24 September 2023
This service is no longer delivered by the NHS Midlands and Lancashire CSU. Karen Farrell Associate Director, Personalised Healthcare Commissioning
21 September 2023
Personalised Healthcare Commissioning Services
From 1 July 2026, NHS Midlands and Lancashire will no longer provide any of the Personalised Healthcare Commissioning services described on this page. Please contact your local integrated care board…
20 June 2022
Our people are committed to delivering best-in-class support to the NHS and care sector. Here are some of our recent industry award successes.
30 May 2022
25 January 2022
We understand, as health and care decision-makers, you want to make a difference – for both patients and services to develop an all-round healthier population. NHS Midlands and…
25 January 2022
14 November 2021
1 November 2024
Support offerImproving productivity and efficiency
Improving productivity and efficiency is central to NHS development. A key part of the 10 Year Health Plan is the need to drive productivity in health services and…
13 May 2022
Support offerClinical redesign and provider collaboration
As a change and improvement partner, we support end-to-end redesign of clinical pathways, enabling integration and providing digitally-enabled, user-centric approaches to care management. Our multidisciplinary teams can support…
13 May 2022
Support offerPlace and primary care transformation
We provide the developmental, transformational and operational support needed by ICS partners and primary care organisations to achieve a truly integrated service offer. We help partners at every…
13 May 2022
Support offerPHM analytics and decision support
We provide expert analytical advice and support, underpinned by optimal data management, insight tools and PHM capability to enable evidence-based decisions, address health inequalities and align services to…
13 May 2022
Support offerDigitally enabled transformation and IT
Digital transformation is not simply about technology – it is about change management enabled by technology to improve access and quality of patient care and optimise processes for…
12 May 2022
Support offerWe deliver effective communication, engagement and behavioural insight as key enablers for system change and improving population health. Our approach addresses inequalities, manages risk and reputation, and derives…
25 January 2022
Support offerWe will help define your system’s roadmap towards developing integrated care. As a long term partner, we will support across a range of capabilities to provide oversight and…
25 January 2022
Support offerPeople solutions NHS Midlands and Lancashire supports a range of organisations with solutions to their most pressing workforce challenges. We are of the NHS, for the NHS, and…
25 March 2026
Case studyA new framework to improve elective care for people with learning disabilities and autistic people
We developed a new framework to help NHS trusts in the North West improve the experience, access and outcomes for people with learning disabilities and autistic people who…
23 March 2026
Case studyFrom strategy to uptake: How communications boosted vaccination rates
We boosted vaccination uptake across Staffordshire and Stoke-on-Trent through insight-led, community-driven communications, strategic media, and digital transformation. Background Since April 2025, the NHS Midlands and Lancashire (NHS ML)…
19 December 2025
An evaluation of Halton Borough Council’s Family Hub Emotional Wellbeing Multi-Disciplinary Team (MDT) found that the team filled a key early intervention gap. It was aimed at families…
3 September 2025
Case studySupporting the National Neighbourhood Health Implementation Programme
NHS Midlands and Lancashire is helping deliver the National Neighbourhood Health Implementation Programme by equipping local systems with the tools, coaching and intelligence to reshape services and bring…
3 September 2025
Case studyBuilding a new website for primary care reporting
The CSU’s Communications and Engagement team successfully delivered a new website for the NHS Calculating Quality Reporting Service (CQRS). CQRS is an NHS England funded programme managed by…
25 July 2025
Case studyEnhancing recruitment through a new, engaging website area
The collaborative Communications and Engagement team from Arden & GEM and Midlands and Lancashire CSUs worked with an NHS trust to deliver a new, engaging recruitment section on…
13 June 2025
Case studyNew patient-focused website for Medway Community Healthcare
