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Our commitment
Our approach
Our Services
Contact us
Service
brochure
© copyright South east CSU 2015
Our commitment
Our approach
Our Services
Contact us
South east commissioning support unit
OUR COMMITMENT
We deliver high quality, value for money services
that are flexible to meet your ever changing
needs. We provide a range of transactional,
transformational and clinical services that will
support you in achieving your organisation’s aims
and objectives.
We create innovative solutions with you. Our
new business intelligence platform, applications
and enhanced analytics, collectively known as
WHYSE, provides a co-designed solution to your
commissioning information needs.
We maximise the synergies between our staff,
teams and organisation through a culture
of self-improvement, personal ownership,
empowerment and shared values.
By working with a range of award-winning
partners including Capgemini and Surrey County
Council, to deliver services, we provide you with
a depth and breadth of expertise, capability and
capacity that is unique.
Our mission is to transform care
through service excellence.
O ur vision is to be the professional
services provider of choice for the
health and care system.
Transforming care
through service excellence
02.
Our commitment
Our approach
Our Services
Contact us
OUR approach
local health services to meet their health needs, while
addressing the need to reduce the pressure on urgent care
services.
Our shared services approach enables us to achieve
economies of scale in delivering excellence. We connect
with you by listening and responding positively. Our simple
employee management system, Workforce, provides realtime
dashboards and reports, enabling proactive management of
your staff and resources.
We achieve excellence by understanding you; the
communities you serve; the challenges you face; your aims
and objectives; your goals and your strategies. This enables us
to craft and tailor our services and their delivery to maximise
their value to you through continual engagement. For
example, Health Help Now is a ground breaking app we have
developed to help people find the right
working
together
We want to delight you and be your ‘partner of choice’, calling
on our expert staff to support you in both your business as
usual activities and your strategic reform. Our innovative
‘commissioning for outcomes’ programme aligns incentives
to delivered outcomes that matter to patients. We care
passionately about what we do.
Deliver commissioning support services in a
professional manner that customers value and want
03.
Our commitment
Our approach
Our Services
Contact us
Our Services
Business
Support
Services
Business
intelligence and informatics
clinical
Services
contracting and
procurement
communications
and engagement
Transformation
and service
redesign
04.
Our commitment
Our approach
Our Services
Contact us
Business
Support
Services
Business
clinical
Services
COntracting and
procurement
Business Support
Services
With our combined professional experience, industry expertise and local
knowledge, we are confident we can help you deliver performance, quality
and success for your business.
> Financial services
> Human Resources
communications
and engagement
> Information Technology
> Business Advisory Services
> Learning and Development
Transformation
and service
redesign
> Organisational Development
05.
Our commitment
Our approach
Our Services
Contact us
Business Support Services
Business
Support
Services
Business
clinical
Services
COntracting and
procurement
communications
and engagement
Transformation
and service
redesign
Finance Services
Overview
We want to help you get the best value for money while making
sure that you are commissioning high quality patient care. Our
Financial Management and Planning teams help you to control
your budgets with efficient and realistic plans, ensuring you
meet your business objectives without compromising on service
quality.
With advice and analysis that supports effective decision-making
across the spectrum of commissioned services, we can ensure
your strategic and operational plans are financially sound and
achievable. Our Accounting, Reporting and Control teams ensure
that you meet your statutory requirements of keeping true and
fair accounts with minimum disruption to your business.
Why us?
We employ people who are passionate about achieving great
patient care while supporting commissioners with their day-today financial targets. Whether it be planning, accounting, invoice
management or cash management, our teams have the depth
and breadth of knowledge and experience to support you.
06.
Our commitment
Our approach
Our Services
Contact us
Finance Services
Business
Support
Services
Business
clinical
Services
COntracting and
procurement
communications
and engagement
Accounting, reporting and control
What we offer
FINANCIAL ACCOUNTING
REPORTING AND ACCOUNTING
MANAGEMENT ACCOUNTING
We understand our customers’ need
to meet their statutory accounting
requirements of keeping true and fair
accounts with minimal disruption to the
business. Our services support these
needs and include:
•
Balance sheet reporting
•
Account reconciliations
We add value in our interpretation of
financial data.
•
Agreement of balances
•
Setting up system users
•
Troubleshooting/SBS liaison
•
Collecting external data
•
Completing bank reconciliation
•
Creating reports
•
Completing FIMs returns
•
Collecting and reviewing financial
data for annual report
ACCOUNTS PAYABLE
•
Reviewing and managing debtors
•
Reviewing invoice queries – Invoice
Query Manager
BENCHMARKING ANALYSIS
BUSINESS CASE
•
Liaising with business case lead
•
Completing NHSE returns, including
cash returns
•
Completing MOU/SLA
•
Populating template
•
Completing annual accounts
Completing cash flow statements
and reviewing forecasting
requirements
•
Reviewing business case
•
Responding to ad hoc requests
•
BACS runs/bill payments
•
Reviewing payment runs
•
Completing external auditing requests
and audit committee reports
•
VAT
TREASURY
•
AD HOC REPORTS
AD HOC REPORTS
•
Responding to ad hoc requests
Transformation
and service
redesign
07.
Our commitment
Our approach
Our Services
Contact us
Finance Services
Business
Support
Services
Business
Financial management and planning
FINANCIAL PLANNING
MEDIUM-TERM FINANCIAL PLANNING
Robust financial management requires
matching realistic budgets and financial
plans to business objectives. Our
financial planning services include:
•
STRATEGIC ADVICE
clinical
Services
•
•
COntracting and
procurement
communications
and engagement
Transformation
and service
redesign
•
Strategic advice to the chief finance
officer and leadership of the finance
team
Interpretation of finance and activity
information to support effective
decisions across the spectrum of
commissioned services
Supporting the development of
strategic financial plans and the
finance content of operating plans
Creating and maintaining financial
planning model
What we offer
GP ANNUAL BUDGET SETTING AND
REPORTING
•
Collecting data
•
Reviewing planning assumptions
and technical guidance
•
Applying technical, national and
clinical guidance
•
Conducting sign off process
•
Creating and maintaining a budget
model
•
Producing reports and trend analysis
OPERATING AND FINANCIAL PLANS
•
Collecting baseline data
•
Applying guidance and
assumptions on underlying data
•
MONTHLY MANAGEMENT REPORTS
•
Completion of monthly financial
reporting pack
•
Gathering information
•
Making ledger inputs and
adjustments
•
Attending meetings with budget
holders
Completing and updating template
ANNUAL BUDGET SETTING AND
MAINTENANCE
•
Constructing an operating plan and
conversion into an annual budget
•
Uploading budget onto ledger
•
Creating and maintaining budget
model and budget history
•
Reforecasting and maintaining
budget up to date
08.
Our commitment
Our approach
Our Services
Contact us
Financial Services
Business
Support
Services
Business
PROJECT-BASED SUPPORT
SERVICE REDESIGN
FINANCIAL MODELLING
BUSINESS CASE DEVELOPMENT
•
Working with clinicians to model
the financial implications of clinical
pathway redesign proposals and
quantify efficiency savings
•
Managing CCG commissioner
financial model update process
•
Costing support to the options
appraisal process
•
Managing the collection and input of
all relevant data
•
Presenting findings to stakeholder
•
Generating and presenting model
outputs
Completing the Generic Economic
Model (GEM) for the value for money
evaluation of options
•
Interpreting the outputs of the GEM
•
Sensitivity analysis to test the
robustness of the preferred option
•
clinical
Services
What we offer
•
Coordinating and facilitating of the
Technical Group for management
and delivery of the model
•
User training
Find out more
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Transformation
and service
redesign
09.
Our commitment
Our approach
Our Services
Contact us
Business
Support
Services
Business
clinical
Services
Human Resources
Overview
Having the right people in the right place at the right time
is critical for maintaining your business and achieving your
goals throughout the year. We can provide you with everything
you need to run your organisation with well-supported and
continuously developing staff.
Why us?
COntracting and
procurement
Our Human Resources team provides tailored, professional advice
and creative workforce solutions that meet the unique needs of
your organisation. As a specialist healthcare recruitment agency,
we can help you find, recruit and retain the best people.
communications
and engagement
Our teams are also experts in change management, ensuring your
staff are informed and engaged during challenging periods. We
can give you the edge by thinking ahead, anticipating your future
needs and embedding the best practices you need to stay one
step ahead.
Transformation
and service
redesign
“The HR service has been of a high standard and
we are particularly impressed with
the customer care focus, which is
professional, focussed and adds value.”
– NHS Crawley CCG and
NHS Horsham and Mid Sussex CCG
010.
Our commitment
Business
Support
Services
Business
clinical
Services
COntracting and
procurement
communications
and engagement
Transformation
and service
redesign
Our approach
Our Services
Contact us
human resources
What we offer
Recruitment and selection
•
Issue contract of employment
including terms and conditions
WORKFORCE MANAGEMENT
We are your healthcare specialist
recruitment agency. We always start by
taking a detailed brief of requirements
from our customer then we:
•
Agree remuneration with recruiting
manager
•
Manage start-up on payroll system
Day-to-day management of employees
requires a multitude of skills and
resources. Our team of experienced HR
professionals:
Our services also cover managing the
employee leaving process, including
holding exit interviews if required. In
addition we provide exit questionnaires
for completion.
•
Source candidates and provide
shortlisting advice
•
Place advertisements
•
Schedule interview times
•
Create interview packs
•
Conduct interviews
•
Follow established management
processes for post sign-off
•
Carry out pre-employment checks
including Disclosure and Barring
Service
It requires careful planning and resource
flow to build a strong team. Planning
takes place against the backdrop of our
customers’ business plans. We work with
our customers to:
•
Check immigration status
•
•
Issue starter letter and new starter
documentation
Identify workforce requirements to
match business goals
•
Provide regular analysis of workforce
data
WORKFORCE PLANNING
•
Prepare contracts and offer letters
•
Arrange occupational health checks
when required
•
Monitor external workforces in
provider organisations
•
Check qualifications and
registrations
•
Provide workforce assurance
•
Deliver the workforce analysis that
supports the strategy for health
economy workforce (SaHF)
•
Provide advice on job design,
descriptions and evaluations
•
Advise on salaries using appropriate
salary information e.g. Agenda for
Change
•
Advise on payroll issues
•
Ensure appropriate staff benefits and
recognition package is in place
•
Develop plans for improving working
lives
•
Manage employee engagement
programmes
011.
Our commitment
Business
Support
Services
Business
clinical
Services
COntracting and
procurement
communications
and engagement
Transformation
and service
redesign
Our approach
Our Services
Contact us
human resources
What we offer
Provide professional Employment
Relations (ER) advice including
performance management,
disciplinary, grievance and
harassment issues, Transfer
of Undertakings Protection of
Employment (TUPE), Working Time
Directive (WTC)
EMPLOYEE RELATIONS
Engage and negotiate with trade
unions as appropriate
•
The employee consultation process
•
Activities associated with mergers
and other changes
•
Redeployment
•
Job evaluation and re-grading
•
Managing TUPE transfers
Ad hoc OPERATIONAL
MANAGEMENT ADVICE
•
Managing redundancies
•
Employee survey management
Most of our customers don’t require 24
hour employee advice but are serviced
well by ad hoc consultation when
required. Our services cover:
REMUNERATION AND REWARD
•
•
•
Manage input of ESR (electronic staff
data)
•
Maximise use, extraction and quality
of ESR data
•
HR advice and best practice
•
Employment legislation (UK and
European)
•
Policy interpretation and advice
•
Mediation
Most changes to any organisation bring
change to the people in these entities.
Introducing change can be a very delicate
part of the change management process
requiring legal processes to be followed.
