IN THIS ISSUE:
Message from our Chief Executive
As you all head into what can be your busiest time of the year, I just wanted to remark on the success of our recent Annual Conference and congratulate all our finalists and award winners on their achievements. I look forward to hearing more about their projects at the planned showcase in Spring.
Of course, sourcing a new venue at such short notice was no mean feat, and special thanks are due to Tonia and Sarah for pulling out all the stops to make the event happen and ensuring a smooth transition to the new venue.
While we are still to fully analyse all the conference feedback, the majority of feedback to date from both delegates and sponsors has been very positive and we will use the feedback to further develop the conference and awards ceremony. Thanks again to all who came along and engaged with the programme and the various sponsors, without whom the event wouldn’t happen.
We are keen to get next year’s dates finalised so we can start to book in sponsors as well as secure high-profile speakers.
We are currently also in the process of finalising dates for the aforementioned Awards Showcase event which is likely to be in March and are looking at options for the CEO Workshop in July. We will keep you posted.
In other news, the Innovation Working Group has been meeting bi-weekly for several months.
The group has:
• Co-developed a confidentiality agreement for use between members and innovator participating in the Warwick university innovation programme. This has now been signed by all participants and Matt Adam is progressing work with all parties on next steps.
• Co-developed a member collaboration agreement which is to be circulated to relevant members shortly for approval and signing.
• Started work to co-develop a future ‘Target Operating Model’ - a high level vision of a possible IUC technology enabled architecture to determine future development and innovation needs.
• Been informed and engaged in the work being led by Matt Adams to develop a proposal for a UHUK Innovation Development Fund. Matt shared his proposal at our December General Meeting and notes and slides have now been shared with CEOs.
UHUK will be coming to the end of its 3-year strategy in 2025. Work to develop a new strategy will begin in January and it is important that this is member led.
We will be issuing a member survey soon to get your views on what has and hasn’t worked over the last 3 years as well as forward looking to what our priorities need to be over the next 3 years. It will be important for our work to align with the work being undertaken nationally on the development of the NHS 10 year plan and the recent findings of the ‘Darzi Diagnostic’.
We will be establishing a member strategy development group to support and oversee this work and would very much like a cross section of UHUK members to be part of this. If you are interested in becoming involved, please contact Hazel before 10th Jan 2025.
We are aiming for a first draft of the strategy to be available in June and it is planned that the final document will be taken to the CEO Workshop in July for approval.
Finally, we have had a busy few months engaging the new government, NHS England and other stakeholders on a variety of issues from pay awards, GP employment status and more positively on developing new care models and possible innovation partnerships. If you would like any further information on any of these please let me know.
Images from the UHUK Conference Awards Dinner presentation to Simon:
Simon's rendition of 'Singing in the Rain'
Receiving his farewell gifts
Message from the out-going Chair...
As I step down from my role as Chair of UHUK, I reflect on the many achievements we’ve collectively accomplished during my tenure. It has been a privilege to lead an organisation that has grown, not only in size but in influence, during this time. Together, we’ve accomplished significant milestones that have truly set us apart in the healthcare sector.
One of my proudest achievements is the adoption of audit and benchmarking within our membership. Encouraging our members to embrace a culture of comparison and self-assessment has been transformative. It has ensured that UHUK members are always striving to improve, setting us apart from those who shy away from this kind of scrutiny. The willingness of our members to benchmark their performance against one another is a testament to the commitment to quality care that defines our organisation.
Another highlight has been the implementation of the Patient Safety Culture Survey. By gathering valuable insights into patient safety practices across our network, we have been able to drive improvements and create a framework for continuous learning. These efforts have helped shape a more robust and supportive culture within UHUK, one where patient safety is always at the forefront.
The conferences we’ve hosted have been some of the most successful and warmly received events in the healthcare calendar. Each year, they’ve served as a vibrant meeting point for professionals to share knowledge, celebrate successes, and learn from one another. The welcoming atmosphere and sense of community at these events have made them stand out as a unique part of our work.
The success of the CEO Workshop is another milestone I hold dear. This initiative has proven to be an invaluable tool, providing a real-time
barometer of the relationship between UHUK and its members. It has fostered an open dialogue and has provided a platform for members to collaborate and share insights.
Finally, the forums, born out of the challenges posed by COVID-19, have proven to be a powerful force for good within our collective. What began as a response to adversity has become a key driver in forging stronger connections and a shared vision for the future.
As I pass the baton to Nigel Gazzard, who will take over as Chair, and Dr Dawood Anwar, who will serve as our new Medical Director, I want to express my deepest thanks to all of you. Your dedication, passion, thoughtfulness and caring have been the bedrock of everything we’ve achieved. I wish you all continued success and look forward to seeing how UHUK will evolve under their leadership.
...And from the in-coming Chair
For many years leading a Membership Organisation, I have greatly valued learning and being encouraged by the dedication, expertise, entrepreneurialism and patient care of the wonderful people who work for services making up Urgent Health UK. Together, we share a common goal to provide highquality patient care throughout the UK and Ireland, delivered through Social Enterprise.
Now, as the new Chair of UHUK, I feel excited and honoured to serve and support all members, to strengthen our services, to be a national voice heard and valued by Government and the NHS, and to be at the forefront as healthcare social entrepreneurs.
