The West Midlands Health & Wellbeing Innovation Network and Herefordshire & Worcestershire ICB Innovation Programme
Overview
Working in partnership with Herefordshire and Worcestershire Integrated Care Board (H&W ICB), the West Midlands Health and Wellbeing Innovation Network (WMHWIN) delivered a challenge led innovation programme that focused on improving the efficiency, quality and experience of Continuing Healthcare (CHC) services by working with innovators to co-develop a solution.
The programme explored how technologies such as intelligent document processing, automation and AI-enabled tools – could streamline the CHC pathway from referral through to decision-making. The aim was to reduce administrative burden, improve data quality and visibility, and enable more timely, consistent outcomes for patients.
The Challenge
Continuing Healthcare is a complex, multi-stage process. It requires detailed documentation, coordination across teams and adherence to national frameworks.
This complexity resulted in challenges that created inefficiencies, increased pressure on staff and made it more difficult to deliver timely and consistent decisions for patients.
The programme followed WMHWIN’s structured challenge-led innovation methodology.
This involved engaging stakeholders to map the current service delivery model, targeting areas with the highest potential to impact productivity. This resulted in a set of precise “How Might We” statements:
• How might we improve the efficiency from referral to decision event in the CHC process by using intelligent document processing for enhanced quality of data input
• How might we elevate visibility of real-time caseload through task tracking and prioritisation for multidisciplinary teams
• How might we reduce time-intensive parts of the process for staff through automation
WMHWIN then conducted a targeted scouting process and selected three innovators to participate in the programme:
• IEG4 – providing a CHC-specific digital platform with automation and development capability
• Made Purple – delivering AI-powered transcription and summarisation through its Purple Scribe product
• MTX – offering flexible digital and AI solutions, including capabilities built on Salesforce
Co-design with the Users
Writing in the Healthcare Management magazine Herefordshire and Worcestershire ICB CEO Simon Trickett wrote: “The real success of this initiative lies in the strong partnership that drove it forward. We worked closely with IEG4 (part of IEG Group) and the West Midlands health and Wellbeing Innovation Network, identifying a shared problem – how to make existing processes more efficient while taking full advantage of technological advancements. What makes this project particularly exciting is the fact that it was built from the ground up with input from those who would ultimately use it.
This strong emphasis on user-centred design through workshops and collaborative sessions, enabled CHC staff to articulate the realities of their roles, from managing referrals and coordinating MDTs to handling documentation and communication.
This approach ensured that solutions were built around the needs of the service, rather than requiring the service to adapt to technology.
Outcomes and Impact
The programme unlocked a set of tangible outcomes and impact that will sustain change.
Early results demonstrate significant potential impact, including:
• Around 30% time savings across the team
• Reduction in process steps for some tasks by up to 70%
• Improved visibility of where each case sits within the pathway
• More efficient document management and communication
• Reduced time spent on administrative follow-up tasks
• Improved ability to analyse data and identify trends or issues
Moreover, the innovation process has demonstrated to the ICB how innovation can be achieved by working in a different mode with partners.
Jane Shepard Deputy Director of Nursing and Quality HWICB said: “We’ve been working together with the Warwick team, the Innovation Hub, and with the innovators as equal partners, identifying problems, proposing solutions and then basically testing and reiterating and bringing a prototype to life and that’s been an amazing process.”
Looking Ahead
The programme has provided H&W ICB with a clear view of how digital innovation can transform CHC services and the wider system. It has demonstrated the value of a structured, collaborative and challenge-led approach to tackling complex operational problems. Ultimately, this work represents a significant step towards more efficient, data-driven and user-centred CHC services, improving both staff experience and patient outcomes.
The programme has also created a replicable model that can be applied to other complex healthcare pathways.
If you would like to explore how to apply this method within your own organisation, please contact:
wmhwin@warwick.ac.uk
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