We manage critical elements including:
Today there are many complex reward
and recognition programmes in the
workplace. We provide expert advice on
the following areas:
•
Reward and remuneration strategy
•
Season ticket loans
•
Pensions
•
Cycle schemes
•
Childcare vouchers
•
Salary negotiations
•
Salary reviews
SERVICE DELIVERY AND
INFORMATION REPORTING
Measurement and benchmarking ensures
that maximum results are achieved from
the workforce. We provide a number of
quarterly reports including:
•
Analysis of workforce data
•
Turnover
•
Sickness
•
Vacancies
•
Appraisal rates
•
Statutory and mandatory training
Find out more
012.
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Business
Support
Services
Information Technology
Business
Overview
clinical
Services
COntracting and
procurement
communications
and engagement
Transformation
and service
redesign
You need a comprehensive, reliable and secure IT system that
makes your day-to-day life easier. We can provide a thorough
and flexible IT service, optimised for your needs while ensuring
value for money and service quality. Being able to access your
information relies on a robust network infrastructure. Our
experienced team provides a number of different network
solutions and technologies to suit your needs, offering support
and advice on development of your IT strategies and long term IT
investment plans.
Why us?
We are a well-established provider of IT services and solutions,
benefiting from health informatics experience matured over the
last 10 years, with expertise in the intricacies of the health sector
and application of IT for service transformation.
Our CCG IT teams ensure that you get value for money by
negotiating the best deals for you due to our scale and excellent
relationships with third party suppliers.
Our core network equipment is monitored 24/7 ensuring any
potential disruptions to services are detected proactively and
acted upon. We also use failsafe hardware and alternative routing
on our core network infrastructure to improve resilience.
“South East CSU have proved that they don’t
make a drama out of a crisis and I felt
compelled to say thank you.”
– West Kent CCG
013.
Our commitment
Business
Support
Services
Business
clinical
Services
COntracting and
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and engagement
Transformation
and service
redesign
Our approach
Our Services
Contact us
What we offer
Managed It Services
Through our experienced team and
technology partners, we offer support
and advice to our customers on the
development of their IT strategies and
long-term IT investment plans. Our
strategic advice and planning services
are available as a managed service as
well as on an ad hoc basis to address
specific technology or business areas,
and include:
NETWORK CONNECTIVITY
PROVISION AND SUPPORT
•
Being able to access your information
relies on a robust network connectivity
infrastructure and solutions. Our
network connectivity services are aimed
at meeting the different needs of our
customers – connecting within and
between organisations. Services and
solutions include:
Our core network is monitored 24/7
enabling detection of potential disruption
to services and proactive action to
avoid disruption. We also use failsafe
hardware and alternative routing on our
core network infrastructure to improve
resilience.
•
IT SERVICE DESK
Provision of and support for
connectivity that are approved for
carrying clinical data (N3 and COIN),
as well as connectivity to the internet
•
End point device provision and
management
•
Remote, mobile and agile working
•
Telephone and video
communications
•
Wired and wireless local network
infrastructure
•
Integrated information and
electronic data and documents
exchange service
•
3G, 4G and mobile wi-fi devices for
mobile connectivity
•
Contact Management and Service Desk
•
•
Cloud Computing and data centre
hosting
•
Assessment of connectivity needs
and design of required network
connectivity
Our IT service desk has knowledge of our
customers’ IT use and needs and is able
to provide on-the-spot support to help
keep services moving along, including:
•
Connectivity and solution for home
workers
Trained service desk operators to
take the key information needed to
fix your problem
•
Network security including firewalls
and content management
ITIL standards (international best
practice) to prioritise calls
•
Work with customers to decide the
level of priority for each type of call,
enabling us to respond in a timely
manner to your requests.
014.
Our commitment
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Services
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What we offer
DESKTOP AND COMPUTING DEVICE
MANAGEMENT AND SUPPORT
Computer desktop is one of the most
common devices used to access IT
services. Our Desktop Management and
Support service includes:
•
COntracting and
procurement
Advice and support on a
standardised desktop infrastructure
including associated peripherals
Provision of a standardised desktop
computer with agreed standard
applications such as Microsoft Office
products, as well as specialised
desktop software where required
•
Maintaining records of hardware and
software associated with desktop
infrastructure
•
Hardware and configuration changes
required for consistent operation of
desktops
•
Transformation
and service
redesign
Our Services
•
communications
and engagement
Our approach
•
Resolution of any issues to desktops
and peripheral equipment in line
with agreed service levels
Disposal of redundant hardware in a
secure way and in accordance with
existing regulations
SUPPORT FOR GP SYSTEMS
•
Provide hardware management and
software licence management
It is vital for primary care systems to
run consistently, which is why we are
committed to operating a reliable
GP IT service, along with an on-going
programme of investment to continue
developing these services. Our services:
•
Monitor and communicate national
and local strategy to ensure
appropriate development
•
Support the delivery of practice
systems, or upgrades to these
systems (EMIS Web, SystemOne,
Vision), ensuring new systems
introduced onto the network are
compatible
•
Provide prompt resolutions of
technical issues and requests
•
Provide IT procurement, including
equipment purchasing, stock
management, asset register
maintenance, and business case
development for new equipment
•
Develop Primary Care IT strategy and
future upgrade programmes
•
Ensure IT for primary care meets the
standard set out in GP Systems of
Choice framework
IT Solutions and Consultancy
Services
Our solutions and consultancy services
are focused on addressing specific
tactical or strategic objectives and
needs, along with alignment to the
culture, maturity and aspirations of your
organisation. We can research, design,
and deliver IT strategy, systems and
solutions to support business operations,
commissioning and new models of care.
This service includes:
•
Strategy development and delivery,
strategic planning and delivery of
IT enablers for commissioning and
service transformation
•
Professional management of IT
enabled business change and
transformation of services
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Our Services
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What we offer
•
Defining and managing of projects
and programmes of work that are
required to deliver new initiatives or
changes to existing services
•
Design and implementation of
methods, solutions, policies and
process to maximise value from your
IT investments
•
Development of five case based
business case documents and
business justification for your
investments
IT Training and Support
Services
Our flexible bespoke and generic training
services include statutory training and a
diverse range of productivity enhancing
training packages. These are delivered
by tutors or through our online facility.
Prevention and timely resolution of
problems in the use of IT to support your
business
operations and day-to-day will enable
your staff to stay productive and
motivated. Training and support services
include:
•
Clinical Systems Training, designed
to show learners how to enhance
the configuration, and or use of the
clinical systems
•
Training in Microsoft Office
Applications systems for various
levels of capabilities designed to
show learners how to use and further
their skills in basic and in-depth
features
•
Registration Authority Training
that protects your organisation
and builds user’s confidence with
the User Identity Manager (UIM)
application on NHS Spine Portal
•
Registration authority services
manages provision of appropriate
and agree role-based access to users
of clinical and confidential systems
in line with the IG and security
policies of your organisation
•
Procurement of new IT equipment
and services as well as support for
IT elements of new commissioning
activities
•
Safety and security of IT data,
including basic steps in Privacy
Officer Training and requirements of
the Information Governance Toolkit
Find out more
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Business
Support
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Business
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communications
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Business Advisory Services
Overview
Our skilled teams provide support to ensure that governance is
assured across all of the services you commission and you are
compliant with best practice. You need efficient, innovative and
responsive information governance processes that prevent data
breaches and support commissioning developments.
We help you secure the best deals on property and estates,
and manage ongoing estates decisions and challenges. When
emergencies happen, you need to prepare for and manage critical
risks, and respond to and withstand disruptions.
Why us?
We have extensive experience in providing advice, support
and solutions to ensure that you are meeting your statutory
requirements. We can support you to deliver and commission
services that are resilient, compliant and secure.
Transformation
and service
redesign
017.
Our commitment
Business
Support
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Business
clinical
Services
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communications
and engagement
Transformation
and service
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Our approach
Our Services
Contact us
business advisory services
What we offer
Corporate affairs
•
We know our customers take
accountability seriously. Our skilled
team provides support to ensure that
governance is assured across all of
the services you commission and you
are compliant with best practice. Our
corporate governance service includes:
Specialist advice on establishing and
maintaining systems for declarations
of interest and hospitality and gifts,
and providing specialist advice on
individual events
•
Development of a standard and
systematic legal claims approach
•
Development of legal services
framework and access to litigation
advice
•
Provision of bespoke consultancy
support according to your needs
•
Supporting the development,
maintenance and review of your
corporate governance framework,
including constitution and standing
orders
•
Supporting policy development and
providing support and advice on
compliance with relevant policies
•
Advice to develop statutory and nonstatutory structures
•
Support and administration of
Governing Body, committee and
other executive level meetings
•
Management of risk and incident
systems, policies and reporting
•
Advice to your Governing Body on
Corporate Governance matters
•
Work closely with your Caldicott
Guardian and Information Risk
Owner to give assurance on the
governance of your corporate
sensitive and person identifiable
data and provide organisational
training
•
Ensure compliance with the
information governance toolkit,
conduct serious incident
investigations and implement
lessons learned
•
Provide you with statutory assurance,
including personal data request
management, and implementing
information sharing agreements and
assessment of requests to share and
managing audits
•
Support records management, data
flow mapping and information asset
management
•
Support and unlock the flow of
data for new and different ways of
commissioning
INFORMATION GOVERNANCE
Our customers need efficient, innovative
and responsive information governance
processes that prevent data breaches and
support commissioning developments.
Our experienced information governance
team can help to:
•
Develop and manage your
information governance assurance
frameworks
018.
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communications
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Transformation
and service
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Our Services
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What we offer
BUSINESS RESILIENCE
FREEDOM OF INFORMATION (foi) REQUESTS
Emergencies can and do happen. Your organisation needs to be
able to prepare for and manage critical risks and respond to and
withstand disruptions. Our Business Continuity, Health Safety
and Fire, and Emergency Preparedness, Resilience and Response
(EPRR) teams are highly experienced and can:
We support our customers to comply with the law, disclosing
information legally required of them and responding
appropriately to correspondence.
•
FOI case management (receipt, validation,
acknowledgement, processing and replying)
•
•
Designing and implementing FOI processes and procedures
•
Providing expert advice on applying exemptions
•
Providing expert advice on interpreting the FOI Act
•
Drafting FOI policy
•
Drafting and implementing publications scheme
•
COntracting and
procurement
Our approach
Help you understand and comply with statutory obligations
as an employer with a duty of care for your employee’s safety
and wellbeing
Enable you to fully contribute support to your frontline
partners when responding to major incidents and ensure
that your commissioned services have their own appropriate
resilience arrangements in place
•
Develop your policies and plans so you can manage a crisis
with confidence whilst demonstrating compliance with
relevant guidance and legislation
•
Provide tailored, realistic exercises to test your plans and
planning assumptions under simulated crisis conditions
•
Analyse the training needs of your staff, at all levels, and
deliver a training plan
•
Thoroughly train all levels of your staff to make sure that
when the time comes your organisation can activate your
procedures and respond effectively
019.
Our commitment
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Business
clinical
Services
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procurement
communications
and engagement
Transformation
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Our Services
Contact us
What we offer
PATIENT ADVICE AND LIAISON (PALS) AND COMPLAINTS
ESTATES
Our customers are required by law to respond to complaints,
proactively engage with the public and service users, and track
trends and learning. Our experienced PALS and complaints team
ensures patients are supported, commissioning arrangements
are understood and strong links are maintained throughout with
Healthwatch, NHS England and our customers. Our team:
All businesses need to ensure the cost-effective and safe
management of their property and estates. We support our
customers to not only secure the best deal possible on their
premises, but also help to manage ongoing estate decisions and
challenges.