We are well placed; we are collaborative and integrated; we
embrace innovation and we are digital; we serve patients in the community and help keep people out of hospital. We embrace a dedicated, caring and skilled workforce, with great leadership and culture. We already work tirelessly in the “left shift” areas the NHS wants to move to. We are NOT broken – just take a look at all our amazing Award Winners celebrated at our UHUK Conference.
We face the challenges ahead with a “can do” attitude and a proven ability to always find a way. We have much to offer both collectively and collaboratively, yet I have so often felt left out of NHS thinking – pay awards and National Insurance changes spring to mind and impact on us greatly, yet the strategists seem to miss our existence in national solutions. This needs to change!
Everyone at UHUK will be doing everything possible for our voice, your voice, to be heard and our presence to be felt as we champion the role of urgent healthcare services in the months and years ahead.
It is an honour to be your Chair and I very much look forward to working alongside you, listening to you and raising our voice, to lead and shape urgent healthcare. Thank you all for your support – together we make an amazing team and deliver great care and service to patients throughout our nation. And please feel free to give me a shout or send a message if there is anything I can help with.
SHAPE & INFLUENCE
Communications Update
It’s been a busy few months since our last newsletter, with a focus on preparing for and promoting the annual conference and awards. These efforts have significantly raised our profile on LinkedIn, increasing engagement levels.
We also sought your input for the consultation on the NHS 10-year plan and submitted UHUK’s response on behalf of members. You can read the full response here. There’s still an opportunity for the individuals your organisations represent to have their say. Guidance on how to support them, along with details of the Workshop in a Box, is available here: Folder: Community engagement | Change NHS
In October, we surveyed members to understand the impact of changes to Employers’ National Insurance Contributions and the Living Wage on your organisations. The findings informed a position statement, a letter to Wes Streeting, a press release, and a comment on LinkedIn. This response has been shared with the NHS Confederation, NHS England’s sustainability team, and SEUK. You can read the press release here.
SEUK has also launched a petition to review the NIC increase for not-for-profit public service providers. It needs 10,000 signatures to be considered for a parliamentary debate. Please sign and share if you can:
In September, UHUK and SEUK co-signed a letter to Stephen Kinnock regarding the implications of the NHS pay award. We’ve now received a response, though it hasn’t advanced the discussion as we had hoped. Nonetheless, it encourages us to keep the dialogue going.
We continue to evaluate data and evidence to support our messaging and demonstrate UHUK’s role in the NHS transformation and the three big shifts outlined in the Darzi diagnostic.
Looking ahead, we are exploring potential partnerships to amplify our collective voice, particularly with SEUK & NHS Confederation, and will provide updates in the next newsletter.
Before the end of the year, we will be issuing a survey to all CEOs to review our performance against the current business plan and gather your views on priorities for the next three years. This will align with the Government’s forthcoming 10-year plan. Please keep an eye out for this survey and return it promptly. The responses will inform a member-led working group set to convene in the new year.
If you have any questions or would like to share stories or case studies, please contact me at Sharon.Clifton3@ nhs.net or complete the online form
Case Study: Ensuring a Smooth Go-Live for EBPC with Infinitas Consulting Ltd
Background
EBPC, a leading healthcare provider and fellow UHUK member, was on the brink of launching a new service requiring the issuing of medication from stock. As part of their preparation, testing was undertaken by prescribers to ensure stock items they dispense could be issued to patients.
An error was identified meaning key medicinal products could not be prescribed via the stock module. This issue had the potential to derail their go live plans at a very late stage in the deployment.
The Challenge
Identification of the issue by our team at Infinitas Consulting Limited discovered a missing step in the maintenance of the stock module. Obsolete drugs were still listed in their system, which could have led to significant problems, including the inability to prescribe certain medications from stock. This issue arose because in depth systems knowledge had not been passed down to new employees, resulting in the omission of this routine task.
Our Solution
Upon identifying the problem, our experts quickly took action to rectify the situation. We conducted a thorough review of the system, identifying and removing all obsolete drugs. Our team then updated the system with the correct information, ensuring that all medications were available to prescribe from stock and were up-to-date and accurate.
The Outcome
Thanks to the swift intervention by Infinitas Consulting Limited, EBPC was able to proceed with their go-live plans without any delays. The potential disruption was averted, and the new service was launched successfully, much to the satisfaction of EBPC and their patients.
Key Takeaways
• Proactive Maintenance: Regular system maintenance is crucial to identify and address potential issues before they escalate.
• Knowledge Transfer: Ensuring that systems knowledge is effectively passed down to new employees is essential to maintain operational continuity.
• Expert Intervention: Having a dedicated team of experts, like Infinitas Consulting Limited, can make a significant difference in resolving critical issues promptly.
Conclusion
This case study highlights the importance of routine systems maintenance and the value of having a knowledgeable partner like Infinitas Consulting Limited. Our ability to quickly identify and correct system issues not only prevented a potential delay but also reinforced the importance of maintaining up-to-date systems knowledge within the organization.
For more information on how Infinitas Consulting Limited can assist your organization, please contact us today. Click on the logo to email.
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Excellence celebrated at UHUK Conference and Awards Ceremony
Held in Bedford at the Wyboston Lakes Resort, the 2024 annual conference and awards ceremony was quite possibly our best yet.
The conference saw over 120 healthcare professionals come together to explore the topic of how we sustain the NHS through remote, virtual and digital healthcare. Keynote speakers included Prof Julian Redhead, Prof Trish Greenhalgh (pictured above), Prof Durka Dougall, Jack Sansum, Rebecca Seeley Harris, Imogen Levy and Lucy Marsden, Dr Lia Ali, Dr Charlotte Refsum, and Dr Sarah Robinson, supported by panel sessions and case studies.