Our collaborative redesign and rebuild delivered an accessible, user-focused website for Medway Community Healthcare, enhancing digital engagement with patients and stakeholders. Visit the new Medway Community Healthcare website.…
13 June 2025
Case studyWorkshop in a box at Shropshire, Telford and Wrekin
We supported Shropshire, Telford and Wrekin Integrated Care Board (ICB) to run local workshops that captured public and staff feedback for the national 10 Year Health Plan through…
13 June 2025
Case studyShaping urgent care through community voices in Staffordshire and Stoke-on-Trent
A comprehensive 11-week public engagement programme supported Staffordshire and Stoke-on-Trent Integrated Care Board (ICB) to shape a more efficient and patient-focused urgent and emergency care strategy. Background Staffordshire…
19 May 2025
Case studyEquality, diversity and inclusion training for Kent and Medway ICB
Our training helped to embed equality, diversity and inclusion principles into key decision-making processes including policy development, procurement and change. Background Kent and Medway Integrated Care Board (ICB)…
12 May 2025
Case studyBlack History Month inclusion training for NHS finance professionals
The Inclusion Team partnered with the Midlands Finance Academy to deliver an impactful Black History Month session, combining education, lived experience and anti-racism tools to foster a more…
12 May 2025
Case studyDriving continuous improvement in histopathology services across the Midlands
A comprehensive review by NHS Midlands and Lancashire’s Improvement Unit has created a roadmap for improving quality, efficiency and sustainability across histopathology services in the Midlands. Background Histopathology…
12 May 2025
Case studyImproving dementia care through a national self-assessment toolkit
A new national dementia self-assessment tool, co-developed by NHS Midlands and Lancashire’s Improvement Unit, DHSC and NHSE, is enabling healthcare systems to improve services, reduce variation and drive…
9 May 2025
Case studyDeveloping an NHS workforce campaign to drive inclusive recruitment
We developed a fully branded, organic workforce campaign to support NHS Birmingham and Solihull’s Integrated Care System’s ‘I Can’ programme, enabling local teams to raise awareness of inclusive…
25 April 2025
Case studyProject management support for NHS cost improvement programme
Discover how effective project management support helped an NHS hospital trust in the North-West save £1.5 million through their cost improvement programme (CIP). Learn about our approach, impact…
27 March 2025
Case studyStrengthening organisational development and leadership
Through the delivery of a tailored organisational development plan, we enhanced leadership development, established a coaching culture, strengthened team purpose, and improved workforce engagement across an integrated care…
27 March 2025
Case studyStrengthening team identity and purpose at an NHS trust
Through interactive team development sessions, we helped a trust establish a clear team purpose, strengthen relationships, and create a vision for success, leading to improved collaboration, engagement, and…
20 March 2025
Case studyWe worked with NHS Birmingham and Solihull Integrated Care Board (NHS BSOL ICB) to standardise turnover reporting, enhance workforce data accuracy, and provide essential workforce planning tools, ensuring…
6 March 2025
Case studyImplementing new ways of working to improve cancer screening for people with learning disabilities
Through our two-year programme with NHS England North West, we identified key barriers preventing people with learning disabilities from accessing breast and cervical screening and implemented pilot projects…
6 March 2025
Case studyDeveloping a sustainable change management strategy for a children’s hospice
Our Transformation Unit designed and embedded a comprehensive organisational change management strategy for a children’s hospice charity. This approach considered governance, knowledge and skills requirements, change processes and…
5 March 2025
Case studyAchieving service excellence via the service desk certification programme
Our IT service desk plays a crucial role in supporting approximately 35,000 users across health and care, including 24/7 services. Each month, we handle 8,700 telephone contacts, 1,000…
3 March 2025
Case studyTransforming workforce structures for the East of England Cancer Alliance
We supported the East of England Cancer Alliance through a complex organisational change process, ensuring a smooth transition, stakeholder engagement, and a restructured workforce aligned with strategic cancer…
14 February 2025
Case studyAddressing workforce challenges through standardised job descriptions
