CASE STUDIES
Simplify processes, strengthen controls and improve reporting.
Available for contract and fixed-term assignments. The examples below show how I have approached this work.
6 cases · Some cases appear in more than one category.
OPERATIONAL RECOVERY
Missing transactions had undermined confidence in sales, operational and commission data. Ownership was unclear following a technology change, with no agreed solution.
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PRIMARY CARE IMPROVEMENT
Practice staff could not amend or cancel PCN-created appointments. Requests had to go back to the PCN. The Clinical Director reported a lengthy, expensive supplier fix, while broader access would expose confidential information.
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DISCOVERY AND MOBILISATION
The Clinical Director wanted to increase NHS App adoption but lacked management capacity. I needed to establish what patients could access and how to engage people with different levels of digital confidence.
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BUSINESS REPRESENTATION
A mandatory systems update required a shutdown. New products now depended on live checks, turning a familiar reporting interruption into a risk to sales and customer service.
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PLATFORM OWNERSHIP AND DEVELOPMENT
Conflicting reports undermined trading decisions. I shaped a replacement platform around frontline requirements, with scope to grow beyond reporting into operational processes.
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PROCESS REDESIGN
A partly automated validation process generated appeals, repeated chasing and commission disputes. Migration would require costly redevelopment. Managers lacked confidence in removing the appeals route.
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