The highlight of the conference was the Gala Awards Dinner which saw over 200 attendees celebrating excellence in urgent and integrated care.
Awards were presented across 10 categories showcasing the many successes of our social enterprise urgent and integrated healthcare providers who together provide services covering two-thirds of the UK population.
UHUK 2024 Awards:
Our UHUK Annual Awards 2024 were this year accredited by Awards Trust Mark from The Independent Awards Standards Council. Our winners are:
Technological Innovation Award, sponsored by Primary Care 24, recognises technical innovation developed or co-designed internally or with a technical partner. The Gold Award went to Greater Manchester Urgent and Primary Care Alliance for their work utilising the Booking and Referral Standard (BaRS). Silver went to DHU Healthcare, and Bronze went to North Hampshire Urgent Care.
Workforce Award, sponsored by Hallam Medical, recognises a partnership, team, or individual that has implemented an innovative project to enhance workforce development. The Gold Award went to Local Care Direct for their ‘Local Care Direct Way – our values created with our people’ project. The Silver Award went to North Hampshire Urgent Care.
Clinical Quality and Safety Award, sponsored by OneAdvanced, recognises a significant change in clinical safety and quality systems that has led to improvements. The Gold Award went to Partnership of East London Co-operatives for improving patient streaming. The Silver Award went to Dalriada Urgent Care.
General Innovation Award, sponsored by Cleo Systems, recognises an initiative that shows true innovation in its approach, excluding technology-driven solutions. The Gold Award went to Primary Care 24 for the Primary Care Hub Model and Urgent Care Collaboration project. The Silver Award went to Dalriada Urgent Care, and the Bronze Award went to Badger.
Patient
Engagement Award, sponsored by C-Stem, recognises an initiative that showcases the benefits of improved patient engagement or best practice. The Gold Award went to Cumbria Health for their Glenridding Medical Practice - Patient Involvement programme. The Silver Award went to DHU Healthcare and the Bronze Award went to North Hampshire Urgent Care.
Operational Quality and Safety Award, sponsored by Ummanu Intelligent Healthcare, recognises significant improvements in operational safety and quality systems. The Gold Award went to Partnership
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of East London Co-operatives for their managing operations risks in service delivery project. The Silver Award went to DHU Healthcare, with the Bronze Award going to Mastercall Healthcare.
Partnerships Award, sponsored by Hempsons, recognises a new or existing partnership initiative that enhances service delivery integrated systems. The Gold Award went to LCW UCC for their Visionary Care: Transforming Urgent Eye Care Through Partnership project. The Silver Award went to Integrated Care 24 and the Bronze Award went to NEMS CBS.
Health Inequalities Award, sponsored by Credentially, recognises an innovative project that has identified specific patient groups not
receiving equitable care. The Gold Award went to FCMS (NW) Ltd for the Asylum Seeker GP Health Service programme. The Silver Award went to Primary Care 24, and the Bronze Award went to Cumbria Health.
Social Impact Award, sponsored by Loop, recognises an initiative that reflects the organisation's commitment to social impact and is integral to its values. The Gold Award went to Mastercall Healthcare. The Silver Award went to Cumbria Health.
And finally, the Chairman’s Award, sponsored by Babble, which recognises the highest-scoring runner-up in recognition of their outstanding achievement, went to DHU Healthcare for the implementation of their cloudbased telephony. (See pic right>)
Commenting after the awards, Conor Burke, CEO of UHUK, said: “On behalf of UHUK I would like to congratulate all our finalists and thank our UHUK members for all their entry submissions. Thanks also to our judging panel, and to our sponsors who help make the awards evening so special.
"The judges had a tough job this year, such was the quality of all the submissions we received. Many of our members are leading the way with the local implementation of best practice in urgent and integrated care. They embrace technology and work collaboratively with partners and the community, on behalf of the NHS, to help keep people well, independent and at home, helping to reduce pressure on other critical NHS services.”
In Spring 2025, we will be hosting an awards showcase to share more detail about each of these award-winning initiatives
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DHU introduces Point of Care Testing Service for Patients at Derby Urgent Treatment
A new initiative that will help to diagnose a patient’s condition more quickly has been introduced to Derby UTC through providers DHU Healthcare.
Point of Care Testing (PoCT) involves a blood test, analysed by a small machine that can help to exclude certain conditions or causes of illness. Blood test analysis is usually provided at hospitals or pathology labs and can take between one and two hours. The PoCT machines will enable certain tests to be completed at the Derby UTC within 10 to 15 minutes.
It means that clinicians will have a better understanding of a patient’s immediate needs, what initial treatment to provide if any and the best place for them to receive it.
Dr Sole Garcia is DHU’s Clinical Director of Urgent Treatment Centres, she told us: “It’s a model of care that we have in place at our other UTCs and an example of how we are able to share best practice across our sites. It features some important diagnostic tests that have several benefits for the patients, our people and the wider system.
“It enables us to run certain tests to diagnose or exclude serious and urgent conditions such as infection, heart attacks and blood clots. This helps the clinician to reach a quick decision on the next course of action.
A word about ESOS compliance
This was drawn to our attention by Michaela Buck, our new NED, and CEO of Mastercall.
