Challenge
- 4,000 registrations per year, largely processed manually from referral to screening.
- Clients wait unnecessarily long for a response, reminder or next step.
- Clinicians lose valuable time to manual coordination around screening.
Automation from referral to screening for a faster, smarter and more people-centred registration process.
Watch the video · 4-Minute Read
Ideal Shift AI partnered with a leading healthcare organization to revolutionize their registration and intake process. By streamlining fragmented workflows across Housing, Child & Youth, and Adult Care departments, we helped create a unified, efficient system that benefits both care providers and care seekers.
Within the admission process, from referral to intake, the organization worked with different, non-uniform procedures between departments such as Housing, Child & Youth, and Adult Care. These differences in processes caused fragmentation, lack of clarity, and an increased administrative burden for employees. Both the registration staff and the various outpatient secretariats spent a lot of time on manual processing, verification, and coordination.
Additionally, the screening of referrals was heavily dependent on the information included in the referral by the referrer. Practitioners based their decision to assign a registration to an intake primarily on the formulated request for help. As a result, essential contextual information was sometimes missing, such as underlying problems, urgency, or additional factors. This made it more difficult to screen carefully and consistently, with the risk of delays in the process or suboptimal placement of care seekers.
Not just a smarter process, but a solution that makes a tangible difference to the people using it every day.
“I would definitely recommend this collaboration. What makes the collaboration special is the combination of substantive expertise, strategic insight, and practical applicability. Emma is highly knowledgeable and passionate. She is able to truly put herself in her client's perspective and translate an enormous amount of complex and sometimes fragmented information into a concrete, effective, and workable AI solution. In doing so, she keeps an eye not only on technology but especially on processes, people, and support within the organization. Furthermore, the collaboration is personally pleasant: she is accessible, quickly available for consultation or questions, and thinks proactively. This combination of professionalism, involvement, and result orientation makes the collaboration valuable.”
“I'm really happy, together with Emma, that this week we were able to implement all the changes to the form, for AT, BW and VZ. There were so many adjustments that Emma practically built an entirely new form, but it's finished now. Chapeau, Emma Verhagen!”
The lead-up to the implementation of the AI solutions first led to a thorough analysis and redesign of existing processes. All related steps within the registration and intake process were mapped, streamlined, and standardized. This not only had an organizational effect but also created awareness and support within the organization for a new way of working.
The AI solutions were then integrated into this optimized process. As a result, a significant portion of administrative tasks has been automated, such as structuring, processing, and making registration information available. This has significantly reduced the administrative burden surrounding the registration process and decreased error susceptibility.
The implementation of the dynamic registration form has also led to much broader and more structured information gathering. From the care seeker's perspective, the request for help is deepened and clarified, making more relevant context available even before screening. This enables screeners to make faster, more consistent, and better-informed decisions. At the same time, care seekers experience a more accessible and clearer registration process.
Additionally, the combination of the referral and the care seeker's responses in the dynamic registration form provides more substantive information and concrete starting points for practitioners during the intake interview.
A standardized registration process for all people who contact the organization with a request for help (Housing, Child & Youth, and Adult Care), reducing internal differences and increasing transparency across departments.
Significant reduction in administrative burden, as the processing of registration data is largely automated and structured, freeing up staff time for patient care.
Faster and more effective screening, thanks to more complete and better-structured information prior to the assessment of referrals, enabling better patient outcomes.
An intelligent form whose processing is automated and designed to be accessible to people with limited digital skills, ensuring no one is left behind.
Increased customer friendliness through faster feedback and a uniform, professional experience from first contact to intake.
Through our joint efforts, the registration to intake process as a whole has been successfully redesigned and implemented. The impact is visible at multiple levels: operational, organizational, and cultural.
Operationally, more calm and overview have emerged in the process, with significantly reduced error susceptibility and less internal and external coordination. Because information is more complete and more structured, steps in the process can be completed correctly in one go. Organizationally, there is more consistency in working methods and decision-making. The uniform design of the process ensures that employees from different departments work in the same way. This increases transparency and has strengthened mutual collaboration.
Additionally, the project has contributed to the rollout of the AI strategy. The utilization of technological support is used as a means to relieve professionals while simultaneously strengthening the quality, accessibility, and efficiency of care. Thus, the collaboration has not only improved a concrete process but has also contributed to sustainable organizational development.
By investing in AI that enhances human capabilities rather than replacing them, this healthcare organization has transformed how care registration works—delivering better outcomes for both staff and patients while building a foundation for continued innovation.
Discover where AI can save time immediately, improve processes and give employees better support.