Publication

Achieving radical reform in the NHS by reorganising service delivery around the patient journey

Patient expectations of healthcare provision are being driven increasingly higher, not least because of their experience as private-sector consumers

The pressure on the UK's health service to meet these expectations is underlined by this Government's agenda to transform public service delivery and confirmed budget announcements to dramatically increase NHS funding. However the healthcare market is getting increasingly sophisticated and segmented and, with a history of under investment, the delivery end is struggling to match the pace of change required.

In PA's experience there are three principles that set apart successful healthcare change programmes from the majority:

A patient-centric view. Adopting a patient-centric view as the starting point for the redefinition of the organisational processes and structure required to deliver a quality service.

'Lite' exploitation of information technology. Using technology to give read and write access to systems residing in separate organisational units, allowing the sharing of information but avoiding lengthy IT integration or system development - this ensures early demonstrable benefits and avoids reinventing large monolithic systems that are slow to develop and even slower to change.

A clinical-centred approach to change management. Recognising that change must be driven from the service delivery end of the business and that achieving this requires early clinical engagement and acceptance.