•
Provides day-to-day management of PALS and complaints
according to best practice and national standards
•
Works with patients and carers and relevant agencies
involved, gathering all relevant information from necessary
sources
•
Provides a single point of contact for patients
•
Deals with specific complaints referred to in MP letters
•
Liaises with our customer’s communications team to ensure
all relevant parties are kept up to date throughout a case’s
life cycle
•
Supports development of materials relevant to delivery of
the function
•
Provides training for staff on the functions of PALS and
complaints
•
Sends out complaint questionnaires and provides regular
reports to our customers
Find out more
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Business
Support
Services
Business
clinical
Services
COntracting and
procurement
learning and Development
Overview
We understand that many organisations and businesses operate
today in a complex, evolving and challenging environment and
that people are the biggest asset in meeting these challenges and
opportunities.
Why us?
We are here to help you achieve results by helping your people to
grow in their roles, develop as professionals and progress in their
careers. We use highly experienced trainers and facilitators, who
run engaging and interactive sessions.
communications
and engagement
Transformation
and service
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learning and development
What we offer
What we offer
Development is a continuous process. We offer a selection of
courses that are available to help people in their development, in
the following areas:
•
Communication, writing and presentation skills
•
Employee engagement and motivation
•
Business plans, negotiations and commercial awareness
•
Performance management, recruitment and investigations
•
IT courses for Excel, Outlook, PowerPoint and Word
Find out more
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Business
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Organisational Development
Overview
Our expert team understands that organisational development is
at the heart of your organisation’s success. That is why we have
developed a people-centred approach, built on our own and
wider experience, which enables us to respond rapidly, creatively
and effectively to your organisational needs.
We bring together the best knowledge from our in-house subject
matter experts and associates, and blend it with your staff and
leadership team to provide you with a bespoke service that
delivers a development plan that is designed, delivered, owned
and embedded within your organisation.
Why us?
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We are a team with significant experience and skills in
organisational development and transformational change, from
executive to operational levels, within health, public and the
commercial sectors. We resource our team flexibly to enable us to
deliver high quality services that are bespoke to your needs.
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organisational development
What we offer
What we offer
•
A phased approach to develop your plan, which diagnoses,
designs, delivers and reviews your staff’s needs
•
Meeting design and facilitation
•
Team development
•
Planning and implementation of change management
approaches
•
Using group problem-solving to identify and plan when
addressing key issues
•
Analyse and redesign business processes
•
Develop and analyse surveys
Find out more
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and engagement
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clinical
Services
Business
intelligence
and informatics
COntracting and
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As a commissioner you rely more and more on timely data analysis to
understand the needs of patients in your care. We can provide data to
support risk stratification of your population, enabling you to monitor
inequalities and support specific projects to target at-risk groups.
Business
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and engagement
With easy to access information whenever you need it, our teams can help
you to improve patient care and maximise healthcare spend.
> Analytics and reporting
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Transformation
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Business intelligence and informatics
Business
Support
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Analytics and reporting
Business
Overview
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Transformation
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You need to know how your local performance compares to other
commissioners within the region and across the wider national
landscape. We work with a range of clients and benchmarking
tools to give you a wealth of insight, while helping to identify
opportunities for improvement.
When you commission services, you need information at your
fingertips to help you understand and manage your provider contracts.
•
Contracting analytics
•
Statutory reporting
•
Regional and national benchmarking
•
Ad hoc analysis and reporting
Why us?
Our business intelligence teams help you understand what
is happening in the system to support your planning. We can
challenge current performance through benchmarking and
comparison, analyse the impact of commissioning plans and
provide tailored services to meet your needs.
Our processes are geared to ensure quality and outcomes are
monitored in a comparative, proactive and strategic way. We
offer ad hoc analysis and reporting as and when you require extra
support as part of our flexible, bespoke service. We take care of the
collection, coordination and submission of reports, giving you the
confidence that your reports are thorough and submitted on time.
026.
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Transformation
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What we offer
Contracting Analytics
Statutory reporting
When our customers commission services, they need information
at their fingertips to help them understand and manage their
provider contracts. Our contracting analytics service supports our
contracting arm to ensure that our customers receive reports how
and where they need them. We:
Our customers have statutory data submission requirements that
must be followed. We take care of the collection, coordination
and submission of reports, giving you the confidence that your
reports are thorough are submitted on time. We:
•
Fully support our customers to meet their statutory reporting
obligations
•
Provide our customers with standard reports and analytical,
trend and performance reports
•
•
Interrogate and analyse data sets to answer our customers’
contract-related queries
Evolve the reporting schedule according to national
guidelines
•
•
Produce a range of self-service tools, applications and
reports to give teams easy access to data
Collate, transform, benchmark and analyse data to meet
submission requirements
•
Liaise with customers to ensure data is reviewed and signed
off before submission
•
Reconcile data between different data sets
Data challenges and claims management
We provide a data validation and challenge service that ensures
provider data is attributed to the current commissioner and
activity is correctly costed. Our service:
•
Maintains and develops an agreed validation process
•
Undertakes an agreed set of data validation processes for
each provider to pick up any errors
•
Produces a monthly challenge pack that is forwarded to each
provider
•
Highlights areas of concern to all parties involved and follows
up on data challenges
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Transformation
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What we offer
Performance reporting and data management
•
Our performance reporting and data management service help
customers manage their local performance against the Everyone
Counts requirements and the presentation of these indicators in
the NHS England CCG Assurance Framework. Our service:
Benchmark with England, London and other peers and
research examples from other regions, both nationally and
internationally
•
Carry out in-depth interrogative analysis of benchmark data
•
Generate provider benchmarking packs to help identify
opportunities before the contract planning round begins
•
Provides our customers with clear information to help them
understand and manage their performance
•
Develop local benchmark initiatives
•
Provide forecast outturn predictions for national indicators
•
Offers a centralised pool of analysts to develop standard
reports and provide support and guidance
•
Provides regular, accessible information on scorecards,
dashboards and supplementary reports
•
Accesses a range of national information systems to extract
useful data
•
Gives help and support to answer data queries
•
Undertakes data quality checks
Ad hoc analysis and reporting
Many of our customers require in-depth or deep dive analysis of
our data, tailored to their very specific requirements to support
various aspects of their commissioning duties. We offer ad hoc
analysis and reporting as and when our customers require extra
support as part of our flexible, bespoke service. We support our
clients when they:
Regional and national benchmarking
•
Require strategic planning and monitoring support
•
Require a specific piece of analysis or report to be generated
Our customers need to know how their local performance
compares to other commissioners within the region and across
the wider national landscape. We work with a range of clients
and benchmarking tools to give our customers a wealth of
insight, while helping to identify opportunities for improvement.
Our processes are geared to ensure quality and outcomes are
monitored in a comparative, proactive and strategic way. We:
•
Would like additional Business Intelligence (BI) capacity
•
Require temporary analyst resource to undertake particular
projects
•
Use national metrics and trend reports to show performance
throughout the year and comparisons to the previous year.
We work with our customers to fully understand their needs
and create a bespoke solution based on their circumstance and
output requirements.
Find out more
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Business
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Business
clinical
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Data warehousing
Overview
Security and quality are at the core of our data warehousing
offering. We provide a secure, central location for you to store
commissioning data. With over 2.5 million patient records held
at our secure data warehouse we have a rich source of patientcentric information.
Our data warehouse service offers you four key features:
•
•
•
Flexibility
Extensibility
Security
•
Scalability
Why us?
Our teams have the technical know-how and expertise to give you
the knowledge and insight you need. We provide a secure, central
place for you to store your commissioning data and we import,
cleanse, transform, link, pseudonymise, re-load and quality
assure data.
Transformation
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029.
Our commitment
Business
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Business
clinical
Services
Our approach
Our Services
data warehousing
What we offer
Flexibility
Security
Our processes make it easy to add and integrate new data flows
and we use industry best practice to make sure different systems
can easily communicate with each other to rapidly aid analytics
and produce reports based on:
We use industry best practice to ensure data is safe, following
NHS and information governance requirements, including:
•
A DSCRO function that allows us to handle and provide
sensitive, pseudonymised data
•
Key national data flows, such as SUS (SEm and PbR)
•
•
Local and bespoke data flows
SQL DBA function that provides weekly back up of data,
quality control, security policy management, performance
monitoring and capacity planning
Extensibility
Our LEAN processes allow for rapid deployment of new hosted
databases bespoke solutions for customer, supporting third party
reporting tools. We:
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•
Scalability
We can process large quantities of data, supporting thousands of
users, by providing:
Offer a self-service virtual desktop, giving customers access
to development tools that allow you to develop bespoke
reports or do ad hoc analysis
•
Appropriate reference / look up data
•
Users with access portals though SharePoint to facilitate
collaboration and document storage
•
Provide a data management function that develops new
fields, changes cubes, performs data quality checks and
more
•
Necessary hardware, licence and software , including
installation
•
Enable mechanisms to access CCG specific data in the CCG
hosted database
•
Develop third party tools or applications, SSIS packages and
other appropriate technologies to ensure system and data
flows are in place
Find out more
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Business
Support
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Business
Application development
Overview
With extensive knowledge and experience in the healthcare
sector, we provide a wide range of bespoke applications to our
customers utilising both open source and proprietary platforms.
clinical
Services
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and engagement
We know that your business needs support to become more
efficient and streamlined. We work with you and your service
providers to develop systems and processes to support your
business needs, including:
•
Website development
•
Intranet development
•
Business application development
•
Clinical application development
Why us?
Our teams have hands-on expertise with app design,
development and delivery. Our software solutions are designed
by the NHS for the NHS and our projects are delivered on time
and on budget.
Transformation
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Our commitment
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Business
clinical
Services
communications
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Transformation
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Our Services
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application development
What we offer
Web site development
Systems integration
We use the latest technology and work in collaboration with our
in-house Creative and Digital team to design, develop and deploy
bespoke websites for you business needs. We work closely with you
to understand your business needs and your audience to advise
you on the best solution and platform for your website. We:
We understand that health organisations use many different
systems. Our expert team enable integration without major
reinvestment by helping you to realise the benefits of existing
legacy information systems in new technologies to lower costs and
extend the life and efficiencies of current systems. We carry out:
•
Offer a range of solutions for a range of requirements from
simple portfolio websites to large enterprise scale websites
•
Requirements analysis
•
Technical design
•
Ensure, through best practice methods, that your site is
Search Engine Optimisatised, so that your audience can find
it when they search
•
Interface development
•
Interface testing
•
Integration support & maintenance
•
COntracting and
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Our approach
Ensure sites are responsive and accessible for users and
devices
Intranet development
Our team offers a range of styles of intranet from traditional,
internal-facing sites to corporate, collaborative platforms, to meet
all of your business needs. We:
•
Provide secure intranets (including N3 for NHS organisations)
•
Use the latest technology to deliver cloud-based intranets,
that your staff can access anytime, anywhere
•
Develop document management and storage solutions,
based in the cloud, which offer secure collaboration working
environments
Business application development
We work with you to identify more effective and efficient ways of
working. By discussing and understanding your business needs
we will develop an appropriate solution, whether you require an
addition to a current system or the development of a bespoke
application. We can:
•
Help you to optimise your resource through providing
systems which give you real-time analytics
•
Develop systems, dashboards and reports so you gain
insights into your business
Find out more
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application development
What we offer
Clinical application development
Business
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Services
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We provide specialist bespoke clinical and administrative
software solutions for information collection, processing and
reporting.
These include gathering user requirements, analysing existing
practices and proposing viable solutions. If a software solution is
required, the service will provide the following for your existing
systems:
•
Support and Maintenance to existing systems
•
Analysis: which defines your requirements and provides a
high-level system specification/approach
•
Design: including functional specification, data models,
prototyping, wireframes and mock-ups
•
Development: including system documentation and
compliance with security and usability standards
•
Documentation: including user manuals and/or on-line help
if required
•
Testing: including formal testing scripts for larger
developments
•
Implementation: including data migration from legacy
systems, training, handover and support
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Business
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Business
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Services
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clinical
services
Our clinical services provide our customers with a robust, high-quality
range of support that ensures your organisation will be in-line with
regional and national requirements.