Mastercall was asked to confirm its participation in ESOS (Energy Savings Opportunity Scheme) and to submit its notification of compliance. After several emails and some research, the Mastercall team were able to confirm that, as a public body, Mastercall is exempt.
Under the exemption rules set out by ESOS, it states that public bodies are exempt.
The Public Contracts Regulations broadly state that organisations are public bodies if:
(a) they are established for the specific purpose of meeting needs in the general interest, not having an industrial or commercial character
Centre.
“For the patient, it means that we don’t immediately have to send them to a hospital for tests. We will know whether they can be treated at the UTC and sent home, if further treatment is needed at another location within the health system or even if they need to be admitted to hospital for specialised treatment. In the case of the latter, in many instances we can begin the treatment here so there are no delays in care.
“For the wider system, it means patients don’t have to go through A&E for testing, reducing the number of people presenting there. It also means that, should a patient need to attend hospital, the UTC clinician can share details of the consultation with the hospital’s clinical team to make them aware of the treatment plan needed by the patient.
“For our DHU colleagues, it is broadening their skills. We have already trained our Healthcare Assistants to perform these tests and use the PoCT machines, which has expanded their skills and competence.
“Point of Care Testing was something we were very keen to introduce when we took over the running of Derby UTC and we hope that our patients will quickly see the benefits and reassurance that this innovation will bring. It is something that we have used to great effect across our other urgent care settings to help make better decisions for our patients more quickly.”
DHU became the preferred provider for Derby UTC in July 2024 and will lead the service in partnership with Primary Healthcare Derby (PHD) and Derbyshire Community Health Services (DCHS) NHS Foundation Trust. The collaboration pledged to transform patient experience for people requiring immediate treatment for injuries and illness that need urgent, but not emergency care.
(b) they have legal personality, and
(c) they have any of the following characteristics: they are financed, for the most part, by the State, regional or local authorities, or by other bodies governed by public law
Mastercall has registered its exemption on the basis that:
• It is a company limited by guarantee and not having a share capital.
• The company was formed to solely provide and does solely provide healthcare needs to the general public with no industrial or commercial character.
• 99% of the funding to deliver the healthcare services are from public funds received from the NHS.
Should you receive any communication from ESOS, we thought you might find this information useful. Thanks Michaela.
CORE is your comprehensive patient management system for seamless care navigation - from first contact to discharge or referral. Whatever your service structure,
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Because of the interoperability of our solution, no matter your operational size and service structure, we have the agility to meet the needs of your ever-evolving care settings. Whether it’s NHS 111, Same Day Emergency Care, Integrated Urgent Emergency Care, Urgent Treatment Centre, Community or Emergency Department settings, our integrated software can adapt to any challenge. Patients’ lives can be transformed by the care you provide and it’s our job to support you in making that difference.
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Recruit Smarter, Onboard Faster, Stay Compliant
Healthcare recruitment shouldn’t be a headache - and with Credentially, it doesn’t have to be. As a proud partner of UHUK, we equip healthcare providers with the tools to hire smarter, faster, and more securely, ensuring you stay ahead of the curve.
Our platform automates the recruitment, compliance, and onboarding processes so your team can focus on what truly matters: delivering exceptional care to patients. Say goodbye to endless paperwork, compliance nightmares, and security concerns, and hello to efficiency.
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Cut onboarding time by up to 90%. Get staff ready to work, fast.
Stay audit-ready. Our tools ensure compliance with ease, so no more sleepless nights before inspections.
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Streamline operations. Less admin means more time for what matters most—patients and quality care.
Don’t just take our word for it - Credentially helped previous UHUK member BEDOC reduce onboarding time from 60 to 5 days, achieve 100% compliance, and enable 688 more patients per doctor.
“The Credentially system just fits into the day, there’s no complicity in using it…it’s simplicity and speed.” - Sandra Mabbott, Chef Executive at BEDOC
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DEVELOP & IMPROVE
HSJ Award Accolades
We are incredibly proud to announce that three of our UHUK members were shortlisted for the prestigious HSJ Awards in November.
was recognised for their innovative NHS 111 Smart Triage Service, co-designed by the LCW team, NHS England - London Region, and Visiba. This ground-breaking project harnesses clinicallyvalidated AI to remove unnecessary touch-points, creating a more resilient and scalable integrated urgent care service across London.
Tessa Harvey, LCW UCC CEO, shared:
"We're proud to say the project has exceeded expectations, with knock-on effects such as a significant decrease in primary care redirection from 111 services. Being recognised for our contribution to the UK's healthcare services is an honour. With over 1,350 entries this year, it's inspiring to see the levels of innovation being developed across healthcare. Although we didn't win, we are thrilled to have been one of the 234 projects recognised."
One thing is clear: UHUK members and their teams are deeply passionate about delivering outstanding care in their communities. Congratulations to all the finalists for this well-deserved recognition!
was shortlisted in the Primary and Community Care Provider of the Year category for their exceptional initiatives and integrated services, including:
• System Clinical Assessment Service (CAS): Enhancing system efficiency and improving patient outcomes.
• Frailty-ACE: Providing tailored care for our most vulnerable patients.
• Mental Health Integrated Access Partnership (IAP): Delivering timely and holistic mental health support.
• Homeless Health Buvidal Pilot: Offering transformative care for opiate-dependent patients.
BrisDoc was highly commended at the awards ceremony, which they attributed to the unwavering dedication and commitment of their incredible staff.
also earned a nomination in the Primary and Community Care Provider of the Year category for their initiative, Empowering Communities: Cumbria Health's Commitment to Excellence in Primary and Community Care. They shared that this recognition reflects the dedication, hard work, and passion of their exceptional staff across Cumbria, who make a difference every day.