Our People Solutions team addressed recruitment challenges and pay inconsistencies in a hard to recruit professional group by developing a national library of standardised job descriptions, improving recruitment…
12 February 2025
Case studyStrategic workforce planning through up skilling
Through tailored training and hands-on application of the NHS England STAR and workforce redesign methodologies, we enabled human resources teams and clinical leaders to develop and implement effective…
3 May 2018
Case studyTransforming stroke care through patient engagement in Lancashire and South Cumbria
We enabled transformational change in stroke care across Lancashire and South Cumbria by leading a collaborative programme that prioritised patient and carer engagement, resulting in improved service specifications…
12 December 2022
Case studyPromoting the Health Equity Assessment Tool (HEAT) in the Midlands
The NUC team successfully trained 407 participants across 11 ICSs in the Midlands to embed the Health Equity Assessment Tool (HEAT), exceeding targets and equipping organisations with resources…
19 December 2024
Case studyDelivering an integrated care board’s first annual report
We successfully supported Staffordshire and Stoke-on-Trent Integrated Care Board (ICB) in delivering their first annual report and accounts as an ICB, ensuring high-quality content, compliance with statutory guidelines,…
5 December 2024
Case studyAdvancing care quality and outcomes for haemoglobin disorders across England
Through a comprehensive peer review programme, we worked with the UK Forum on Haemoglobin Disorders to improve care quality, ensure compliance with national standards, and support service providers…
5 December 2024
Case studyPeer review of long COVID services across the Midlands
We used an innovative peer-to-peer review model to address variations in long COVID service delivery across the Midlands, promoting shared learning, improving care quality, and earning national recognition…
5 December 2024
Case studyDriving clinical leadership through mentorship at Queen Elizabeth Hospital Birmingham
NHS Midlands and Lancashire’s Nursing and Urgent Care team supported the development of clinical leaders at Queen Elizabeth Hospital Birmingham (QEHB) through a year-long mentorship programme, helping Band…
25 November 2024
Case studyThrough a collaborative approach, we developed a common approach to reporting health inequalities metrics, enabling consistent, comparable reporting across NHS integrated care boards (ICBs) and allowing local teams…
21 November 2024
Case studyProgramme improvement for DHSC’s Start for Life programme
Our collaborative, targeted review of the Department of Health and Social Care’s and Department for Education’s Start for Life programme improved programme management, assurance and delivery processes, aiming…
18 November 2024
Case study NewsImproving IT support efficiency with our AVA Chatbot
Our AVA chatbot has streamlined IT support, saving over 520 hours of analysts’ time, enhancing service quality, and providing clients with faster, self-service solutions. Background In April 2023,…
7 November 2021
Case studyRisk stratification tool reducing A&E admissions
The Risk Stratification tool within Aristotle Xi has helped Wolverhampton CCG reduce A&E attendances and emergency admissions by identifying high-risk patients, enabling proactive care and improving integrated community…
4 September 2024
Case studyTransforming Derbyshire healthcare’s medical workforce for future resilience
Our work with Derbyshire Healthcare NHS Foundation Trust has significantly strengthened workforce planning, supported planning for the expansion of new roles, enhanced leadership capabilities, and addressed critical workforce…
4 November 2024
Case studySolving fragmented healthcare data with integrated solutions
The One Health and Care (OHC) system has revolutionised healthcare in the Midlands by integrating patient data across sectors, leading to over £1 million in annual savings, significantly…
24 July 2022
Case studyEstablishing the Black Country integrated medicines optimisation committee
NHS Midlands and Lancashire (NHS ML) collaborated with the Black Country Integrated Care System to establish the Integrated Medicines Optimisation Committee (IMOC), creating a governance structure that fosters…
24 January 2020
Case studyStreamlining community pharmacy payment systems
The Gibraltar Health Authority (GHA) partnered with NHS Midlands and Lancashire to develop a bespoke automated system to improve the accuracy and efficiency of processing community pharmacy prescriptions.…