> Medicines Management
> Continuing Healthcare and Personal Health Budgets
communications
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> Individual Funding Requests
> Quality and Clinical Governance
> Pathology
Transformation
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> UK Genetic Testing Network
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clinical Services
Business
Support
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Business
clinical
Services
Medicines management
Overview
Medicines optimisation is about making sure any decision made
about medicines is best for the patient and their particular
circumstances. By focusing on patients and their experiences,
the goal is to help patients have a better quality of life by
improving outcomes; taking their medicines correctly; avoiding
taking unnecessary medicines; reducing medicine wastage ; and
improving medicines safety.
Our team of experts has a wealth and breadth of experience
delivering high quality medicines management services.
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Why us?
Our expert team understands that medicines management and
optimisation services need to be evidence-based, cost-effective
and high quality. We work collaboratively with our customers,
helping deliver services that reduce harm and save money.
Our team has the knowledge, skills and experience to support the
delivery of best practice medicines optimisation for patients and
will work closely with you to design and deliver the medicines
optimisation services needed for your organisation.
“South East CSU works well with us, to understand our
business needs. Their forecasting techniques, prioritisation
support and tight management of costs give us confidence
to set budgets which allocate resources of those areas
that will deliver the best possible outcomes for our
patients and enable us to place reliance on financial
projections provided by the team.” – West Kent CCG
035.
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medicines management
What we offer
What we offer
Operational support
We are at the forefront of medicines optimisation support services
because our work at a national and regional level helps define
best practice. We work with customers to identify and deliver
bespoke services to meet their needs, but our core
service includes:
Using our extensive expertise in medicines optimisation we
provide solutions, develop short to medium term plans, monitor
progress and measure success against agreed goals.
Strategic support
We support customers to revise their strategic plans in response
to changing organisational or health economy priorities to help
set priorities and focus energy and resources towards achieving
intended outcomes.
•
Developing the medicines optimisation strategy
•
Horizon scanning and policy development
•
Support for prioritisation and decision making
•
Expert data analysis using data from various sources to
support decision making and monitoring of outcomes
•
QIPP plan development, implementation and monitoring
•
Contract management of medicines related elements in
acute, community and mental health contracts including
expert ‘know-how’ in the management of National Tariff
excluded High Cost Drugs.
Find out more
Professional support
This is provided in the form of professional leadership and expert
advice relating to medicines and medicines-related legislation
and policy including:
•
Patient Group Directions
•
Controlled Drugs
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clinical Services
Business
Support
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Business
Continuing healthcare
and personal health budgets
Overview
clinical
Services
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Transformation
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We provide a comprehensive and high quality service for the
management of Continuing Healthcare (CHC), together with a full
service managing the provision of Personal Health Budgets (PHB).
Our Continuing Healthcare process is fully compliant with
the National Framework, and is delivered by a team of
compassionate and caring Registered Nurses and Placement
Managers, supported by contract and finance personnel working
directly within the team. Our unique hub and spoke model
provides your organisation with the assurance, quality and
financial management you can expect from a highly experienced
and competent team of healthcare professionals.
“I have to say that the work you have done
Why us?
We are an expert team with extensive experience in continuing
healthcare, including the national statutory framework
development. Our proven track record and comprehensive
knowledge means we provide you and your population with an
excellent service.
for us all along has been brilliant.”
– NHS Southwark CCG
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Transformation
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Continuing healthcare and personal health budgets
What we offer
Referrals and assessments
Quality and financial support
•
•
Clinical Quality monitoring of service providers
•
Robust financial management and management of a
financial and clinical database
•
Demonstrate month on month savings, through proactive
Placements management
•
Provision of a service for the offering and provision of PHBs,
including financial and care package management.
•
Experienced eligibility assessments and regular reviews for
NHS Continuing Healthcare funding
Experienced multi-disciplinary assessments that identify care
needs
•
Single point of access for patients, referrals and Fast-Track
•
Robust, auditable decision-making to ensure your
organisation meets National Framework requirements
Placements service
•
Best value for money individual care and support packages,
including procurement and contract management
for Care Home Placements, domiciliary packages and
implementation of the process for offering and providing
Personal Health Budgets (PHB).
•
Flexibility to adjust to changing patient needs including
altering care packages, care providers and funding levels
•
Case management of CHC patients, including reviews in line
with the National Framework
•
Comprehensive training and advice to service providers
•
Management of dispute resolution process and appeals,
including Independent Reviews and reducing the risk of
Judicial Review
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clinical Services
Business
Support
Services
Individual funding requests (IFR)
Business
Overview
clinical
Services
It is essential that individual funding requests are dealt with
in a consistent, transparent and timely way. We provide a full,
end-to-end comprehensive IFR Service, supported by our
well-established systems and processes. Fully compliant with
legislation, we deliver a comprehensive administrative and
management service.
Why us?
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Our IFR team offers an efficient service for this complex and
sensitive area, enabling your organisation to improve access
for patients to high quality, bespoke treatments not normally
available through the NHS.
Employing national leaders in the field of IFR, our team can work
in partnership with you to make complex and auditable decisions
based on clinical evidence and fulfil obligatory individual funding
arrangements for treatments that are not commissioned.
Transformation
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individual funding requests
What we offer
Group one
Group two
•
Administrative triage – applications are checked to ensure
they are complete and valid
•
Advising patients and clinicians as to eligibility under existing
criteria
•
Clinical triage –clinically-led review and assessment of each
IFR application
•
Signposting inappropriate funding queries to the correct department
•
Communication of case outcomes to applicants and patients
•
Assessment of appropriate funding requests by a
multidisciplinary committee (IFR panel)
•
Contact with the referring clinician and patients
•
A single point of contact for all IFR enquiries through a
‘hotline’ and dedicated email address
•
Complete logging and tracking of applications though our
Blueteq IT system, which offers a best practice approach
to submitting, storing and viewing patient data, as well
as identifying outliers in referral rates, demographics and
disease prevalence
Group three
•
Management of the appeals process
•
Data analysis and performance reporting to inform future
commissioning
•
Management of overseas funding requests
•
Reducing the risk of Judicial Review through our proven
systems and processes.
Find out more
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clinical Services
Business
Support
Services
Business
Quality and clinical governance
Overview
Our specialist Quality Team can support you to commission
services that are safe, effective and promote continuous
improvement.
clinical
Services
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Transformation
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Why us?
We want to help make clinical quality a top priority, including
obtaining assurance through patient and public feedback that can
also be used to drive service improvement, reduce health inequalities
among populations and provide value for money solutions.
We help customers look after their reputational risk to focus on
delivering services. The service will work with you to challenge poor
results highlighted by quality standards assessment, using data
sources such as Monitor reports and Care Quality Commission risk
profiles. We will ensure you are aware of relevant quality standards
and requirements and of evidence-based best practice.
Our team combines strong clinical and managerial leadership
expertise, including quality, commissioning, innovation, and
performance and incident management. A network of clinical
and managerial leads provide an expert presence on site and
at quality meetings to offer specialist advice and support and
promote quality improvement.
041.
Our commitment
Business
Support
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Business
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Transformation
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Our Services
Contact us
Quality and clinical governance
What we offer
Our clinical governance services include:
•
Serious Incidents and Central Alert System (CAS)
alerts
Enables the team follow up on any specific actions with
providers
•
Produces reports identifying themes and trends
•
Our customers need instant knowledge of serious incidents
when they arise, and the confidence to know that appropriate
action plans are in place to manage incidents. We provide a
highly responsive serious incidents management service and
Central Alerts System (CAS) reporting to give our customers this
confidence. Our services will:
Provides assurance to CCGs that actions have been
implemented by providers
Quality reporting and specialist advice and
support
•
Provide alerts and notifications of serious incidents across all
providers
•
We have a dedicated team of subject matter experts in quality to
support CCGs:
•
Critique and quality assure serious incidents investigation
reports and action plans obtaining assurance of progression
in line with national requirements
Ensure quality assurance frameworks, processes and patient
safety systems are in place
•
•
Produce reports identifying trends and themes and ‘lessons
for learning’ that can be shared across providers and
commissioners
Advise on how best practice should be adopted in order
for the CCG to commission high standards and continuous
improvement of safe, quality care from providers
•
Advise on the development and monitoring of Quality and
CQUIN Schedules within contracts
•
Assist in preparing policies and procedures that underpin the
patient safety agenda
•
•
Provide on-going review and evaluation of serious incident
management systems and processes
Ensure providers are delivering care to the highest level
of quality and safety required through the achievement of
agreed contractual quality and performance indicators
•
Suite of Quality reporting products available
•
Up to date quality assurance and patient safety measures
•
Ensure CCG systems demonstrate robust reporting and
accountability arrangements
Amber Alerts
We have developed a user friendly electronic system, that:
•
Allows GPs to report on incident interface issues from
different care sectors
Find out more
042.
Our commitment
Business
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Business
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quality and clinical governance
What we offer
We understand how important it is to ensure that commissioned
services meet infection prevention and control (IPC) and quality
standards to ensure that all patients are treated and cared for in a
safe environment and protected from avoidable harm, including
healthcare associated infections (HCAIs).
ADDITIONAL EXPERTISE
•
Provide assurance on training and education programmes
Our team provides an expert resource on all IPC matters to drive
further improvements in the reduction of HCAIs including:
•
Provide specialist NHS Estates advice to support new builds
and refurbishments
•
Expert advice and assurance on all healthcare associated
infections and IPC related matters
•
•
Investigation and reviews of IPC related serious incidents
Provide assurance that all contractors are compliant with
their legal requirements for medical devices and waste
management
•
Access to surveillance systems and monitoring trends to
provide an early warning system
•
Assist with winter surge planning and sharing of learning
across providers
•
Expert assurance that provider IPC measures are risk
assessed, reported, monitored and actioned
•
Expert assurance to challenge provider performance and
improvement plans, ensuring that their systems, processes
and governance are appropriate
•
Investigation and review of post infection reviews and root
cause analysis
•
Horizon scanning to identify and manage potential impact of
IPC related issues early
•
Attendance at local committees and incident meetings
•
Advice on contracts to ensure they include relevant and
adequate IPC measures
•
Cascade guidance and best practice and link into IPC
network in neighbouring CSUs to facilitate cross boundary
working
We can tailor our services to help provide you with additional
more specific IPC expertise. We offer expertise services to:
Find out more
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clinical Services
Business
Support
Services
Business
clinical
Services
pathology
Overview
We can deliver a high quality and cost effective pathology service
designed around the needs of you and your patients, flexible
enough to utilise new technologies that will play a crucial role in
improving your clinical outcomes.
We can provide strategic, professional and operational support
for pathology commissioning and contract management, working
with you to deliver bespoke services to meet your needs.
why us?
COntracting and
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We have a proven knowledge and understanding of the nature
of the service and the value that it offers. We can ensure that
pathology contributes to your overall patient outcomes, by the
way in which it creates clinical value, its overall role in healthcare
and ways in which its clinical value can be maximised.
communications
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Our pathology team offers a unique, nationally recognised service
that has responded to the opportunities and challenges of the
changes to NHS commissioning.
Transformation
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We use a service specification that includes a series of key
performance indicators (KPIs) that monitor the service being
delivered.
The Department of Health and NHS England recognise the service
specification that drives the model as a national exemplar and our
team was selected as a finalist in the HSJ Value in Healthcare awards.
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pathology
What we offer
What we offer
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Working with you, along with the appropriate providers, we
will ensure that the most appropriate and cost-effective test
is identified in pathway guidelines, that access to the service
is appropriate to patients, and interpretation of results and
follow-up action by requesting clinicians are appropriate.
We can also provide you with the necessary assurance of the
quality of the pathology service you commission by utilising a
bespoke exemplar service specification. This can include regular
performance monitoring with providers and monitoring of a set of
agreed key assurance indicators.