DHU’s 111 service came away with four honours at the UK Contact Centre Forum Awards.
It was the very first time DHU had been entered into the awards, being announced as finalists in all six categories we were put forward for.
We picked up a Silver Award in the Public Sector Contact Centre of the Year category, Bronze Awards for Director of the Year (Pauline Hand), Large Contact Centre of the Year and Customer Service Team of the Year (111 Frontline Team) and Finalists in the Manager of the Year (Asif Khan) and Support Team of the Year (The Project Management Team) categories.
DHU’s 111 service is responsible for taking roughly one in every five calls to NHS111 nationally, covering the entire Midlands region from advice centres based in Chesterfield, Derby, Leicester and Oldbury.
Pauline Hand is Managing Director of DHU 111 and said: “It is a tremendous honour to be named as finalists in six separate awards that cover such a wide range of what we do at DHU in providing such a large 111 service.
“Our 111 team has been exceptional in adapting during a two year period of expansion, innovation and
growth whilst consistently providing excellent, compassionate care and advice for our patients when they need it. 111 is a first port of call for so many people unsure of what medical help they need and where to get it, we provide that reassurance and care whilst supporting the wider health system to make sure our patients get the right care at the right place.
“I’m so proud of what we have achieved and to be recognised so highly at an awards ceremony that doesn’t traditionally showcase healthcare, shows what a unique and highly respected service we offer.".
GMUPCA are one of seven NHSE National Care Coordination Leading Case Studies in the UK
As one of just seven care coordination test sites in the UK, GMUPCA are excited to be leading innovation in urgent care transformation. Their work is featured on the NHS Futures website, where you can learn more about how they’re shaping the future of care coordination.
In partnership with the Greater Manchester Integrated Care Board (GMICB), NHSE and ECIST, OneAdvanced, North West Ambulance Service (NWAS), GM hospitals and community providers, the Greater Manchester Urgent Primary Care Alliance (GMUPCA) has built a seamless, integrated digital architecture for case transfer across the GM care system powered by the Adastra digital architecture. This enables them to connect over 70 internal service elements (including OOHs), with NWAS, Hospital EDs, UTCs, Community Mental Health, Primary Care (via GP connect), and wider CAS/LCAS’ providing realtime coordination and direct booking into GP practices, community and Hospital urgent/treatment centres, and other vital services.
With their digital-first approach, they’re improving hospital flow, reducing pressure on emergency services, and providing better outcomes for patients across Greater Manchester.
Mastercall Attends Social Enterprise Awards
We are also delighted to say that Mastercall was shortlisted for the ‘Public Services Social Enterprise of the Year’ in Social Enterprise UK's prestigious Social Enterprise Awards 24.
The awards saw hundreds of entries over the 15 categories so this was a fantastic achievement.
The award recognises sectorleading excellence and innovation among businesses working towards positive social outcomes and environmental impact, so while they didn't win, Mastercall felt it was a real honour to be a finalist. Congratulations to all the team.
Through collaboration with GMICB, NWAS, hospitals, and wider community partners, they are driving innovative care solutions that are scalable and ready for expansion across the UK. Visit the NHS Futures website to learn more about their national role and ongoing innovations - click here to download the case study: ICC-case-study-GreaterManchester-FINAL.pdf
Email: strategy.unit@nhs.net
Website: www.strategyunitwm.nhs.uk
X: @strategy_unit
RAE
This proposal, initiated at the CEO workshop in July is being developed. Initial outline discussions have taken place with Tim Davison of Mastercall, Conor Burke and representatives from OneAdvanced. A Project Initiation Document is being developed and a further update will be provided to members in early Spring.
Finance Director of the Year Awards
Primary Care 24's Hazel Locker, won Finance Director of the year!
The Finance Director of the Year Awards were hosted by Accountable Recruitment Limited and covers the Merseyside, Lancashire, Cheshire, North Wales and Warrington regions.
The prestigious award recognises and celebrates the outstanding work done by the region's tireless financial directors.
Benchmarking
This was a workstream identified at July's CEO Workshop. A task and finish group was being established by Simon Abrams to take this work forward. Simon has now handed over to our new MD, Dr Dawood Anwar, who will provide an update on progress in the next edition of this newsletter, as we know that this is an area of work that is particularly important to our members.
INNOVATION & ENTERPRISE
UHUK Innovation Update and Proposal for a Venture Builder
Following on from Cohorts 1 and 2 of the Warwick University Innovation Programme, the working party has gone on to develop, with guidance from Bernard Seymour of Regulatory Solutions, the following set of stringent governance documents which will enable UHUK members to idealise and develop projects in a collaborative manner.
A Confidentiality Agreement has been put in place for the original members of the WMHWIN Innovation Programme. A Collaboration Agreement has been developed for future projects which will be open to all members. In addition, the working party has also developed a Project Initiation Document (PID) and a Target Operating Model (TOM) to standardise our approach to future projects.
Clearly, to enable any future innovation, there needs to be funding.
NED Matt Adam was tasked with looking into options for developing a form of investment fund, which we have reported on previously. He has now developed this further with a Venture Builder proposal which he presented to the UHUK General Meeting this month.