24 December 2021
Case studyAligning prescribing practices with NICE Guidance for improved healthcare
The Isle of Man’s Department of Health and Social Care (DHSC) commissioned our Medicines Management and Optimisation team to assess the current position on NICE Technology Appraisals (TAs)…
24 December 2021
Case studyPharmacy initiatives supporting COVID-19 response and digital prescribing rollout
Our pharmacy initiatives played a crucial role in supporting NHS England’s COVID-19 response, providing leadership and resources for end-of-life care, care homes, and stock tracking. We reduced duplication…
24 March 2020
Case studyStrengthening prescribing collaboration across Merseyside for improved patient care
In 2018, Wirral CCG and NHS trusts joined the Pan Mersey Area Prescribing Committee, facilitated by our Liverpool Medicines Management and Optimisation team. This collaboration has streamlined prescribing…
24 August 2021
Case studyImproving anti-coagulant prescribing in for better patient safety
In collaboration with Warrington GP practices, our Medicines Management and Optimisation team conducted a comprehensive review of Direct Oral Anti-Coagulants prescribing. The aim was to improve patient safety,…
24 July 2021
Case studyEnhancing patient safety with face-to-face medication reviews
Western Avenue Medical Centre in Chester partnered with our Medicines Management and Optimisation team to conduct face-to-face medication reviews for high-risk patients. Over 25 sessions, our clinical pharmacist…
24 May 2020
Case studyReducing hospital admissions and improving patient safety
We partnered with Wirral CCG to implement a 12-month integrated medicines optimisation project, targeting high-risk patients to reduce unplanned hospital admissions and improve medication management. By working with…
8 May 2020
Case studyImproving patient safety and cutting costs with a polypharmacy review
Our pharmacist-led Polypharmacy Review Service, commissioned by Birmingham and Solihull CCG, improved patient safety and reduced healthcare costs. By de-prescribing unnecessary or harmful medications and addressing patient concerns,…
24 July 2020
Case studyReducing medicines waste in Warrington with direct repeat ordering
In response to rising concerns about medicines waste, we partnered with Warrington CCG to pilot a patient-led repeat ordering system. By empowering patients to order their prescriptions directly…
24 October 2019
Case studyReducing medicine waste through patient-led ordering in Wirral
We partnered with Wirral CCG to implement a patient-led repeat ordering system, which reduced medicine waste and improved patient safety. By removing the third-party ordering option, we empowered…
24 October 2023
Case studyImplementing Electronic Repeat Dispensing in Halton and St Helens
Our Medicines Management and Optimisation team supported NHS England’s initiative to implement the Electronic Repeat Dispensing (eRD) service across Halton and St Helens CCGs. Over six months, we…
23 October 2024
Case studyDelivering communications for NHS England’s eye care e-referral system in North East and Yorkshire
NHS Midlands and Lancashire and Arden & GEM Integrated Communications and Engagement team supported NHS England North East and Yorkshire to implement a new Eye Care Electronic Referral System…
17 October 2024
Case studyImproving patient experience and legal compliance of Deprivation of Liberty applications
We helped the Greater Manchester Integrated Care Board ensure legal compliance, improve patient care, safeguard individual rights, and reduce administrative burden, all while maintaining transparency and accountability in…
15 October 2022
Optimisation of inhaled Corticosteroids for patients in West Cheshire
Through our targeted approach, we optimised the prescribing of inhaled corticosteroids for chronic obstructive pulmonary disease patients in West Cheshire. By working closely with pharmacists, respiratory nurses, and…
10 October 2024
Case studyComprehensive endoscopy strategy for Northern Care Alliance
Developing a trust wide endoscopy strategy for Northern Care Alliance In March 2022, the Northern Care Alliance (NCA) commissioned NHS Midlands and Lancashire’s Transformation Unit to develop a…
9 October 2022
Case studyImproving Medicines Safety in Care Homes
Commissioned by NHS England and NHS Improvement, we led the Medicines Optimisation in Care Homes (MOCH) pilot across The Black Country and West Birmingham, integrating pharmacists and technicians…
9 October 2021
Case studySupporting NHS England’s consultation on low-value medicines
