A doctor talking to an elderly patient

Clinical support services

Working in partnership with NHS England, NHS Providers, and Integrated Care Systems, we provide expert clinical support services, essential for the delivery of the NHS Long Term Plan.

Our experts apply evidence of clinical and cost-effectiveness to inform and support the prioritisation of resources, the application of best practice, and the development of transformation plans.

We support your patient services by applying our business intelligence data models and clinical management knowledge to your operations. We help you to understand clinical variation, improve understanding of the patient experience, and support decisions to improve outcomes for patients.

Our integrated clinical support services:

Clinical effectiveness

  • Maximising resources and delivering high-quality patient care within financial constraints to access their required services more effectively.
  • Supporting the development of evidence-based clinical policies and pathways so that fewer treatments with low clinical and cost-effectiveness take place, and that the treatment thresholds for these enable care to be targeted at the appropriate patients.
  • Extended opportunities for service improvement involving horizon scanning and knowledge sharing to inform commissioning intentions and the implementation of STP plans.
  • Local clinical priority committees need to function safely and effectively in developing, reviewing and agreeing on clinical treatment policies and thresholds. We provide expertise to develop and support governance arrangements for CCG or STP-wide policy ratification.

Clinical risk stratification and population analytics

  • Using population health analytics to target resources and identify efficiency savings in treatment patterns
  • The pace of work is increasing significantly. We support our customers to manage ‘here and now’ service delivery, using data to target resources and identify efficiency savings in treatment patterns, all without compromising on quality.
  • Engaging with patients and the public on how to deliver care in more sustainable ways is vital to delivery. We support sustainable delivery with future-proofed and flexible solutions which meet the needs of ICSs, ICOs, and STPs as these emerge.
  • Technology plays an integral part in facilitating system-wide working across health and social care organisations and supporting service transformation. We are acknowledged experts in using technology to underpin the transformation agenda.

Individual Funding Requests (IFR) and prior approvals

Ensuring patients are offered the right treatment, at the right time we support the implementation of clinical policies and processes through IFR and prior approval services for threshold policies. This trust-based system is founded on compliance with an agreed menu of options around exclusion, restriction or clinical review/audit. 

Patient advice, liaison (PALs), and complaints

Our expert team work closely with patients, carers, and their families to deal with enquiries or complaints

  • All contribute towards local quality schedules and future work plans.
  • We listen to questions or concerns and facilitate honest answers and informed responses, including appropriate apologies and examples of lessons learned. 

Medicines optimisation

We enable you to get the best from medicines and ensure conditions are managed as well as they can be.

  • We assess prescribing data and CCG/ICS delivery, and identify progress, projections, barriers, and solutions and recommend the most effective areas where change can be delivered.
  • Our bespoke support includes ‘how to’ guides, operating procedures, contractual solutions, and recommendations that will unlock barriers or kick-start local progress.
  • Balancing safety, tolerability, value, and simplicity we help you to make the right choices in prescription products

Operational clinical support services

Care Navigation Service

Our care navigation service is a recognised centre of excellence, that provides safe and appropriate referral support using the most clinically appropriate providers.

  • This includes arranging patient transport for GP practices, managing dental and optometry referrals, tracking claims and managing a telehealth service. Experienced administrators and expert clinicians provide this service to ensure that the most appropriate referrals are made.
  • The quality of service combined with our expertise and geographical knowledge helps E-Referral patients benefit from enhanced choice and booking experience via the national appointment booking line.
  • The referral management centre also hosts the Directory of Services hub, where a wide range of our CCG customers can access system support and subject matter expertise in clinical pathways.


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