•
Pathology commissioning and contract management
•
Baseline and benchmarking of pathology activity and costs
•
Development of condition-based approaches to pathology
commissioning
•
Lead a review of pathology demand management and cost
savings
•
Development of methodology for commissioning of new
tests and removal of redundant/obsolete tests
•
Help to commission genetic testing services
•
Agree standardised ‘Out of Hours’ protocols for urgent action
on test results
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pathology CASE STUDY
Our pathology team offers a unique, nationally recognised service
that has responded to the opportunities and challenges of the
changes to NHS commissioning. We use a service specification
that includes a series of key performance indicators (KPIs) that
monitor the service being delivered.
Developed in consultation with clinicians, commissioners and
service users, the specification, despite unprecedented changes
to NHS commissioning, has stood the test of time. Since 2010 it
has provided a robust framework across Kent and Medway and is
continually reviewed to ensure it:
•
defines the service, quality, remit and reporting
arrangements for the delivery of pathology services;
•
commissions pathology as an end-to-end clinical service;
•
ensures that the provision of pathology services is consistent
and effective by achieving an agreed set of core standards,
key performance indicators and reporting arrangements;
•
ensures best value and improved efficiency of services
through standardisation; and
•
sets a framework for monitoring the effectiveness of
pathology services against the delivery of defined key
performance indicators.
The original service specification is currently used to support
the pathology responsibilities of the eight Kent and Medway
CCGs and has been further developed to ensure that specific
requirements of the individual CCGs are met.
The Department of Health and NHS England recognise the service
specification that drives the model as a national exemplar and our
team was selected as a finalist in the HSJ Value in Healthcare awards.
Value in practice
Through the analysis work that is undertaken
the service is at a point where it can now
identify potential patient safety issues,
integrating Pathology testing with prescribing
data to identify patients at risk of adverse
events due to inappropriate monitoring.
Pathology continues to increase in use
and achieving best value and optimising
outcomes for patients is imperative.
We are leading the way in working
with customers to ensure this service
continues to realise this shared
ambition.
o
r
p
t
c
je
d
a
le
KEITH STONE
clinical services
[email protected]
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Business
UK Genetic Testing Network
Overview
We host this national organisation. UKGTN was set up by the
Department of Health in 2002 to promote equity of access to gene
testing within the NHS. Full details about UKGTN members and
the services provided are found at www.ukgtn.nhs.uk.
UKGTN working arrangements
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UKGTN is a collaborative group of clinicians, scientists, patient
representatives and commissioners. Over 60 colleagues from the
UK clinical genetics and community provide advice to the four
working groups in the delivery of the annual work programme.
The UKGTN is supported by the project team, advisors and chairs
of the working groups. The accountability is through the UKGTN
Clinical Scientific Advisory Group that has a wide representation
from the member nations, professional bodies, the Department of
Health and patient groups.
Genomic Laboratories are in the main, but not exclusively,
associated with NHS Regional Genetic Centres and NHS Tertiary
Trusts. The laboratories apply to be members of UKGTN and
are accepted providing they meet the agreed stringent quality
criteria.
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uk genetic testing network
What we offer
Influencing Policy
•
Provision of advice on policy development to the Department of
Health (DH) in all four nations and representation on the following
government initiatives:
UKGTN work to assure the clinical validity and utility of new
genetic tests and recommending these for NHS Service to the
commissioning bodies in the four countries in the UK.
•
Providing testing criteria to guide clinicians when genetic
testing is appropriate
•
Human Genomics Strategy Group - advised the government
on taking forward Genomic Medicine in the UK
•
Initiating the creation of a quality assurance matrix
(dashboard) for medical genetics
•
UK Strategy for Rare Diseases – advised the DH on the
development of the strategy
•
•
UK Rare Disease Forum – has oversight on the
implementation of the UK Strategy for Rare Diseases
•
NHS England – review of Genetic Laboratory Service
Provision
Calculating genetic testing rates in the population using data
from the member laboratories and reviewing the rates to
provide insights into the provision of testing services in the
UK for effective commissioning. The outputs are included in
the NHS Atlas of Variation in Diagnostic Services
•
•
International opportunities – working with Healthcare UK to
set out NHS Genetic services that could be offered abroad
Publishing the ‘UKGTN Guide to Centres with Specialist
Expertise for Rare Genetic Disorders’ that are listed in the
UKGTN Directory of Genetic Disorders / Genes for Diagnostic
Testing. This guide assists patients and clinicians in finding
expert advice for recognised conditions.
•
Maintaining the repository of information about clinical and
genetic testing services to clarify what is available and where
it can be obtained
Informing Commissioners
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Undertaking specific projects to inform commissioning as
highlighted in the Human Genomics Strategy Group Report
“Building on our Inheritance – Genomic technology in healthcare”
including:
•
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Publishing a report entitled “Review of Commissioning
Arrangements for Genetic Services and Strategic
Recommendations”. The conclusions were endorsed and
included in the service specification for medical genetics
adopted by NHS England
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uk genetic testing network
What we offer
Laboratory Assurance and Services
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•
The gene dossier incorporates the key concept that a genetic
test described an assay to detect: a particular genetic
variant/set of variants, for a particular disease (s), in a
particular population and for a particular purpose
•
Testing Criteria are included to define the circumstances in
which a genetic test referral may be made and ensure that
the test is performed when such criteria are met
•
The biggest change has been the introduction of panel tests
that use of Next Generation Sequencing (NGS) technologies,
first recommended by UKGTN in 2011. Prior to this clinicians
usually ordered one test at a time. A panel test which
encompasses a number of genes in one test is more cost
effective and may yield diagnostic answers more quickly
•
Technological developments are continuing with the first
targeted exome sequencing test submission received in 2014
Patients and clinicians are assured and advised about genetic
tests provided by UKGTN laboratory members by:
•
Annual monitoring membership to confirm accreditation,
testing activity, submission of data for external quality
assurance, service changes and links with research
•
Working with the Association of Clinical Genetic Science to
review best practice guidelines for technological advances
such as Next Generation Sequencing (NGS) and Clinical
Genome Sequencing
•
Developing currencies to measure testing activity that are
comparable to enable benchmarking
•
Providing a UKGTN web site that contains a searchable data
base for all the services offered by the member laboratories
Evaluation of new tests for NHS Service
A primary product of UKGTN’s work is a set of quality assured
genetic tests with clear commissioning criteria easily accessible
to patients, the public, clinicians and commissioners. UKGTN sets
the framework of what can be expected, what benefits the test
will provide and from whom to expect it. The evaluation process
includes consideration of cost savings in the diagnostic care
pathways following the introduction of the test.
•
Laboratories submit applications for new tests on a biannual
basis on an application form called the gene dossier
•
UKGTN evaluation of genetic tests based on the ACCE mode:
Analytical validity, Clinical validity, Clinical utility, Ethical,
legal and social implications
Between 2004/2014
Gene Dossiers evaluated
New tests recommended for NHS service
Testing Criteria Developed
NGS Panel tests recommended for NHS service
492
398
454
46
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COntracting and
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We specialise in providing you with the systems and processes,
expertise and resources to translate your commissioning intentions into
comprehensive, quality-assured contracts through effective procurements
that deliver the right solutions.
Business
> Contract management
communications
and engagement
> Specialised contracting
> Clinical and non-clinical procurement
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contracting and procurement
Business
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Business
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Services
Contract management
Overview
Whatever your commissioning challenges, we understand
that you need a contracting service that is reliable, responsive
and innovative. We provide the specialist advice and technical
expertise to develop market insight that supports informed
commissioning decisions, co-designed service specifications that
meet your requirements and robust contract monitoring that will
deliver high quality services.
why us?
COntracting and
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Our highly experienced teams work alongside your commissioning
teams to ensure that local priorities are fully incorporated into
provider contracts and offer commissioning solutions.
We have a proven track record of delivering significant financial
savings and driving provider compliance and delivery through
robust, effective contract negotiation.
With an extensive range of locally responsive performance
management systems, processes and reporting tools, we can
support contract performance management and help you to make
informed judgements around service development and delivery.
“You have pulled rabbits
out of hats today to help us.”
– NHS Greenwich CCG
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contract management
What we offer
ACUTE CONTRACT MANAGEMENT
CONTRACT FINANCIAL MANAGEMENT
We help you translate your commissioning intentions and
priorities into signed contracts which meet local and national
requirements. We provide a quality assurance overview of your
acute contracting and proactively rectify performance against
your plans. Our comprehensive service provides contract
negotiation strategy, explores contract modification, and
negotiates and manages contracts. We:
We provide finance support to develop and negotiate contracts,
and ensure financial performance is monitored and managed. We
provide:
•
Analyse and interpret issues and trends across all areas of
performance, including quality
•
Provide annual contract negotiation and documentation
•
Support in translating your commissioning intentions and
priorities into signed acute contracts which meet national
and local requirements, including financial and quality
parameters
COntracting and
procurement
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Our approach
•
Provide monthly contract monitoring reports based on
robust, validated data in a tailored format to meet your needs
•
Proactively rectify performance against your goals
•
Host commissioner role to ensure commissioning leverage
and benefits with acute trusts
•
Comprehensive contract negotiation and management,
along with contract modification service
•
Work with groups of CCGs to provide economies of scale
•
Monthly finance reports, including year-end forecasts
•
Expert technical advice, input into financial plans and
highlighting of financial risks
•
Road test draft tariffs against CCG contracts
•
Financial reconciliation and close down on either a monthly
or quarterly basis
•
Invoice management
•
Validation checks and variation reports
•
Respond to audit enquiries
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contract management
What we offer
Out of hours support
Business
clinical
Services
COntracting and
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We provide on call cover 24 hours a day 7 days a week, including
full cover during office hours by our specialist performance and
pressure surge team and senior level support provided outside of
core hours. Our team helps to relieve out of hours pressure by:
•
Liaising with social and community services
•
Agreeing with various stakeholders when a redirection from
local A&E can happen
•
Exploring ways of utilising additional capacity to free up
pressures
•
We support CCGs with effective management when there is
increased pressure across London
•
We monitor service pressure across the acute sector during
out of hours
CONTRACTING BUSINESS INTELLIGENCE
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Our contracting business intelligence service ensures you have
the latest information on the performance of your contracts. We
understand that you need a contemporary picture of contract
performance so you can address concerns with your providers.
Our analyses provide the information you need and allow you to
make quick and well informed decisions. Our service provides:
•
Standard reports and data sets across a range of
performance measures, such as secondary care activity
•
Self-service analysis tools to enable you to create your own
bespoke reports
•
Statutory reporting, benchmarking and trend analysis
•
Monthly CCG integrated report on performance of contracts
•
Access to all reports, analysis tools and data files through our
online portal
•
A six-monthly benchmarking report
•
Ad hoc bespoke reports to meet your particular information
needs
aCUTE PERFORMANCE MANAGEMENT
Our customers need to know how their acute services are
performing to keep abreast of issues. Our acute performance
management service keeps a finger on the pulse of trusts’
performance so our customers can be confident they have the
information they need. Our service provides:
•
Weekly briefings of A&E performance
•
Monthly performance monitoring and management of
the client’s performance against the mandated Quality
Requirements operational standards
•
Perform the host commissioners role to ensure providers are
meeting requirements as a whole
•
Support for annual contract negotiation and
documentation
•
Seek explanations and action from providers on queries
raised by CCGs
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contract management
What we offer
PRESSURE SURGE MANAGEMENT
•
Monthly contract monitoring and management against
performance metrics
Our pressure surge management team helps our customers
respond to surges on a day to day basis. We work to provide a
coordinated management and resolution of pressure surges
through a centralised team. We:
•
Active contract compliance management
•
Escalation and intervention if concerning issues arise
•
Responsive and flexible support
•
Lead the response to pressure surges on a day to day basis,
including an out of hours service
MENTAL HEALTH CONTRACTING AND MANAGEMENT
•
Broker agreements across the local area to ensure that
mutual aid is available to re-balance pressures
We support the management of the contract process for
customers who commission mental health services. We:
•
Monitor local area situations to coordinate required
responses to surges in pressure
•
Provide contract negotiation, performance monitoring and
transactional support
•
Liaise with CCGs, trusts, NHS England and other providers to
put in place any corrective actions that are needed to prevent
further situations
•
Liaise with providers to receive monthly quality and
performance information and produce robust reports
•
Administrate the Client’s Major Incident On Call Rota
•
Review non- acute data and performance trends
•
Provide regular pressure updates on issues and actions being
taken
•
Attend and administer contract meetings
•
•
Provide training on pressure surge management
Highlight non-performance and highlight issues that may
affect deliverables
•
Provide proactive management action to rectify performance
or variance against plans
COMMUNITY CONTRACT MANAGEMENT
Our comprehensive community contract management service
gives our customers performance, negotiation and transactional
support for their community contracts. Our service provides:
•
Annual contract negation and documentation that translates
our customers’ commissioning intentions and priorities into
robust community health service contracts
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Specialised contracting
Overview
We understand how important it is for providers to deliver your
requirements and we proactively manage contracts to ensure
they do just that. Our real-time analysis of patient choice
identifies service gaps and supports your contract negotiations
and future commissioning plans.