In 2017, NHS England sought public and patient input on proposals to limit the prescribing of 18 products considered low-value for routine NHS primary care prescriptions. Our communications,…
2 October 2024
Case studySupporting a review of West Midlands community dental services
Our engagement study significantly informed decision-making by highlighting key themes such as access, travel, and patient experience, ensuring that the voices of vulnerable groups were heard, and contributing…
9 September 2024
Case studySuccessful implementation of the Ottawa Model for Smoking Cessation in Wolverhampton
NHS England sought to implement the Ottawa Model of Smoking Cessation in secondary care across England, integrating smoking cessation into routine inpatient care. NHS Midlands and Lancashire’s Medicines…
8 August 2024
Case studyStreamlining accounts payable at NHS trust
We worked with an NHS trust to streamline the accounts payable function by setting out a process map for the future, setting out several improvements and automations. Background…
2 August 2024
Case studyBuilding stronger connections for team development: Strength Deployment Inventory (SDI)
NHS Midlands and Lancashire used Strength Deployment Inventory (SDI) to help several teams at different stages of their team development to work together effectively and build stronger connections.…
19 July 2024
Case studyUnifying medication prescribing across Cheshire and Merseyside
The harmonisation project led by our Medicines Optimisation team successfully established governance and streamlined formulary reviews. By creating a collaborative working group with pharmacists from primary and secondary…
11 January 2022
Case studyEnsuring essential information governance standards are up to date
Our Information Governance team provided crucial support to Warrington Primary Care Community Interest Company, ensuring the completion of essential Data Privacy Impact Assessments, guiding their first successful Data…
11 December 2022
Case studyPromoting the Health Equity Assessment Tool in the Midlands
Our Nursing and Urgent Care team successfully delivered Health Equity Assessment Tool training to 407 participants across the Midlands, exceeding the target and significantly raising awareness of health…
9 October 2022
Case studyImproved online experience and increased social media engagement for NHS Leadership Academy
Our work with the NHS Leadership Academy significantly enhanced their online presence and social media engagement. Over seven months, we produced engaging videos, images, and posts, increasing Twitter…
25 July 2023
Case studyHelping a local council to order equipment efficiently
Our management of Staffordshire County Council’s community equipment service led to the elimination of a backlog, improved administrative processes, and the re-establishment of positive stakeholder relationships. As a…
9 July 2022
Case studyVirtual health and wellbeing festival
Our week-long virtual health and wellbeing festival boosted staff morale and engagement, with 759 attendees participating in 42 sessions, and receiving exceptional feedback (average scores of 4.7/5 for…
9 July 2023
Case studyImprovement Support Programme North West Acute Trust Provider
Our work with the North West Acute Trust Provider improved their incident and risk management processes, resulting in a notable reduction of open incidents, better risk mitigation, and…
4 July 2024
Case studyOptimising immunisation services with an integrated hub and spoke model in Greater Manchester
Our Improvement Unit’s independent service evaluation led to the recommendation of an integrated hub and spoke model, aiming to standardise practices across Greater Manchester and set a national…
1 July 2024
Case studyEnhancing efficiency and sustainability with a diagnostic healthcare workforce strategy
Through strategic collaboration and comprehensive planning, we enhanced the efficiency and sustainability of the diagnostic healthcare workforce within an integrated care system (ICS) addressing critical workforce gaps and…
1 July 2024
Case studyImplementing a flexible working framework and training package for enhanced workforce culture
An NHS foundation trust, in collaboration with NHS Midlands and Lancashire, developed a flexible working framework and training package to promote a culture of flexibility, enhance recruitment and…
1 July 2024
Case studySustaining and expanding international recruitment for an integrated care system
Our Workforce Planning and Transformation team’s efforts secured a three-year investment for the International Recruitment Workforce Bureau, enabling the recruitment of 630 international healthcare professionals in 2023/24 and…