UHUK on Tour
In summary, a Venture Builder has the potential to:
• Create a sustainable innovation platform
• Allow more ownership of products and services for UHUK members
• Tackle healthcare challenges uniquely suited to UHUK members
• Build scalable commercial solutions with high social impact
• Encourage collaboration among members and stakeholders.
It works by:
• Leveraging UHUK member insights to solve healthcare pain points.
• Addressing un-met needs by developing innovative solutions internally.
• Increasing productivity and efficiency in healthcare delivery.
We really value the opportunity to get out and about to see our social enterprise members' services and facilities.
So this quarter's face-to-face UHUK General Meeting was hosted by Michaela Buck at the Mastercall Healthcare premises in Stockport.
The Meeting was overseen for the first time by new Chair Nigel Gazzard, who was given a warm welcome.
We had some brilliant presentations and discussions around innovation, partnerships, collaboration and future planning, with lots of ideas and knowledge being shared. Exciting times ahead for UHUK.
Please contact Matt Adam for the full paper and summary.
• Creating new income streams to diversify and mitigate risks.
• Retaining ownership of intellectual property and long-term value creation.
The General Meeting welcomed Matt’s initial proposal. Matt will now work this up into a more detailed full proposal which will be brought back to the General Meeting for further consideration in Spring.
Dates for the Diary: Thurs 13th Feb 2025 - 1300-1430 Teams Innovation Steering Group meeting for cohort 2 members w/c 10th Mar 2025 - Face-2-Face Innovation Summit in London (DTBC)
Tessa Harvey Nigel Gazzard Conor Burke Michaela Buck Steve Rubery Susan Blakemore Suzy Layton Matthew Adam Hazel Harrison Tonia Culpin Helen Carr
Launch of UHUK Lifetime Achievement and UC Hero Awards
Earlier this year, in consultation with the UHUK Board and Members at the General Meeting, we have introduced two new awards to acknowledge long service and dedication to urgent care - The Lifetime Achievement Award for those in leadership roles, and the Urgent Care Hero Award for those not in leadership roles, but whose invaluable contribution over time has been crucial to the success and quality of urgent care services. The Awards were launched at this year's conference. The criteria are detailed below:
Lifetime Achievement Award for Leadership:
Criteria
1. Impact on Urgent Care Services - looking at Transformation, Sustainability and Patient Pathways.
2. Innovation and Creativity - looking at Innovative Solutions, Evidence-based Practices and Adaptability.
3. Leadership Qualities - looking at Visionary and Collaborative Leadership, and Mentorship and Development.
4. Advocacy and Influence - looking at Advocacy for UC, Stakeholder Engagement and Public Awareness.
5. Ethical and Inclusive Leadership - looking at Ethical Standards, Diversity and Inclusion and Patientcentred Care.
6. Outcomes and Recognition - looking at Measurable Outcomes and Peer Recognition.
7. Sustainability and Legacy - looking at Long-term Vision and Legacy of Leadership.
Eligibility and Nomination
• The nominee must be employed by a UHUK member
• Employees of UHUK (including NEDS and Consultants, Affiliates or Associate Partners) are exempt from nominations for the LTA award.
• The nominee must have worked in the field of NHS urgent care for over 25 years
• Nominations should be made by the CEO or Chair of a UHUK member organisation with detailed explanations, evidence and examples of how the nominee meets the above criteria.
• Nomination forms can be received at any time by submission to the CEO of UHUK by email to conor.burke6@ nhs.net
• All submissions will be initially be review to ensure they meet the application criteria. Further evaluation of the nomination against the criteria will be made by a sub-set of the UHUK Award Judging panel which will consist of three members. Nominees will be advised of the outcome within one calendar month.
• Successful nominees will be awarded at one of the UHUK annual events to be advised.
Criteria:
Urgent Care Hero of the Year
1. Exceptional Contribution to Patient Care and/or their Community - looking at Patient or Impact, Community Impact and Compassion and Empathy.
2. Exemplary Professionalism - looking at Consistent Excellence and Professional Conduct.
3. Innovation and Initiative - looking at ProblemSolving and Proactive Improvement.
4. Support for Colleagues and Teamwork - looking at Team Collaboration and Mentorship and Guidance.
5. Sustained Impact - looking at Long-Term Contribution: and Legacy and Influence.
Eligibility and Nomination
• The nominee must be employed by or contracted to provide services to a UHUK member organisation.
• Only one nomination per organisation per annum can be submitted
• The nominee must be employed within the UHUK member organisation for 20 years or more
• The nominee cannot be a Board Director or hold the title of Director within the organisation
• Nominations should be made by the CEO of the UHUK member organisation with detailed explanations, evidence and examples of how the nominee meets the above criteria.
• Nominations for 25/26 should be made by completion of the full nomination form to Conor.burke6@nhs.net before or by COP on 28th February 2025 and thereafter on an annual cycle – no extensions to this date will be granted.
• Nominations will be reviewed to ensure basic criteria are met. Nominations will then be sent to the Nominations Committee who will review and select those they feel meet the full criteria.
The full list of criteria for each award can be requested from sarah.fletcher13@nhs.net.
Applications should be submitted through the online form.
A Message from Dr Dawood Anwar, UHUK Medical Director
I am thrilled to join Urgent Health UK (UHUK) as the new Medical Director. Having dedicated my career to improving urgent and primary care services, I am deeply passionate about fostering innovation and collaboration to deliver the best possible care to our communities.
