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Case Study

IC24

The task

Integrated Care 24 (IC24) is a not-for-profit provider of urgent care services to the NHS. It is one of the largest social enterprises in the UK, serving over 6 million patients through operating the 111 telephone service and providing a wide range of clinical and non-clinical support activities through partnership with healthcare providers and commissioners. IC24 sought our help in two key areas: strategy development and leadership capability, with the aim in both cases being to enhance the quality and reach of service provision.

IC24

What we did

We designed and set up a series of management workshops with four key groups within the organisation:

  • The Board itself, including the non-executive directors
  • The 60-strong senior leadership group
  • The 6 regional business teams
  • The Digital Leadership team

In each case, the workshops focused on building clarity around roles and responsibilities, developing leadership skills, enhancing resilience and agility and producing proposals for service enhancement.  Using a cascade process, each tier of workshops framed the delivery challenge and strategy for the following tier.

The results

The process resulted in a restructuring of the regional teams, with clearer accountabilities and enhanced collaboration both across the organisation and with client entities.  There have been measurable improvements in the 111 service in terms of quality and responsiveness.  Leadership teams have become significantly more effective and major new contracts have been won with the NHS.  Ways of working have been streamlined and the foundations for future growth have been put in place.  In recognition of the value of the process, IC24 is planning to repeat it as the core element of its continuous improvement strategy in 2025.