Partnerships: Improving whole system management of patient flow in 2017/2018

The Problem

An STP Board identified the need for whole-system diagnosis of patient flow, training, mentoring of staff in improvement methodology, and the development of operational performance and escalation reporting. The aim was to develop teams who take predictive action and  deliver incremental productivity improvement for patients.

What we did

  • Worked in partnership with 3x CCGs and their partner acute hospitals, community hospitals, mental health and ambulance trusts, and local authorities, to identify key performance measures that are common across the wider surrey area.
  • Developed bespoke online ‘kitbags’ for daily data collection, and standardised escalation reporting across the three regions to give shared visibility and governance of pathways, barriers and pressure points.
  • Embedded our 6 principles of performance improvement across the system,  resulting in changed behaviours and culture which created  a foundation for sustainable, incremental performance improvement.
  • Supported local A&E Delivery Boards, System Resilience Groups and organisational performance forums. Delivered mentoring and coaching to leadership teams and provided analytical support for use in strategic planning.


What we achieved

  • Enabled individuals to have more grip on their daily performance and know their business.
  • All organisations across the STP footprint have access to key performance data for all other partner organisations.
  • Daily input of data allowing real time diagnosis of system pressures and  identification of actions.
  • Reductions of non-admitted breaches at A&E.
  • Reduction of length of stay at community hospitals.
  • Regular analysis and evaluation of system-wide data enabled robust planning ahead for key periods of pressure such as Christmas and Easter.
  • Escalation reporting which is key in keeping regulatory bodies such as NHS England informed of performance and activity across a wide area on a daily basis.


“We are in a much stronger position this year going in to the winter as a result of the Alamac data.”

Chief Operating Officer – Acute Trust

“The support offered at our Delivery Board in invaluable. We are able to understand the main cause and effect measures across the system and evaluate any changes we make in real time”

Urgent Care Director – CCG