To any challenge we bring experience of commissioning together
with specialist knowledge of the health sector and professional
commissioning expertise.
why us?
We work closely with you to develop service specifications that
meet your requirements. Our expertise in NHS 111 is second to
none. Our team has an in-depth understanding of the full NHS 111
picture, from strategy through to operations and contract.
We have a proven track record of delivery and a reputation for
working inclusively with all stakeholders to meet the needs of
service users and carers.
“You were the most organised team
we have worked with.”
– NHS Croydon CCG
We are passionate about improvement – delivering better
outcomes, addressing variation, focusing on recovery, offering
choice and control to users, and making savings to reinvest in
better solutions.
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What we offer
NHS 111 CONTRACTING
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Our expertise in 111 is second to none. Our team have an in-depth
understanding of the full 111 picture, from strategy through to
operations and contract. We provide:
•
Timely, comprehensive and systematics contract monitoring
reports in a tailored format to meet your requirements
•
Impact monitoring of 111 on the wider unscheduled care
system
•
Management of 111 contracts to ensure providers meet your
business plan and strategic objectives
•
Reports on activities by disposition, symptom groups,
demographics and quality
•
A maintained directory of services
•
Governance and quality assurance
•
Specialist communications and engagement to support
stakeholder engagement
•
Evaluation of the implementation pilot to inform and
influence future procurement
•
Bespoke services, such as contract management of out-ofhours and urgent care centres
•
Real time analysis of patient choice to identify service gaps,
supporting contract negotiations and future commissioning
plans
•
Advice on the local impact of potential service redesign
•
Work with local GP practices and community services to
develop direct referrals to practices as part of 111
•
Proactively manage contracts to ensure that
underperformance is rectified and providers are meeting
your needs
HOME OXYGEN
We provide contract management to ensure that the Home
Oxygen Service is supplied safely and effectively to the patients
that need it.
•
Our team supports 51 CCGs to ensure both value and
efficacious service delivery through collaboration with
healthcare professionals, data reviews and training
•
We provide consistent leadership, focused training and
interactive reconciliation services to support commissioners,
clinicians and patients
•
We have strong links with key collaborative partners to
ensure prescribing messaging and supplier compliance is
focused on keeping patients well and safe
•
Our contract leads are valued and trusted nationally to deliver
the continuity necessary for this essential patient service.
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What we offer
SERVICE REDESIGN AND REPROCUREMENT
Business
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Services
Our specialist contracting team is able to support customers who
are considering a service redesign and re-procurement. We come
along side to provide a full end to end service throughout the
process, including:
•
Strategy development
•
Service design
•
Procurement
•
Ongoing contract management
Find out more
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Business
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Clinical and non-clinical procurement
Overview
Incorporating all of the elements of Quality, Innovation,
Productivity and Prevention (QIPP), our procurement team
ensures that you get the best from your suppliers while improving
patient care and maintaining compliance with all legal and
regulatory conditions.
Throughout the commissioning cycle we work with you to ensure
a fluid procurement process with technical excellence and
minimal delay, from initial commissioning intentions to contract
renewal, using an up-to-date procurement governance and risk
management framework.
COntracting and
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why us?
communications
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From developing strategies to final sign-off, we guide and support
you throughout the procurement process. The information we hold
on local and national health providers feeds into the procurement
process to ensure that you can identify best value providers in
accordance with Standing Financial Instructions guidelines.
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Our trend analysis helps to shape the market by offering you
insights to support confident provider selection. We also provide
strategies for maintaining positive procurement relationships with
your suppliers.
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What we offer
PROCUREMENT STRATEGY
Any Qualified Provider
•
Full support for new AQP
procurements
Standing back and looking strategically
at the procurement process is essential
to get the most from suppliers. We work
with customers to develop:
Any Qualified Provider (AQP) is a key
component of the procurement toolkit.
It offers a mechanism to deliver real
patient choice, provides demonstrable
competition in the marketplace and can
be undertaken in less time, and at less
cost, than a traditional procurement.
•
Reopening of Applicant Windows on
existing AQP procurements
•
“Light touch” reaccreditation of
existing AQP providers combined
with opening of a new AQP Window
for new entrants
•
Compliance Checks, as part of the
inclusive package, or as a separate
service
•
Service Delivery Evaluation
•
Support and advice to
commissioners and supporting CSUs
•
Access to AQP historic data
•
clinical
Services
The procurement strategy, reviewed
annually, that balances best patient
healthcare alongside risk in terms
of financial goals and regulatory
compliance
•
A framework for procurement
governance and risk management
•
A checklist to ensure that our
customer’s strategy is aligned
with wide procurement strategies
(collaborative, regional, national)
and relevant regulations
COntracting and
procurement
•
communications
and engagement
•
A process to comply with the Any
Qualified Provided (AQP) model and
process in line with Department of
Health policy and best practice
Detailed programme of procurement
and individual procurement plans
Our AQP Support Hub is led by experts
in clinical procurement who have
been involved in supporting and
developing AQP since its inception.
We offers tailor made solutions for
each AQP procurement, working with
commissioners and local area teams
to achieve a highly cost efficient
procurement process with the desired
outcomes.
The AQP Support Hub has developed
a reliable documented process with
achievable time lines. It is in use over a
wide range of clinical services.
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What we offer
MARKET DEVELOPMENT
Business
Our Services
•
Work with commissioners to identify
and develop the procurement
strategy for each service – identifying
and assessing options to select
the most effective approach and
avoiding unnecessary activity
•
Receive notification of changes to
commissioning intentions and any
decommissioning notices from
commissioners
We enable commissioners to engage the
market to:
•
Test market capability and capacity
•
Stimulate interest in providing
services
•
Facilitate provider cooperation
•
Enable service integration
•
Refine service models and service
specifications
We conduct market engagement with
a structure programme of research,
requests for information, promotional
events, workshops and individual
discussions.
PROCUREMENT MANAGEMENT AND
DELIVERY
Throughout the commissioning cycle
we work with clients to ensure a fluid
procurement process with technical
excellence and minimal delay. We:
•
Collate material according to
commissioner clinical specification
for business cases or case for change
•
Develop the pricing and commercial
agreement approach
•
Provide guidance and
recommendation on the service
specification to ensure it is fit
for purpose or procurement and
ongoing contract management
•
Provide guidance and
recommendations to structure, define
and establish the tender evaluation
approach, including criteria and
weightings, using best practice
models to accelerate development
•
Help structure, define and establish
the governance approach to
develop tender documents. We
work with customers to develop
a comprehensive approach that
covers clinical quality, patient safety,
effective service delivery and a good
patient experience
•
Provide web-based tools to enable
suppliers to select opportunities and
submit and tenders
•
Run bidder engagement events
•
Manage the tender process from
initial advert through to final bids
•
Manage the tender evaluation process
•
Provide training to the tender evaluation
•
Manage clarification throughout the
procurement process
•
Ensure the bidding process
is compliant with all relevant
procurement governance policies
and regulations
•
Deliver a bid evaluation report with
recommendations for bidder selection
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What we offer
•
Source any required external expert
advice
•
Maintain and communication the
procurement timetable to the client
highlighting any key stages
•
Respond to queries from Monitor as
necessary
•
Seek legal advice to support the
process and where necessary will
include the addition of contract
clauses
•
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clinical
Services
COntracting and
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Our approach
Optimise terms and conditions of the
contract with our expert negotiators
REPORTS
Our weekly, monthly and ad hoc reports
throughout the procurement process
ensure that our customers are always upto-date on current and planned activities.
NON-CLINICAL PURCHASING
It is important to have non-clinical items
sourced, procured and paid for on time and
at the best price.
We ensure you get the right products at the
right prince through:
•
An annual purchasing programme
with savings targets
•
Negotiating contracts for all
consumable, ensuring the best
available procurement frameworks
and value for money
•
Establishing a non-clinical purchasing
interface, electronic catalogues and
e-purchasing system that interfaces
with your payment ledger
•
Ongoing management of contracts
•
Reporting on savings achieved year
on year, and cost savings against
annual targets
•
Ensuring all purchasing is fully
compliant with standing financial
instructions and standing orders
and all other relevant procurement
legislation
•
Actively seek opportunities for
savings by collaborating on nonclinical procurement
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communications
and engagement
We offer extensive communications and engagement expertise gained
from the NHS, central and local government and the commercial sector.
COntracting and
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Our communications and engagement programmes support and
empower you to develop the culture, systems and processes to embed the
patient voice into commissioning.
communications
and engagement
> Communications
> Insight, engagement and consultations
> Creative and digital
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communications and engagement
Business
Support
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Business
Communications
Overview
Our experienced Communications team can offer a proactive,
consistent and reliable communications stream to all your
audiences, helping you engage effectively with your community.
clinical
Services
Our established relationships with local, regional, national and
trade media secure you timely and appropriate coverage when
needed, and we are on-hand to provide media training and
support ahead of radio or television interviews.
COntracting and
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why us?
communications
and engagement
We are an award-winning team of experts who have experience
in journalism and broadcasting, branding, marketing and public
affairs. We understand the complexities of commissioning and the
health and social care system and have a strong track record in
producing campaigns that change and influence behaviours.
“I have had absolutely brilliant
communications support in dealing with a
particularly sensitive matter.”
Transformation
and service
redesign
– NHS Merton CCG
063.
Our commitment
Business
Support
Services
Business
Our communications and engagement programmes support and
empower you to develop the culture, systems and processes to
embed the patient voice into commissioning.
INTERNAL AND MEMBERSHIP COMMUNICATIONS
•
Expert advice on engaging with staff to share information and
support organisational engagement
STRATEGIC COMMUNICATIONS ADVICE AND REPUTATION
MANAGEMENT
•
Increase staff satisfaction and improve retention, sickness rates
and increased productivity
•
Prepare and distribute staff newsletters, regular staff updates,
blogs
•
Support for membership engagement, from online and written
materials to events
•
Submit compelling award submissions
•
Provide communication support for emergency planning,
resilience and response.
•
•
•
communications
and engagement
Transformation
and service
redesign
Contact us
What we offer
•
COntracting and
procurement
Our Services
communications
•
clinical
Services
Our approach
Strategic communications advice for your board members and
service leads
Briefing responses to requests from ParlyHub and the
Department of Health
Develop compelling narratives and messaging
Support for Health Overview and Scrutiny Committee report
development
Positioning and strategic fit with national NHS policy.
