How It All Began
The CLEO Virtual Waiting Room was born out of a collaborative innovation project between Urgent Health UK and the Innovation Department at the University of Warwick. The goal was clear: identify digital solutions that could improve operational efficiency, enhance patient experience, and support clinicians in delivering timely, effective care.
During this work, the team identified a key inefficiency in urgent care workflows—clinicians often spent valuable time trying to reach patients by phone, only to find them unavailable. This created delays and reduced the number of consultations clinicians could complete in a shift.
The solution? A virtualised model that allows clinicians to view patient records, assess priority, and initiate consultations when patients are ready—without the traditional back-and-forth of phone calls. This concept led to the discovery of an existing technology: The Waiting Room, developed by Ummanu.
From Discovery to Integration
As the team explored this technology further, it became clear that The Waiting Room was already making waves across the NHS. Pilot projects showed remarkable results—clinicians were able to increase their consultation rates from 1.5 patients per hour to over 3, effectively doubling productivity.
When it became apparent that Ummanu might be exiting the market, CLEO Systems saw an opportunity to preserve and enhance this valuable tool. After reaching out to Ummanu’s CEO, discussions began about acquiring the technology and integrating it into the CLEO product suite.
This acquisition wasn’t just about technology—it was about continuity, innovation, and impact. CLEO Systems was determined to ensure that the benefits of The Waiting Room would not be lost to the NHS, especially at a time when workforce pressures are at an all-time high.
How the Virtual Waiting Room Works
The CLEO Virtual Waiting Room streamlines the consultation process by placing patients into a virtual queue. Here’s how it works:
- Patients are prepped and ready: The system automatically reaches out to patients, confirming their availability and placing them in a virtual waiting room.
- Clinicians stay focused: Clinicians can view the queue, prioritise patients, and initiate consultations without delay.
- Time is saved: By eliminating the need to manually dial and wait, clinicians can complete more consultations in less time.
- Everyone benefits: Patients receive faster care, clinicians work more efficiently, and healthcare providers see improved operational performance.
Why It’s a Game-Changer
What makes this solution truly exciting is how it uses technology as a facilitator—not a replacement—for human care. It enhances the clinician’s ability to deliver timely, informed consultations while improving the patient journey.
The integration of AI and automation allows the system to orchestrate care delivery in real time, supporting both clinical and operational teams. It’s a perfect example of how digital tools can amplify human expertise and make healthcare more responsive and resilient.
Looking Ahead: CLEO’s Vision for the Future
CLEO Systems has a strong track record of bringing transformative technologies into clinical settings—such as electronic prescribing in secondary care and pharmacy integration. The Virtual Waiting Room is the next step in this journey.
While the initial focus is on urgent care, the potential applications are far broader. Any healthcare setting that relies on remote consultations or triage could benefit from this model. CLEO is already exploring how this technology can be adapted across different services and sectors.
This is about more than just urgent care—it’s about reimagining patient experience and future-proofing healthcare delivery.
A Stronger Team, A Stronger Future
One of the most exciting outcomes of this acquisition is the addition of the talented individuals behind The Waiting Room to the CLEO team. Their expertise and passion are now part of CLEO’s mission to deliver cutting-edge digital health solutions across the NHS and beyond.