My journey in healthcare has been both rewarding and transformative. As the Chief Accountable Officer of Salford Primary Care Together (SPCT), I’ve had the privilege of leading significant advancements in urgent care services. Over the past few years, we’ve implemented innovative care models such as the EPiC 24 service, which integrates urgent treatment centres, GP out-of-hours care, and clinical assessment services into a streamlined, patient-centred system. These experiences have reinforced my belief in the power of collaboration, both within organisations and across broader healthcare systems.
I have seen the benefits of this approach through my work with the Greater Manchester Urgent Primary Care Alliance, where collective efforts have helped resolve challenges and improve outcomes. These experiences have inspired my commitment to driving collaboration at UHUK to further enhance urgent care delivery.
At UHUK, my aim is to build on its reputation as a trusted partner for its members by focusing on high-quality,
Welcome Taurus Healthcare to UHUK!
We are delighted to welcome Taurus Healthcare, the operator of Herefordshire’s GP Out of Hours service, as the newest member of Urgent Health UK. Representing all 19 GP surgeries in Herefordshire (and one in Tenbury Wells, Worcestershire), Taurus Healthcare is at the heart of a collaborative approach to strengthening General Practice and delivering integrated, patient-centred care.
With a focus on providing 24/7 care in the right place, with the right professional, at the right time, Taurus Healthcare embodies the values that align with UHUK's mission. Their use of joined-up patient records through EMIS across the region ensures continuity of care and the best outcomes for patients.
We are excited to have Taurus Healthcare on board and look forward to working together to advance innovation and excellence in urgent and integrated care. Please join us in welcoming Taurus to our UHUK community!
sustainable services in an ever-evolving healthcare landscape. The challenges in urgent care are substantial - rising demand, workforce pressures, and the need to adapt to new technologies and care models. However, I firmly believe that by working together and sharing best practices, we can transform these challenges into opportunities for growth and improvement.
One of my key priorities is to engage with all UHUK members, ensuring your voices are heard and your insights help shape our collective priorities. I am particularly keen to champion the innovative work being done by member organisations and to facilitate the sharing of best practice. Additionally, I see the ongoing audit and benchmarking initiatives as pivotal. I am committed to ensuring we make this work a success and a valuable tool for all members. Together, we can continue to drive improvements in urgent care, delivering exceptional outcomes for patients while supporting healthcare teams across the system.
On a personal note, I am deeply committed to supporting integrated care, reducing health inequalities, and enhancing the patient journey. These principles have guided my career, and I am excited to bring this perspective to UHUK.
I look forward to meeting many of you in the coming months and learning more about the amazing work happening across the UHUK network. Let’s work together to achieve our shared vision for outstanding urgent healthcare.
FCMS (NW) Ltd Case Study
FCMS were featured in a report published by The UCL Institute of Health Equity titled ‘Delivering NHS Services & Tackling Health Inequalities: A Case Study of the Social Enterprise FCMS’
The report looks at the work of UHUK Member FCMS in tackling health inequalities on the Fylde Coast and highlights the important role of social enterprise healthcare providers in the NHS. It explores the challenges, best practice and what can be done in the future to further address health inequalities.
The report is well worth a read: https://www.instituteofhealthequity. org/resources-reports/deliveringnhs-services-and-tackling-healthinequalities-a-case-study-of-thesocial-enterprises-fcms
Please submit articles of interest to sharon.clifton3@nhs.net or complete the submissions form
YOUR NEWS
IC24 shortlisted for HSJ Partnership Award 2025
We’re proud to announce that IC24 has been shortlisted for the HSJ Partnership Award 2025 for our work on the innovative Norfolk and Waveney Unscheduled Care Coordination Hub (UCCH). This collaborative hub brings together healthcare professionals - GPs, paramedics, nurses, mental health teams, and social care providers - to ensure patients receive the right care, at the right place, the first time.
The UCCH team has real-time access to 999 and 111 calls, enabling them to assess cases promptly and coordinate responses to keep patients safely at home whenever possible. Since its launch in September 2023, the UCCH has reviewed over 12,000 999 calls, preventing ambulance dispatch for 62% of cases and allowing 85% of patients to remain at home without further urgent care needs. This initiative not only enhances patient outcomes but also reduces pressure on emergency services.
The UCCH is focusing on their patients and the response needed. This is especially crucial for older patients who can often suffer under long ambulance wait times and admission times.
Dr. Tim Merchant, our Regional Medical Director, said: “We’re thrilled that the Norfolk and Waveney UCC Hub, has been shortlisted for the HSJ Partnership Award 2025. This recognition highlights the incredible collaboration between practitioners from different organisations, including GPs, paramedics, nurses, social care teams, and mental health specialists. Together, we’ve created a truly integrated service that ensures patients receive the right care, in the right place, the first time. By reducing ambulance dispatches and helping patients remain safely at home, we’re improving outcomes and easing pressure on emergency services. Congratulations to everyone involved in this ground-breaking initiative!”
DHU trek through the Sahara to raise money for Cancer Research
DHU's "Sahara Stars," have successfully completed their trek through the Sahara Desert, sharing essential life-saving skills and raising thousands of pounds for charity.
Covering 37 miles in sweltering Moroccan 35°C heat, the charity champions team raised nearly £4,000 for Cancer Research UK while also providing vital life support training to local communities.
