A free workshop for NHS leaders hosted by Arden & GEM on 23 January explored different ways to deliver efficiencies through corporate and shared services and automation – generating better experiences for staff and patients.
From the potential of more streamlined organisational models to the huge time savings allowed by robotic process automation, the session offered great learning and a keen sense of the value of sharing ideas, knowledge and experiences.
The Art of the Possible – Evolution of GBS and Centre Office
The first session explored the benefits of a Global Business Services (GBS) or shared services model for NHS organisations, delivered by speakers from Deloitte Global Business Services and Deloitte Healthcare.
A shared services approach makes use of Cloud technology to deliver efficient back-office support for frontline services, with the potential for transforming organisations. With the NHS facing the perennial question of how to do more with less, this model could be an ‘engine of productivity’, driving efficiencies – with an ultimate goal of better experiences for patients and staff.
The session focused on two trends in GBS that could be particularly relevant for the NHS. One was bringing together traditionally separate, siloed processes or functions to deliver end-to-end services. This could apply to functions such as Procurement, Payroll, Finance and HR.
The second trend, ‘capabilities as a service’, is perhaps particularly relevant for Commissioning Support Units (CSUs). This is where an organisation provides access to a set of skills or expertise. An example would be providing AI or automation across an ICS: AI-powered chatbots could instantly provide HR policy guidance to frontline staff, saving HR time while ensuring compliance. Simultaneously, AI could strengthen Finance by detecting fraud, enhancing regulatory analysis, and proactively identifying financial opportunities for investment.
Driving Efficiencies through Robotic Process Automation (RPA)
In the second session, the conversation moved from the potential of automation to some realised benefits, where Rob Child, RPA Programme Manager, explained what’s been happening at Leeds Teaching Hospitals NHS Trust.
Interacting with digital systems, RPA software robots take on repetitive tasks, freeing up NHS staff for other work. Some of the processes carried out in the Leeds Trust since the programme’s start in 2020 include referrals, registering blood requests, and processing invoices. There are 14 production and four development bots in place, and 97 processes now live – with an estimated cost saving of £1.3 million, and an astonishing 60 years of human time saved.
Rob was keen to emphasise the importance of linking with other organisations. The Leeds team already collaborate with a group of West Yorkshire Trusts, sharing resources, peer support, knowledge and code. As Rob explained, the platform used by the Leeds programme, Blue Prism Cloud, is one of the biggest examples of automation software used by the NHS. “Even though processes may be different in different organisations, in my mind it’s a bit like Lego bricks – you can share bits of code and the other organisation can top and tail it with their systems.”
Other key tips from Leeds were prioritisation, understanding the impact of automation on staff, and learning from other organisations – with a special focus on process and the ‘how’ and ‘why’ of what’s done.
GenAI in Action
Further automation benefits were revealed in the session by Craig Kilgour, RPA Lead at Arden & GEM. GenAI Chatbots can answer complex questions and offer personalised responses, based on the data input. Craig demonstrated Arden & GEM’s HR bot, named HAILEE, which answers staff questions based on its data store of HR policy documents and newsletters. During the session, HAILEE provided answers to both a practical question about working at home and a more conceptual one around avoiding a negative environment at work.
AI may not always give consistent answers – in one example, the same question asked twice produced a different number of responses – but it has the capacity to self-correct when made aware. The potential of GenAI and chatbots in the NHS is clear in terms of scalable, efficient solutions for NHS staff. Automating routine enquiries reduces workload, frees up staff to do other (perhaps more rewarding) work, and gives people quick access to complex information.
Arden & GEM’s Corporate Services Maturity Matrix
In the final session, Andy Gant, Senior Finance Lead, explained how a maturity matrix was devised to support Arden & GEM’s ‘Becoming the best’ programme. The programme aims included making sure the CSU has a consistent approach to waste and quality issues and how improvements are carried out.
Looking at people, processes and technology, the matrix identifies areas where quality increases and/or cost reductions could be made by maturing the ways of working within corporate services – following industry best practice. It also identifies where quick wins are possible compared with medium or longer-term programmes.
One of the outcomes has been identifying any areas where the CSU’s digital maturity has been below industry standards. Another is the ability to identify the true root causes of failure – which can often be quite different to the assumed causes – giving a surer basis for learning and making improvements.
The Continuous Service Improvement (CSI) team has supported with developing a training pack and manual. Based on industry best standards, but tailored for the NHS and CSU, the training will support staff in maintaining a consistent approach to improvement across the CSU.
To learn more, watch the webinar recording:
Delivering Efficiencies through Corporate and Shared Services - slide deck