Responding to Urgent Priorities while Pushing Ahead with Transformation

This leading NHS Foundation Trust has a worldwide reputation for clinical excellence, and over the last few years, has pursued the goal of becoming one of the most digitalised trusts in the UK. Partnering with Telefónica Tech to provide IT services has removed the immense pressure of day-to-day IT management, provided greater resilience, and helped 11,000 staff to work more efficiently. Together, the partnership has progressed the hospital’s digital maturity programme to advance patient care – all while responding to the additional pressures of the pandemic.

Responsive Support

The outsourced Service Desk provides hospital staff with the prompt responses they need –  over the phone, by email, or via the library of self-help content.  As well as quickly resolving queries, the team of dedicated experts have helped staff to better understand new technologies, faster. This team consistently receive positive feedback for the knowledge they share, and as testament to their effectiveness, 95% of all calls are resolved first time.


Via the Service Desk, the Trust is also gaining much greater insight on how each IT service is performing, in turn helping to predict and remediate any potential issues. They are also helping the hospital to optimise daily operations, for example, attaching RFID tags to mobile and static devices means the hospital can track and locate its IT assets right across the hospital campus.


Looking to the Future

The extremely high levels of reliability this Trust needed to support critical systems has been achieved, “We can now spend more time working on future initiatives, rather than setting aside time to keep the service working,” explains the Chief Clinical Information Officer. He continues, “We want to be able to do more and more digitally, and to do that, we need a base set of skills that an NHS institution isn’t well placed to deliver itself.”


Working with an Epic certified IT partner has allowed the Trust to get the most out of the EPR system, including facilitating its quarterly release cycle. “There’s a very collaborative tone to all of our conversations; in effect there is no separation between your team and ours – we work in a very complementary way.”


Future plans include supporting the Trust with further innovation, such as rolling out secure trust-wide messaging, building a cloud platform to host algorithms to fine tune radiotherapy delivery, and upgrading of all major systems. As well as delivering new functionality, the upgrades will support the hospital’s expansion as it becomes a major genomics centre.

Solution Overview

The transformation phase of this 7-year, £107m digitalisation programme included safe and efficient re-platforming of 1,500 virtual servers including the Epic EPR platform, 8,500 desktops to Windows 10, 1,200 laptops, hundreds of printers, as well as running the entire IT 1st Line Support and Service Desk. The next phase will provide services to support their award-winning digital maturity programme.

  • IT-as-a-Service- bringing together 15+ different vendors into one manageable solution
  • Full Managed Service, including 1st-3rd line support
  • Hosting
  • Networking
  • Security
  • End User Compute
  • 13,000 consumers of the service
  • 9,000 calls per month
  • 8,500 desktop devices secured and managed
  • 1,200 laptops secured and managed
  • 600 applications packaged, delivered, and updated via release management
  • 600 managed printers


  • £3m efficiency savings*
  • 95% first time call resolution
  • Consistent NPS (Net Promoter Score) of >80
  • SLAs consistently achieved
  • Improved cyber security ratings
  • Remote Working expanded from 3,550 to 5,000 users


*Annual savings compared to previous service

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