Our transformational services

Capita's proven business transformation and change (BTC) methodology has been successfully used in healthcare to tackle complex changes. 

Our approach applies whole-system thinking to manage transformational change across organisational boundaries.

Our BTC approach uses a set of specialist tools, methods and controls to deliver the entire transformation journey - identifying and planning the change, transforming the services and realising the benefits.

Commissioners are facing challenges in delivering high-quality, patient-centred care. Our BTC approach can help commissioners address these challenges. Some of our specific areas of expertise include:

  • Health and social care integration - Capita works with 98% of local authorities and is uniquely placed to facilitate greater collaborative working between health organisations and local government.
  • Long-term and complex care pathway redesign- we use the science of human behaviour and patient-centred design to encourage and enable people to take control of their long-term and complex care needs.

Our experience has pointed to six key areas to ensure that complex transformations are delivered successfully.

1. Engaging all stakeholders to understand their needs and agree a joint vision and set of outcomes.

2. Placing the person at the centre of the approach to care.

3.  Baselining the current change initiatives and assessing change readiness.

4. Designing a future operating model that spans the organisations involved in patient health, and leveraging:

a. Insight - deploying enhanced analytics to inform future care decisions and service planning.

b. Technology & information - securely sharing information, and using web tools and apps to enable individuals to manage their own health and interact more easily with service providers.

c. People & organisation - enhancing roles, improving skills and empowering staff.

d. Process - designing joined-up care pathways, eliminating duplication, building focus on prevention and early detection, delivering the right treatment in the right place.

5. Realising benefits through a comprehensive benefits management framework, linked to robust business cases.

6. Embedding the new processes and capabilities, enabling staff to deliver.