Reflecting on the challenge, Viny Singh, IT Digital Project Manager, said: “The whole experience was a very humbling one for us all. Going into a community, seeing how children played and learnt with the bare minimum resources reminded me of other places I visited. The heat and terrain of the trek were incredible but knowing that we were raising funds for such an important cause and helping others meant a lot personally. It’s been a transformative experience, and the support we’ve received has been overwhelming. We can’t thank everyone enough for their generosity.”
The team (above), consisted of Dr. Steve Lloyd (Non-Executive Director), Viny Singh (IT Digital Project Manager), Debbie Kemp (Operations Manager UEC North), Kirsty Osborn (Deputy Director Urgent Care North), Stephen Bateman (CEO), and Dr. Saurabh Johri (Clinical Director UEC). They embarked on their journey to Morocco on September 10th and over the course of a week, they combined their challenging trek with significant contributions to local communities.
Whilst trekking across some of the harshest environments on Earth, the team provided Basic Life Support and First Aid training to 40 teachers at Taghbalte Secondary School. They also contributed to the construction of a women’s shelter at Ifrad School, which will serve as a vital meeting space for women to feel safe and protected.
Debbie Kemp, Operations Manager UEC North, added: “Seeing the impact of our work first-hand in Morocco was truly humbling. Providing lifesaving training to local teachers and contributing to the women’s shelter felt like we were making a real difference. The trek was physically demanding, but doing it as a team made all the difference - it was a privilege to be part of this.”
The Sahara Stars' dedication to raising money for Cancer Research UK and supporting community projects highlights DHU Healthcare’s continued commitment to making a positive impact on both a local and global scale.
The DHU Just Giving page is still active: https://www.justgiving. com/page/the-dhu-sahara-starschallenge
UHUK WHO'S WHO
Meet the Team
As many of you will be aware, there have been a few changes within the structure of the UHUK Board, and some additions to team, so we thought it might be helpful to introduce you to everyone as of 1 December 2024:
Nigel Gazzard Chair
Stephen Bateman NED and CEO DHU
Hazel Harrison Business Manager and Company Secretary
Conor Burke Chief Executive
Michaela Buck NED and CEO Mastercall
Tonia Culpin Partnerships Director
Dr Dawood Anwar Medical Director and CEO SPCT
Matt Adam NED and Founder We Are Digital
Sarah Fletcher Business Coordinator
Sharon Clifton Communications Advisor
Website update
Talking of changes, have you had a look at our website lately? We’ve updated our news pages to make it a bit easier to see all our latest news. You can find our full response to the 10-year plan consultation, and our press release setting out our position on the impact of the changes to employers National Insurance Contributions.
We’re always interested in hearing your views or thoughts on how we can improve the website, so please get in touch with any suggestions.
Together we are the largest social enterprise provider of outof-hospital services including;
• NHS 111 call centres
• Other call centre services
• Medical out-of-hours services
• Booking and referral services
• Emergency dental services
• GP practices
• Admissions avoidance schemes
• Urgent care centres
• Walk-in centres
• Community nursing and other community based services
• Sexual health services
• Offender health services
• Urgent Mental health services
• Military health services
• Homeless support services
We serve 64% of the population of the UK and Ireland (excluding Scotland)
UHUK Purpose:
To build our collective capability so we provide exceptional integrated and urgent primary care and the very best possible health outcomes to more people through Social Enterprise.
Services to members
We operate as a federation of social enterprise healthcare providers enabling members to benefit by working together and effectively being part of a much larger organisation.
Our services to members can be summarised as follows;
• Quality audit and benchmarking by external NHS auditors against agreed outcome focused quality standards
• Purchasing consortium which generates savings for members
• Market intelligence – analysis of our markets, identifying business opportunities and comparing prices
• Sharing of information and resources through discussion forums, workshops and the annual conference.
• Joint public relations initiatives
• Joint National representation initiatives (e.g. on The Five Year Forward View, NHS 111, Social Enterprise in Health)
Contact Us:
Business Manager, & Company Secretary:
Hazel Harrison - hazel.harrison3@nhs.net
Tel: 07841 337631
www.uhuk.co.uk
Membership:
Current members include:
• Badger Birmingham area
• BrisDoc Bristol
• Cumbria Health Cumbria
• Dalriada Urgent Care Northern Ireland
• DHU Health Care Derbyshire, Leicestershire & Midlands
• ECPC OOH East Berkshire
• FCMS (NW) Ltd North Lancashire
• FedBucks Buckinghamshire
• GMUPCA Manchester, Bury & Stockport
Alliance consisting of:
• Mastercall Healthcare
• Salford Primary Care Together (SPCT)
• Bardoc
• GTD
• Wigan
• IC24 Suffolk, Essex & Sussex
• Kernow Health Cornwall
• LCW UCC West & Central London
• Local Care Direct West Yorkshire
• NEMS CBS Nottinghamshire
• NHUC Hampshire
• PC24 Merseyside
• PELC Ltd East London
• SELDOC South East London
• Shropdoc Shropshire & Powys
• Suffolk GP Federation Suffolk
• Taurus Healthcare Herefordshire
• Western Urgent Care Belfast Associate Members:
• Northdoc Medical North Dublin City & County Services
• Welsh Health Boards
• Wirral CIC
The People:
Chair Nigel Gazzard
Chief Executive Conor Burke
Medical Director Dr Dawood Anwar
Non-Executives
Stephen Bateman
Michaela Buck
Matt Adam (independent)
Partnerships Director Tonia Culpin
Business Manager
Business Coordinator
Comms Advisor
Hazel Harrison
Sarah Fletcher
Sharon Clifton