Transforming Referral Management for Talking Matters Sefton with Microsoft Power Apps

Couple holding hands during therapy

Talking Matters Sefton (TMS) is part of the national Improving Access to Psychological Therapies (IAPT) programme. It is a free, confidential service designed to help anyone aged over 16 in the South Sefton, Southport, and Formby areas deal with common mental health difficulties such as depression, anxiety, panic, phobia, obsessive-compulsive disorder (OCD), or post-traumatic stress disorder. Overseen by Mental Health Matters, it became clear that the existing setup did not meet the needs of TMS, prompting them to seek assistance from Pragmatiq.


Background & Challenges


Talking Matters Sefton offers vital mental health services to individuals aged over 16. As part of the national IAPT programme, they serve areas including South Sefton, Southport, and Formby, helping individuals manage common mental health issues.


  • System Limitations: IAPTUS lacked configurability and did not meet the specific needs of Talking Matters, especially post the initial referral.
  • Manual Referral Process: The previous referral process was time-consuming and manual, leading to backlogs.
  • Inefficient Preassessment Management: Clients were required to complete a preassessment questionnaire managed manually, delaying the response time.
  • Urgent Need for Automation: A system to automate and support this process was needed immediately.
  • Immediate Implementation Required: The solution needed to be delivered within a matter of weeks.
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The Solution & Implementation

Discovery and Planning:

After extensive consultations with Talking Matters Sefton to understand their specific challenges and urgent needs, Pragmatiq decided to implement a solution built on Microsoft Power Apps to manage the referral process.


  • Microsoft Power Apps Solution: Implemented a solution to manage the referral process.
  • Automated Surveys: Automatically sent a Customer Voice survey to new client referrals, with responses feeding back into the Dynamics 365 system.
  • Prioritised Worklist: Created a prioritised worklist for staff members.
  • High-Level Information Display: Enabled staff to see at a glance which clients were more at-risk by displaying high-level information against a client referral record.
  • Custom Views: Introduced different views in the system to enable internal staff to get an overview of the various stages that referrals were in and act on these as required.
Woman and young girl holding hands during therapy session

The Transformation


  • Quick Resolution to Urgent Need: Delivered the solution within 3 weeks, addressing the urgent need to manage referral backlogs and systematise the process for the future.
  • Timely Response to Referrals: Reduced lead time by half, allowing TMS to save considerable time on administrative tasks and respond to referrals more efficiently.
  • Increased Visibility: Key information is displayed against referral records, enabling staff to quickly identify clients needing urgent attention.
  • Operational Efficiency: Automated workflows have significantly reduced manual effort, saving time and boosting productivity.
  • Improved Client Management: Staff can now quickly identify and prioritise at-risk clients, ensuring timely support and intervention.
  • Enhanced Process Overview: Custom views provide an overview of various referral stages, allowing staff to act as needed.

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