Service Redesign


A Central Service provider to a number NHS CCG’s in NW England.

    Key Services Provided

    • Organisation and service design

    A better service to user delivered by technicians who travelled less reducing cost with a better work life balance.

    The formation of Clinical Commissioning Groups in England was accompanied by the consolidation of “back office” activities into centralised Clinical Service Units” (CSU’s). This brought together functions from different organisations. The team responsible for delivering IT service to GP surgeries and hosting other IT services was part of this group.

    The technicians serving the GP’s surgeries were brought together into one team, with the closure of a number of local offices. The technicians transformed to a mobile home-based service.

    Change Navigation worked with the leaders of the new team and the technicians to design the best possible organisation to deliver first class service to the GP’s. This included ensuring that skills and knowledge were aligned to the practices where they were needed whilst ensuring that the areas served by technicians were as close to their homes as possible.

    The program included the implementation of revised roles, training programs and technology to deliver the best possible service whilst maintaining a team ethos within the technicians whilst they worked remotely.