Background
The Countess of Chester Hospital (COCH) services a large and diverse population of over 407,000 individuals, receiving high volumes of patient referrals across all specialties. Faced with significant waiting times, particularly in Dermatology and minor operations (MOPs), the Trust sought a solution to manage demand and reduce delays.
Due to the significant backlog and ongoing unprecedented demand in referrals the Trust needed to explore all options to source additional capacity including the private sector. The initial focus was on providing support for Dermatology and MOPs services to address the growing backlog and improve patient access to timely care.
We then went on to support the Trust in other specialties, these include:
- Ophthalmology
- Ear, Nose and Throat (ENT)
- Gynaecology
- Vascular outpatient appointments
Challenge - Dermatology
The Trust was already operating under intense pressure due to ongoing demand and capacity challenges. Its substantive workforce was unable to absorb the increased referral volumes, especially during the busy summer months when clinical activity is at its peak. Staff wellbeing and patient safety were critical concerns, prompting an urgent need for external support. With long wait times mounting, including among urgent and two-week-wait (2WW) patients, the Trust needed a responsive, high capacity solutions to restore timely care delivery.
Key aims
- Deliver consistent, planned additional activity for an initial period of two months
- Provide capacity for up to 500 of the longest-waiting patients across 2WW, routine, and minor operations pathways
- Begin service delivery within seven-day implementation window
- Operate high-volume, fully utilised clinics
- See any patients awaiting 2ww, urgent or routine clinic appointments or procedures
Solution
Agile Insourcing responded with a clear and collaborative implementation plan, defining critical tasks and responsibilities for both Agile and COCH stakeholders. Leveraging its experience as a leading provider in Dermatology - the company's largest insourced specialty - Agile deployed a trusted team of clinicians, all with NHS experience and holding Certificates of Completion of Training (CCT).
Key actions taken included:
- Rapid mobilisation: Agile implemented the service within seven days, meeting the Trust's urgent timeline.
- On-site presence: Agile management were on location prior to and during the go-live period to ensure seamless integration, conduct compliance audits, and address accessibility requirements
- Clinical assurance: The deployment featured a consistent team of high-calibre clinicians, ensuring continuity, quality of care and adherence to NHS standards.
This partnership enabled the Trust to immediately alleviate pressure on internal services, significantly reduce waiting lists, and deliver high-quality care at pace - prioritising both patient outcomes and staff wellbeing.
Outcomes and expansion
The success of the initial Dermatology and MOPs contract led the Trust to recommend Agile Insourcing to other departments. Recognising the impact, reliability and quality of the partnership, the Countess of Chester Hospital awarded Agile further contracts across additional specialties. Each new engagement built on the success and learnings of the initial deployment, reinforcing Agile's reputation as a responsive, effective insourcing partner capable of delivering high-volume, high-quality care within pressured environments. Working with the Trust to maximise efficiency each specialty had a dedicated insourcing manager throughout ensuring all staffing solutions were discussed in line with department policies.
Ongoing support & collaboration
Due to ongoing service pressures, Agile Insourcing has since returned to support COCH departments when needed. This flexible partnership model allows the Trust to maintain or increase activity levels in response to challenges such as increased referral rates or long term staff absences resulting in low activity levels. Agile Insourcing's ability to provide targeted, responsive support ensures continuity of care and helps the Trust stay ahead of demand fluctuations.
Stats
- Total patient appointments offered
- 100% services delivered under tariff
- Zero complaints/concerns
- 100% of planned activity complete
For more information on services from Agile Insourcing either call 01756 704754 or email [email protected]