13 June 2024
Case studyAdvancing maternity and neonatal services with interactive data dashboards
Our collaboration with NHS Shropshire, Telford and Wrekin ICB resulted in the development of an interactive dashboard that significantly advanced the understanding and management of maternity and neonatal…
12 June 2024
Case studyReshaping an integrated care board for future success
We successfully guided the organisational change process for an integrated care board, aligning its workforce with the long-term vision and ensuring seamless implementation despite significant challenges. Background Integrated…
29 May 2024
Case studyDeveloping a seamless user journey website for the National Institute for Health and Care Research
In May 2024, the National Institute for Health and Care Research (NIHR) Birmingham Biomedical Research Centre (BRC) unveiled a revamped website. Designed by the Communications and Engagement team,…
10 June 2024
Case studyDeveloping a user-centric website for cardiovascular care excellence
The National Institute for Cardiovascular Outcomes Research (NICOR) partnered with NHS Midlands and Lancashire and NHS Arden and GEM collaborative Communications and Engagement team to develop a new,…
6 June 2024
Case studyEvaluating the Answer Cancer service in Greater Manchester
Our evaluation of the ‘Answer Cancer’ initiative increased cancer awareness in underserved communities and demonstrated good value for money. Our findings will inform future commissioning to improve cancer…
6 June 2024
Case studyIntegrating Cheshire and Stockport breast screening services
The successful implementation of NHS England Screening Quality Assurance Service (SQAS) approved recommendations resulted in the establishment of a fully integrated service, streamlined governance, improved staffing levels, and…
6 June 2024
Case studyImproving mobile breast screening in Liverpool, Sefton, and Knowsley
Implementing recommendations within the Liverpool, Sefton, and Knowsley Mobile Breast Screening Programme has brought about substantial enhancements. Augmented engagement, clarified governance, and the establishment of a robust service…
5 June 2024
Case studyDriving strategic workforce planning and operational excellence in an integrated care board
Through strategic leadership and effective collaboration, we significantly enhanced the understanding and implementation of a comprehensive workforce plan for an integrated care board, ensuring sustainable workforce supply and…
4 June 2024
Case studyIntegrating recruitment services into a central team to deliver at-scale efficiencies
Centralising recruitment services for NICE through NHS Midlands and Lancashire significantly improved efficiency, reducing time-to-hire to under 30 days, enhancing resilience, and enabling strategic focus, ultimately streamlining processes…
17 May 2022
Case studyRecovering hospital utility costs
By identifying and recovering electricity costs from rooftop telecom installations, we helped NHS trusts enhance their cost improvement programmes. George Eliot Hospital NHS Trust recouped approximately £170k in…
24 May 2024
Case studyOptimising staffing strategies, cost reductions and strategic governance
Through detailed analysis and strategic governance frameworks, we reduced the usage of agencies for staffing, leading to notable reductions in agency costs and enhanced compliance with national targets.…
21 May 2024
Case studyOur involvement in Calculating Quality Reporting Service (CQRS) Local has proven to be a critical asset in improving efficiency, reducing administrative burdens, transforming governance, and creating a benchmark…
29 April 2024
Case studyAligning medication guidelines: The Cheshire and Merseyside initiative
The Cheshire and Merseyside initiative, aimed at aligning medication guidelines, has enhanced medication management practices across the region. By improving consistency, streamlining processes, increasing transparency, and promoting continual…
16 April 2024
Case studyScaling non-medical prescribing services for enhanced patient care
Our Medicines Management and Optimisation team has improved patient care by improving processes and automating tasks to ensure timely access to medications and maintain safety through competency assessments…
2 April 2024
Case studyEnsuring Care Quality Commission readiness through collaborative intervention at Portway House
Our Nursing and Urgent Care Team’s intervention significantly transformed a care facility, enhancing staff morale, competence, and confidence, ultimately transitioning it from requiring improvement to being well-prepared for…