COMMUNICATIONS, MEDIA MANAGEMENT AND CRISIS
COMMUNICATIONS
STAKEHOLDER RELATIONS
•
Listen and respond to patients and the public, using tools
such as polling, focus groups, social media and community
engagement
•
Provide research and advice on how to handle stakeholders,
including MPs, local authorities, patient groups and other NHS
bodies
•
Develop and maintain strong media relations with key
journalists, publications and broadcasters
•
Respond to media enquiries and rebutting unbalanced reporting
•
Press conferences and briefings with providing key
spokespeople and patient case studies
•
•
Produce press releases, editorials and features and placing
stories with the media
Support the recruitment of members of the public for strategic
committees and advisory groups
•
•
Tailor-made media training, monitoring, analysis and evaluation.
•
Support for preparing annual reports and PowerPoint presentations
Organise events though sourcing and managing venues,
audio visual support, content design, briefing and supplying
speakers, facilitating, producing key materials and managing
attendance
•
Provide editorial content for customers including prospectuses,
client newsletters, newspaper columns, staff bulletins
•
Accessible and inclusive engagement, to facilitate the
involvement of hard to reach communities of interest
064.
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Our Services
Contact us
Business
Support
Services
Business
clinical
Services
COntracting and
procurement
communications
and engagement
Transformation
and service
redesign
communications CASE STUDY
The Brief
“Well laid out, easy to use
We know A&Es have never been busier. In recent months, the
story has rarely been out of the headlines. It is estimated between
15 and 25 per cent of people attending A&E could use another
service instead, which would save the NHS nationally millions
of pounds every year. Instead, we know they go to A&E, often
because they do not know what else to do.
website. Suggested services
which I had never
heard of. Great idea!”
– member of the public
what we did
We created a ground breaking website and app that aims to help
people find the right local health services to meet their health
needs, especially when they need medical help fast but it is not a
life-threatening emergency.
Developed with Kent and Medway GPs, hospital doctors,
paramedics and other health professionals, more than 30,000
local people have used it to get health help.
The website won Best Website in the AHCM Communicating
Healthcare Awards 2014 and a silver award in the CIPR regional
PRide awards, for Best Use of Digital. It has also been shortlisted
for the CIPR Excellence Best Use of Digital award and for the Best
Consumer Website DigiAward by CorpComms magazine. Since
launching in December 2013 the website had more than 42,000
visits with people staying online for around 3 minutes. In its first six
weeks the native app had been downloaded more than 800 times.
s
pr
o
t
ej c
d
a
e
l
emma burns
communications
[email protected]
nigel whapshott
creative and digital
[email protected]
065.
Our commitment
Our approach
Our Services
Contact us
Business
Support
Services
INSIGHT, ENGAGEMENT AND CONSULTATIONs
Business
Overview
clinical
Services
Putting patients and the public at the heart of commissioning
allows them to influence outcomes and decisions, so
your services can be developed to meet the needs of local
people. Through experienced engagement and consultation
professionals, we can provide you with the knowledge and insight
to meet local challenges and national requirements.
COntracting and
procurement
communications
and engagement
why us?
We are a team of engagement experts with established networks
of communities, including people who are ‘harder to reach’.
We work with you to tailor our expert knowledge of these
communities to create a dialogue that informs decision-making
and helps your local populations to stay healthy.
“The engagement team have worked closely with
us to devise innovative and tailored ways to
reach as many people as possible, and I believe it
Transformation
and service
redesign
has built confidence among patients that we will
engage them in our plans in future.”
– NHS South Kent Coast CCG
066.
Our commitment
Business
Support
Services
Business
clinical
Services
COntracting and
procurement
Our approach
Our Services
Insight, engagement and consultations
What we offer
We work with you to fulfill your aims and values around involving
the local community in your work. Through engagement and
consultation, we can provide you with the knowledge and insight
to meet local challenges and national requirements.
•
•
•
Engage local people via variety of means from public events,
focus groups, interviews, social media discussion forums,
deliberative events, options appraisals, people panels and
citizen juries
Strategic advice and organisational support in planning
legally robust, open processes which will allow clinicians,
commissioners, partner organisations, patients, stakeholders
and the public to take an active part in planning service
change and reconfiguration.
Demonstrate your sincerity by engaging effectively, allowing
you to choose the best way to work with people and keep the
dialogue fresh and effective
PAtient INSIGHT
communications
and engagement
Transformation
and service
redesign
Contact us
•
Identify, collate and analyse existing insight work across
the health economy using expertise and specialist market
research skills to produce user friendly and actionable
outputs to inform decision making and planning
•
Use a range of feedback mechanisms including paper and
online questionnaires, focus groups, face-to-face and telephone
interviews, complaints, social media and patient stories
•
Support, guidance and mentoring to build skills and
confidence in research, survey design and insight gathering
PATIENTS IN CONTROL
More patient-centric approaches to commissioning for improved
self-care can improve patients ability to manage their own care
more successfully and independently, reduce unnecessary/
inappropriate health service visits and improve the patient
experience of living with their condition(s).
•
A one-stop shop of online resources to support clinicians,
health care providers, commissioners and patients to support
patients to manage their own health
•
Access a variety of tools for measuring shared decision
making and self-management
•
Use incentives to enable commissioners and other interested
parties to identify and use existing levers or mechanisms to
encourage clinicians to adopt the Patient in Control agenda
•
A training toolkit and training workshops to increase
commissioning capabilities and to support commissioners
to consider the full breadth of services that can be
commissioned to support individuals to better self-manage
their conditions
Find out more
067.
Our commitment
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Our Services
Contact us
Business
Support
Services
Business
Overview
clinical
Services
Using creative designs and the latest digital channels ensures you
can reach wider and deeper into your communities. Employing
current and new technologies combined with tried and tested
communications and engagement methods will ensure you can
engage with the widest range of audiences at the right time, in the
right place.
COntracting and
procurement
We can lead effective social marketing campaigns that are
evidence based and achieve valuable results. We will cut out
the need for an external agency, which means we can be more
responsive and that offer competitive prices.
why us?
communications
and engagement
We find creative solutions to engage audiences from intranet/
extranets, websites and e-bulletins to marketing and campaigns.
We work with you to deliver bespoke, high quality, eye-catching
designs that reflect the values and brand of your organisation.
“Fabulous job, looks really good,
really impressed.”
– Eastbourne, Hailsham & Seaford CCGs
Transformation
and service
redesign
068.
Our commitment
Business
Support
Services
Business
clinical
Services
Our approach
Our Services
Contact us
What we offer
•
Development of websites, apps, intranets and extranets,
video conferencing and blogs
•
Integration with social media channels, blogs Google maps
and digital campaigns
•
Expert advice and strategies for using social media, including
Twitter, Facebook, LinkedIn, YouTube and Yammer
•
Digital campaigns including email marketing, pay per click
advertising and social media
•
Digital campaigns and advertising
•
•
Analysis and monitoring of social media coverage and reach
Feature-length and short web videos, using professional film
equipment, editing suites, animation and photography
•
Brand development, marketing materials and reputation
management for products
•
Agency-style service to provide graphic design and print of
annual reports, posters, pop-up banners, supplements and
brochures
Websites, intranets, social media and apps
COntracting and
procurement
communications
and engagement
Transformation
and service
redesign
•
Design effective and engaging public websites and staff
intranets
•
Technical support, including training, regular software
reviews and functionality spot checks
•
Regular search engine optimisation reviews and advice for
creating new and refreshed content
•
Performance reporting using Google Analytics and search
engine ranking
•
Development of mobile apps, interactive documents and
training tool kits
069.
Our commitment
Our approach
Our Services
Contact us
Business
Support
Services
Business
clinical
Services
COntracting and
procurement
communications
and engagement
transformation
and service redesign
Our Transformation and Service Redesign team delivers services following
a consultancy approach based on our robust competency framework.
We are available to support customers to identify, design and deliver
transformational change for improved outcomes and better services, to
improve population outcomes and deliver value for taxpayer money.
We offer a whole system life cycle approach, running across all the services
South East CSU offers, producing packages of support to suit each customer.
> New models of commissioning
Transformation
and service
redesign
> Whole system integration
> Service optimisation
070.
Our commitment
Our approach
Our Services
Contact us
transformation and service redesign
Business
Support
Services
New Models of Commissioning
Business
Overview
clinical
Services
COntracting and
procurement
The NHS is introducing a range of new models of commissioning
alongside existing ways of commissioning that are working well.
We can support you to deliver programmes of whole system
change across the health and social care system, in localities
or wider geographic areas. We have strong credentials in the
development and implementation of new and innovative
approaches to commissioning and contracting for services.
why us?
We have a wealth of knowledge, experience and skills directly
gained through working in the complex environment of the NHS.
We have an in-depth understanding of the challenges facing local
health and social care economies. Our team members are highly
experienced in Commissioning services and Commissioning
support.
communications
and engagement
Transformation
and service
redesign
071.
Our commitment
Business
Support
Services
Our approach
Our Services
What we offer
Whole systems transformational change
Business
clinical
Services
We can offer subject matter expertise and expert change
management skills and knowledge to:
•
Identify, shape and deliver programmes of whole system
change across health and social care in line with the most up
to date models of care available.
•
Use proven approaches and methodologies to support
system change and delivery.
•
Deliver programme life-cycle outcomes and transformation.
System diagnostics and review
COntracting and
procurement
communications
and engagement
To model and analyse commissioning and contracting models
across health and social care systems and the impact on service
delivery. We can offer:
•
Dependency mapping
•
Provider engagement
•
System design and delivery
•
Planning and forecasting
•
Benefits realisation.
Strategic support
To develop and align programmes for strategic vision and
priorities to fit local and national requirements for health
economies. We can offer:
•
Alignment of strategies across local and national partners.
•
Support in the development of implementation plans for
single services or large scale transformation.
Primary care co-commissioning
•
Activity modelling,
•
Population analysis,
•
Benchmarking health systems
To support the three levels of primary care co-commissioning
across CCGs and primary care. We can offer:
•
Data mapping
•
Analytic service
•
Governance design
•
Contracting option appraisals
•
Organisational development to enable collaboration and
system change.
Integrated care and joint commissioning
Transformation
and service
redesign
Contact us
To support the development of integrated approaches to
commissioning, contracting and delivery of services across health
and social care. We can offer:
072.
Our commitment
Business
Support
Services
Business
clinical
Services
COntracting and
procurement
Our approach
Our Services
What we offer
Commissioning and contracting for outcomes
Mental health commissioning
To support in the development and delivery of outcomes based
models of commissioning across health and social care. We can
offer:
To support improvement in population mental wellbeing and
mental illness treatment and care. We can offer:
•
Outcomes design with engagement of patients and clinicians
•
Support and advice for capitated and value based
approaches and provider delivery models. Development of
contractual models to deliver outcomes.
Transformation
and service
redesign
•
Development of commissioning intentions and related
contractual service specifications
•
Performance frameworks and CQUIN
•
Development of business cases or case for change to
facilitate optimal performance and improved values for
money
Multispeciality Community providers (MCPs)
To support, develop and plan for integrated providers of out-ofhospital care. We can offer:
New models of care
•
Organisational planning and design
•
Risk stratification and population segmentation
To support and translate new models of care to customers and
the wider health community in order to facilitate best practice
delivery. We can offer:
•
Community and patient engagement
•
•
Capitated contract design and implementation
Identification of emerging national and international policy
and delivery models for health and social care
•
Supporting the planning and analysis of functional fit across
a region or locality.
Primary and Acute care systems (PACS)
communications
and engagement
Contact us
To develop and deliver integrated community provision of
some hospital and mental health services and include primary,
community and social care where required. We can offer:
Specialised services
To support and deliver requirements of specialised services (such
as Cancer Services) across regions to meet with local population
requirements. We can offer:
•
Whole system integration approaches including shifting care
requirements and development of new organisational forms
•
Population analysis
•
Analysis of specific metrics to assess and benchmark services
•
Risk stratification
•
•
Developing approaches to remote and digital
technology
Stakeholder engagement to influence strategy and improve
services
•
Development of quality assessment frameworks for CCGs to
support quality standards.
