Welcome

A welcome that answers the first questions

Every new patient gets a welcome message in your words, with how to book, how to order repeat prescriptions and where to get help out of hours, in their preferred language.

• Your wording, sent from your practice name
• In the patient's preferred language
• Fewer first calls to reception

First appointments

The right first appointments offered

Based on the record and the criteria you set, Arrivo invites new patients to the appointments they need: a review for a long-term condition, an NHS Health Check for eligible adults, or immunisation catch-up for children arriving from abroad, following UK Health Security Agency guidance.

• Invitations by criteria you set
• Immunisation catch-up for children arriving from abroad
• Carers and communication needs recorded and coded

Validation requests

Every request tracked to its deadline

When Primary Care Support England asks you to confirm patients, Arrivo records each request, the patients it covers and the deadline. Practices are entitled to 30 days to respond,⁸ and Arrivo reminds the right person well before then.

• Every request and patient in one list
• Deadlines counted down, with reminders
• Nothing missed when staff are away

Patient contact

Patients asked to confirm, and replies prepared

Where there's no recent contact, Arrivo can text or write to the patient asking them to confirm their address, and records each reply. It then prepares your response with the evidence for each patient, for you to check and send.

• Texts and letters in your words
• Replies recorded against each patient
• Your response prepared for you to check and send

Re-registration

Removed in error? Back quickly

If a genuine patient is removed, Arrivo sends them a link to re-register and handles the application the moment it arrives, so they're back on your list as soon as possible.

• A re-registration link sent the same day
• The application handled as soon as it arrives
• Each case recorded as evidence

Filing rules

Rules your clinicians set, and can change at any time

Your clinicians decide which results can be filed without them, test by test, with limits by age group and recorded condition. Before filing, Arrivo also checks the patient's previous results and any comment from the lab, so a normal value that has changed sharply still reaches a clinician.

• Rules by test, age group and recorded condition
• Results with a lab comment always go to a person
• Sharp changes from previous results sent for review
• Every rule change logged with who made it

Clinician review

Every other result with the right clinician

Abnormal and borderline results go to the clinician who asked for the test, or to the duty doctor if they're away, with the most urgent first. Each one arrives with the patient's previous values and current medicines, so the decision takes seconds.

• Urgent results flagged and shown first
• Routed to the requesting clinician, or the duty doctor if they're away
• Previous values and current medicines alongside

Matching and routing

Matched to the patient and sent to the right team

Arrivo reads hospital letters, discharge summaries, A&E and out-of-hours reports, screening results and admin letters as they arrive. It matches each to the patient by NHS number, name and date of birth, and routes it by your rules: medicine changes to the pharmacy team, admin to reception, clinical decisions to a GP.

• Routing rules by letter type, sender and content
• Letters it can't match to a patient held for a person
• Duplicates spotted and shown side by side

Actions

Every action becomes a task with a date

Follow-up tests, referrals, medicine changes and requests to review the patient become tasks for the right person, with the date the hospital asked for. Nothing depends on someone remembering what a letter said.

• Tasks for the right role, with due dates
• Medicine changes from discharge summaries prioritised
• Overdue tasks shown in the work tracker

Workflow

Fewer letters reach a GP

Most letters don't need a clinical decision. Arrivo's routing and coding let your workflow team file them completely, so GPs see only the letters that need them, and your reports show how many that is each week.

• Letters needing no clinical input handled by your team
• GPs see only the letters that need them
• Weekly figures for letters filed and time to file

Requests

Every request matched to the repeat template

Requests from the NHS App, your website, community pharmacies and reception arrive in your clinical system as they do now. Arrivo matches each item to the patient's repeat template and flags anything that isn't on it, such as an acute medicine or a changed dose.

• Requests from every route in one queue
• Items not on the repeat template flagged
• Duplicate and early requests spotted

Signing

Clear requests signed together

Requests that pass every check are grouped for each prescriber, so they can be reviewed and signed in one go. Flagged requests are shown separately with the reason. Nothing is issued without a prescriber's signature.

• Grouped for each prescriber
• Flagged requests shown with the reason
• Signed in your clinical system, as now

Tracking

Find any item and see exactly where it is

Search for a patient and see everything Arrivo is handling for them: their registration and record, results, letters and repeat requests. Each item shows its stage, who has it, the next step and when it's due, so whoever answers the phone can tell a patient where things are without passing the call on.

• Every module in one list for each patient
• Stage, owner, next step and due date for every item
• Search by name, NHS number or date of birth

Deadlines

A deadline on every item, and nothing passes it unseen

Arrivo puts a clock on each piece of work: the 8-day limit for filing an incoming GP2GP record,¹¹ the reply date on a list validation request, and the waiting-time targets you set for results, letters and repeat requests. Work close to its limit moves to the top, and anything that passes it goes to a named person.

CQC inspectors ask whether your practice has a safe and effective system for test results and clinical correspondence.¹⁰ A weekly backlog report gives you the evidence.

• Due-today and overdue lists for every role
• Escalation to the practice manager when a limit passes
• A weekly backlog report for your CQC evidence

Roles

Work routed to the right people

Reception, coders, summarisers, the pharmacy team, prescribers and managers each see the work meant for them. Assign items to a person or a team, cover absence by moving work in a click, and let a PCN admin hub work the queues for several practices.

• Access by role, so staff only see what their job needs
• Staff sign in with their NHS Care Identity
• A shared view for PCN and federation admin hubs

Settings

Your practice's rules, in one place

Set your catchment and out-of-area policy, how you handle temporary residents, the extra questions you ask, how a usual GP is assigned, and who receives each type of task. Every change is logged with who made it.

• Rules applied the same way to every application
• Turn automatic registration on or off at any time

What we do

The work the automation hands to people

Registrations that need a decision under your policy, letters to code, validation requests to evidence and results that couldn't be matched: our team works them every working day, within targets you agree with us.

• Exceptions, letters and list checks
• Targets agreed with you and reported weekly
• Cover for leave, sickness and busy periods such as student intake

For PCNs and federations

A shared back office for your PCN

PCNs and federations can use our team as their shared admin hub, working the queues for every member practice with each practice's rules applied and its own reporting.

• One team across member practices
• Each practice's rules and reporting kept separate
• Scales up for surges and down when it's quiet