Capgemini, in collaboration with South East Commissioning Support Unit (SE CSU)’s transformation team, has provided programme management and specialist technical expertise for NHS England’s Digital Primary Care Team to support 37 GP Access Fund Wave Two schemes across the country in delivering technology solutions to improve patient experience and access to primary care services.

NHS England leads the delivery of healthcare services in England, setting the national priorities and direction aimed at improving the health and wellbeing of patients and citizens. NHS England’s Digital Primary Care Team provides strategic leadership on the development of national policy relating to using digital technologies to transform primary care and contribute to the broader national priorities identified through Five Year Forward View and General Practice Forward View. Their vision was to allow patients to interact with service providers in primary care settings through digital channels, which enables them to book appointments, view their medical record online and have video consultations with GPs.

When the access fund was released, the objective was to set up pilot schemes, from which the most successful ideas would be disseminated nationally. NHS England were asked to lead the project. A number of new initiative and models were explored to transform the delivery of care, like centralising core services, delivering extended hours, telephone and video consultations and providing on-line registration. Other initiatives aimed at tackling collaboration barriers included developing close regional relationships, together with sharing information with 111 and OOH services. However, GP IT suppliers faced an unprecedented level of change requests arising from the pilots, and new opportunities were created for agile and entrepreneurial organisations.

The client recognised that a structured approach to governance would benefit Wave 2. Capgemini, in collaboration with the transformation team within South East Commissioning Support Unit (SE CSU), were commissioned to review the technical challenges faced by the pilots within Wave 1 and together proposed an approach that covered aspects including governance, supplier management, collaborative working, information governance and procurement for all the Wave 2 schemes.

The project resulted in improvements in supplier management and collaboration, improved knowledge transfer, advanced digital evolution among GP Practices, as well as allowing NHS England to gain better control of the programme. People, processes and technology were all considered in order to future-proof the necessary organisational change plan, and the client has gained tools that can be used again and again. Read the full case study here.