073.
Our commitment
Our approach
Our Services
Contact us
Business
Support
Services
Business
clinical
Services
COntracting and
procurement
communications
and engagement
Transformation
and service
redesign
Outcome Based Commissioning in Croydon CASE STUDY
The Brief
We also worked with commissioners in health and social care,
this included:
To support Croydon CCG and Croydon Council to develop a
suitable outcomes based commissioning model for over 65s in
Croydon. To utilise a projected capitated budget of £1.7bn across
health and social care. Working in alliance with PwC, COBIC and
Wragge Lawrence Graham & Co.
•
Aligning budgets, contracts and services
•
Working with the contracting and finance teams
to understand all services commissioned in
Croydon as part of developing the scope of
services
what we did
•
Understanding the number and types of
contracts in place and their key features,
current expenditure
We have supported Croydon CCG and Croydon Council to reach
agreement to appoint an alliance provider using a most capable
provider model (MCP) for health and social care services for over
65s in Croydon.
Our approach engaged with both patients and clinicians in order
to help define outcomes, this included:
•
Reviewing existing outcomes including national outcomes
- NHS Outcomes Framework, population level outcomes,
service level, clinical, and Patient Reported Outcome
Measures (PROMs).
•
Engaging key stakeholders - service users/carer
representatives, primary and secondary clinicians and
providers - to develop high level outcomes.
•
Working with Business Intelligence and Public Health
colleagues to identify appropriate quantitative and
qualitative performance indicators.
•
Working with the contracting teams to understand the
number and types of contracts and the elements that
support outcomes
“South East CSU provides strong
support to our teams as we
collaborate to improve outcomes
for patients” – Croydon CCG
d
o
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t
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je
lea
Frankie Lynch
transformation and
service redesign
[email protected]
074.
Our commitment
Our approach
Our Services
Contact us
Business
Support
Services
Whole System Integration
Business
Overview
clinical
Services
Leading successful integration programmes can bring about
major system transformation. We can support you to aggregate
a range of services, ensuring that they collaborate and align
to deliver a whole system change and bring alignment to add
value to the health and social care system. We have subject
matter experts who are focused on community and social care
integration, experienced in working with Local Authorities in
addition to Community Providers.
why us?
COntracting and
procurement
communications
and engagement
We have a large team of individuals passionate about change,
whose track record of transforming services, people and
processes has been established within and outside the NHS.
Many of our team have undertaken large scale integration
projects in complex environments where multiple stakeholders,
cultural diversity and a reluctance to change have typically been
the norm.    
Transformation
and service
redesign
075.
Our commitment
Business
Support
Services
Business
clinical
Services
COntracting and
procurement
communications
and engagement
Transformation
and service
redesign
Our approach
Our Services
Contact us
whole system integration
What we offer
Service integration
To enable full or partial service integration to meet the
requirements of a population’s health and social care needs. We
can offer:
•
Service redesign based on data modelling
•
Population prediction and existing pathways
•
Engagement of stakeholders to improve quality and
interaction between providers
•
Design of systems and structures to enable service
integration and programme management for effective
implementation.
Expert Modelling and analysis (intelligent
client)
To provide the advanced analytics required to model and analyse
financial, activity and population information. We can offer:
development of activity and financial models for a range of
provider organisations
Modelling and analysis of health and social care economies,
including population, services and impact analysis
Transformational change
Digital health – technology enabled solutions
To identify, shape and deliver change across health and social
care. We can offer:
To develop and lead approaches to using remote or digital
technology. We can offer:
•
Subject matter expertise and expert change management
skills and knowledge
•
Support in the use of new technologies and telemedicine
to provide fast and effective access to clinical and specialist
input for patients
•
Use of proven approaches and methodologies to support
system change and delivery
•
•
Design of digital systems to support the education or
signposting of a population to support correct use of health
and social care services.
Delivery of programme life-cycle outcomes and
transformation
076.
Our commitment
Our approach
Our Services
Contact us
Business
Support
Services
Business
clinical
Services
COntracting and
procurement
communications
and engagement
mental health service
The Brief
In spring 2012, proposals were made to develop a new
acute mental health service model as part of the Kent and
Medway Mental Health Strategy. It needed to focus on clinical
effectiveness, safety and positive patient experience, quality of
service and capacity.
what we did
CASE STUDY
Options were developed through engagement events with
service users, carers, voluntary organisations, GPs, mental health
specialists and other clinicians, representatives of the public,
including elected members of two councils, and Joint Health
Overview and Scrutiny Committee.
This led to the approval of new pathways and commissioning of
resources to support the model with a contract value of over £2
million. The model will be fully delivered in April 2015 when the
final ward opens.
We supported the eight Kent and Medway CCGs to consult and
engage on the process and develop a model. Working with Public
Health we undertook a bed sensitivity analysis and highlighted an
unexpected increase in demand for beds.
Using the latest research, national and international best practice
and an analysis of local needs and current spend, we developed
Innovative ways to increase capacity of the acute service.
Transformation
and service
redesign
077.
Our commitment
Business
Support
Services
Business
Our Services
What we offer
Stakeholder management and engagement
Cross partner strategic facilitation and support
To engage, manage and communicate with a range of
stakeholders dependent upon specific services. We can offer:
To support provider organisations approaching significant
change that will impact the health and social care landscape in a
locality or region. We can offer:
•
Engagement exercises with patients, clinicians, providers and
other stakeholders such as the third sector
Workshops, engagement events, launch events and
campaigns to influence and improve services.
Impact assessment
COntracting and
procurement
To assess and formally examine the potential health effects of a
proposed policy, program, or service re-design project. We can
provide:
•
communications
and engagement
Contact us
whole system integration
•
clinical
Services
Our approach
Practical mechanism’s for collaborating with other partners
in health and social care to address the determinants of
health and to assess the risk to a particular health system.
•
Deep dive-analysis,
•
Stakeholder engagement
•
Organisational development
•
Collaboration events
Health Innovation
To share cross-cutting innovations from some of our partner
organisations who work across the health system in some of the
most advanced and innovative ways across health and wellbeing. We
can offer access to a range of organisations who provide innovative
design to key clinical areas and or innovative diagnostics.
Transformation
and service
redesign
078.
Our commitment
Our approach
Our Services
Contact us
Business
Support
Services
Service Optimisation
Business
Overview
clinical
Services
COntracting and
procurement
The NHS requires a wide range of ongoing delivery advancements
for improving the efficiency, productivity, human resources
activity and value to the NHS. We can support you throughout
the planning, commissioning and service delivery life-cycle to
ensure that you can maximise efficiency and effectiveness for the
services that you commission. These services run across acute,
community and mental health care.
why us?
Our model of delivery allows staff to be deployed flexibly, working
within a matrix management structure that is based on a strong
professional development culture; this brings a rich skill mix
to service delivery. We use an associate model where required
this allows us additional expertise and knowledge base to drive
success and value for our customers.
communications
and engagement
Transformation
and service
redesign
079.
Our commitment
Business
Support
Services
Business
clinical
Services
Our approach
Our Services
Contact us
What we offer
Pathway and service re-design
or re-configuration
To re-design care pathways in order to improve outcomes, quality
and efficiency and the interaction between service providers and
the population they serve. We can offer:
•
Benchmarking
•
Best practice analysis
•
Programme management
•
Stakeholder engagement
•
Service mapping.
We can offer:
•
Data modelling and research
•
Population risk stratification
•
Forecast outturn planning
•
Health service mapping
Economic and utilisation appraisal
To deliver full provider utilisation and economic appraisal across
community, hospital or mental health provider organisations. We
can offer:
•
Health prevention strategies
COntracting and
procurement
communications
and engagement
Transformation
and service
redesign
To design and aid promotion of wellness campaigns linked
to population profiles within a region or location analysing
persistent inequalities in life expectancy and healthy life
expectancy between communities and groups. We can offer:
•
Planning and analysis
•
Provider collaboration
•
Communication and engagement to enact healthy living
changes
Detailed utilisation reviews for service areas to determine
effective use of service and analysis of activity projections or
unmet need.
Organisational Development
To support delivery of improvements for patients using
organisational development techniques to improve quality and
service. We can offer:
•
Support to leaders and their staff to develop organisations to
be fit for purpose to meet the needs of patients and service
users
Service planning and forecasting
•
Support and understanding of the organisational culture and
its approach to governance and decision making
To understand and map current and future state of services,
including the activity undertaken, processes involved and
pathways followed.
•
Support to lead and champion change at many different
levels.  
080.
Our commitment
Business
Support
Services
Business
clinical
Services
COntracting and
procurement
communications
and engagement
Our approach
Our Services
Contact us
What we offer
Delivery improvement
We can offer:
To improve the mechanisms for delivering services and pathways
across providers. We can offer:
•
Mobilisation of an on-boarding process as part of a business
development pre-approval stage
•
Delivery of an off-boarding approach at service cessation to
ensure effective service delivery on transfer
•
Formulation of negotiating strategies
•
Facilitating the latest policy improvements, or work on
specific services areas such as Delayed Transfers of Care
(DTOC) or urgent care programmes
Quality Improvement Productivity and
Prevention (QIPP)
To support at regional and local level to address the quality and
productivity challenge that has been set of NHS organisations.
We can offer support for the successful implementation and
management of QIPP schemes to make efficiency savings. This
includes:
•
QIPP design
•
Testing and benchmarking
•
Analysis of activity projections
Programme and Project Management
To provide high quality programme and project management
support to full scale transformation programmes or smaller scale
projects and services. We can offer:
•
Development of delivery plans
•
Governance arrangements
•
Risk management
•
Benefits tracking
•
Programme reporting
•
Advice and support through to provision of dedicated project
and programmes managers
On-boarding and off-boarding
Transformation
and service
redesign
To provide specific programme management related to the
commencement or cessation of service delivery.
081.
Our commitment
Our approach
Our Services
Contact us
Business
Support
Services
Business
clinical
Services
on-boarding CASE STUDY
The Brief
We want to help you get the best value for money while making
sure that you are commissioning high quality patient care. Our
Financial Management and Planning teams help you to control
your budgets with efficient and realistic plans, ensuring you
meet your business objectives without compromising on service
quality.
We employ people who are passionate
about achieving great patient care while
supporting commissioners with their
day-to-day financial targets. Whether it be
planning, accounting, invoice management
or cash management, our teams have the
depth and breadth of knowledge and
experience to support you.
what we did
COntracting and
procurement
With advice and analysis that supports effective decision-making
across the spectrum of commissioned services, we can ensure
your strategic and operational plans are financially sound and
achievable. Our Accounting, Reporting and Control teams ensure
that you meet your statutory requirements of keeping true and
fair accounts with minimum disruption to your business.
communications
and engagement
Transformation
and service
redesign
o
r
p
t
c
je
d
a
le
Frankie Lynch
transformation and
service redesign
[email protected]
082.
Our commitment
Our approach
Our Services
Contact us
Contact us
We provide support services to clinical commissioning groups
(CCGs), NHS England and health and care providers
Our services range from finance and information governance through
to acute contract management and health informatics.
We support 28 CCGs across London and the south east, serving a
population of 6.7 million.
We have significant experience of working with clinical
commissioners, clinical networks, IT support and primary and
secondary care providers across multiple complex health economies.
With over 1,000 skilled and dedicated staff we support you to
improve outcomes for patients.
working
together
1 Lower Marsh
Waterloo
London
SE1 7NT
020 30494444
www.southeastcsu.nhs.uk
My ambition for SECSU is to
build on the positive start
made so far, where we deliver
commissioning support
services in a professional
manner that customers value
and want.
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