Our work·Change at scale
Online consultation, landed in Devon. Then a blueprint for the pandemic.
Devon's NHS Sustainability and Transformation Partnership wanted to understand the change process behind online consultation, not just switch it on. We ran the change management programme and the evaluation alongside it, and turned eighteen months of learning into a blueprint the national programme could draw on when COVID-19 arrived.
Devon Digital Accelerator. Change management: online consultation into general practice.
What happened, and what came of it.
Attempts to bring online consultation into primary care had met with varying degrees of success. Devon CCG and the STP decided to support a pilot group of practices through implementation so they could understand the change process itself, capture the learning as it happened, and evaluate what the change did to the people and practices involved.
Working in partnership with the STP project manager, we created a change management programme that responded to the needs of the people and practices in the project across the eighteen months of initial implementation.
The evaluation ran alongside it and was delivered as learning reports rather than a single retrospective, so each report could change what happened next.
The learning was distilled into a blueprint to support the rapid implementation of online consultation across primary care, and it supported the national change programme during the COVID-19 response.
The work won a Digital Innovation Award. NHS England subsequently commissioned us to coach the national primary care digital transformation team.
More of the work
Related cases.
A selection from the same strand. The wider archive is on the our work page.
From the same strand
Primary Care Digital Optimisation
Devon, 120+ teams
Our change management service run as a regional programme to over 120 NHS teams across the whole of Devon. Regional conferences, leadership coaching to build change capability inside the teams rather than around them, and educational assets every team could keep using after we left.
NHS COVID-19 coaching approach
NHS wellbeing response
A co-developed training approach to upskill coaches and therapists for the conditions NHS staff were actually working in. Over 1,000 coaches have been trained to date, and the approach was accredited by the Association for Coaching.
Coaching selection framework
National, multi-stakeholder
Research and development, with multiple stakeholders, of a key skills framework and a selection tool for recruiting coaching professionals into medical contexts where trauma is a risk. The tool was used to select 500 coaches from a pool of over 2,000 applicants, and was endorsed by all the national coaching bodies.
Start the conversation
Something like this on your desk?
Tell us what you are trying to land and we will say honestly whether we have done something close to it before, and what we would formulate first.
30 minutes · Senior psychologist · No preparation needed