.

Serious incident reporting

Mobile/web capture with evidence upload – route to governance teams, track actions and learning.

Freedom of information and subject access requests

Clock management, redactions and response packs with full audit.

Workforce enablement

Give booking teams, clinicians and managers the tools to work fast and do the right thing first time.

Unified agent desktop

Handle calls, chats and emails in one screen. Rebook appointments, trigger letters, update cases without tab‑hopping.

Clinician and admin dashboards

Role‑based views for waiting lists, DNAs and risk flags. One‑click actions to rebalance workloads.

Mobile apps for field and community teams

Guided checklists, evidence capture and offline capability for home visits and outreach.

Supervisor command centre

Live SLA/queue views, risk hotspots and capacity indicators. Auto‑sample for QA.

Legacy extension and modernisation

Extend what you’ve got, replace what you must – without big bang risk.

Wrap and extend PAS/EPR

Expose only what teams need via role‑based apps and APIs, add missing processes without heavy customisation.

Replace spreadsheets and shared inboxes

Move ad‑hoc trackers into governed workflows with SLAs and audit.

Unified patient and case view

Stitch together engagement, clinical and admin data so anyone can see history, decisions and next actions in seconds.

Embedded intelligence and decisioning

Use AI where it helps – inside the workflow for safer, faster decisions.

Did not attend (DNA) risk prediction

Forecast which patients are likely to miss appointments, trigger reminders or customise outreach.

Demand forecasting and capacity planning

Predict peaks for clinics and theatres, feed WFM and proactive comms.

Next‑best action for patient support

Suggest compliant steps for follow‑up, escalation or alternative pathways.

Sentiment and intent analysis

Classify inbound messages to prioritise urgent or sensitive cases.

The Liberty platform enables composable elements to be created and adapted to deliver the capabilities to support these use cases. Find out more: