Our strategy
We seek to improve the health and wellbeing of people across the UK and in Ireland by helping to tackle the biggest challenges facing healthcare today. Our focus is on the delivery of efficient, responsive healthcare and wellbeing services that reduce reliance on the healthcare sector, ensure access to high quality care and increase access to wellbeing services in the workplace.
Our approach is underpinned by five strategic pillars:
- Deliver services and solutions which improve healthcare across the UK and in Ireland
- Become a partner of choice in healthcare through a focus on quality, safety and efficiency
- Ensure our operations are efficient and sustainable, adding value for commissioners and shareholders alike
- Invest in our current and future workforce to become a great place to work and an employer of choice
- Identify opportunities to grow both organically and through acquisition
Our strategic pillars
- Deliver urgent care services to help tackle increased demand in urgent care.
- Create additional capacity for healthcare commissioners and hospitals to support with the reduction of waiting lists.
- Respond to the new emerging markets such as mental health, wellness and self-care and physical health to reduce future reliance on healthcare services.
- Build strong, long-term relationships through a reputation for delivering accessible, quality services which are resilient and able to respond to changes in demand.
- Maintain “Good” or “Outstanding” CQC rating for all registered services and achieve good patient feedback.
- Keep patients and customers at the heart of all our decision making.
- Effective floor-to-Board governance reporting system with an embedded learning culture.
- Focus on continuous improvement and commercial management to maximise value for customers and shareholders alike.
- Exploit the unique position of supporting both healthcare commissioners and corporate customers.
- Champion sustainability across all our services and operations.
- Introduce effective systems and processes to drive efficiencies.
- Become an employer of choice within the healthcare sector by taking a total reward approach, enhancing our benefit position, and offering competitive remuneration and hybrid/flexible working where possible.
- Increase our substantive employee base, reducing reliance on agency staff.
- Help build the next-generation healthcare workforce by training NHS clinicians within Totally’s services.
- Seek out sensible opportunities for acquisition which expand or enhance our proposition and enhance earnings for shareholders.
- Ensure buy and build activity is not limited to the services currently provided and remain open to emerging market opportunities.
- Invest in existing operations and new business development to facilitate organic growth when market potential justifies.
Delivering our strategy
Mobilisation on NHS England’s SVCC model
We are the first and only provider to have fully mobilised NHS England’s new, flexible platform for delivering NHS 111 services. The Single Virtual Contact Centre (“SVCC”) solution has been adopted alongside a new contract for the delivery of NHS 111 resilience services on behalf of NHS England. The successful, full, mobilisation on the SVCC platform also enables the mobilisation of new, additional contracts for the delivery of NHS 111 services to be undertaken at the click of a button, strengthening Totally’s position when tendering for additional NHS 111 contracts.
Enhancing our corporate wellbeing offering
Energy Fitness Professionals agreed a new licencing agreement with Les Mills in March 2023 to enhance its digital offering. The agreement provides access to digital classes for all EFP gym members.
This addition, available via EFP’s app, provides additional services for customers with hybrid or work from home colleagues and enhances EFPs already successful offering.
New opportunities to support with the reduction of waiting lists in Wales
Pioneer Healthcare successfully tendered to be included on a key framework agreement with NHS Wales for the delivery of insourcing services in the region. The framework agreement enables rapid procurement for insourcing services over a period of four years with an option to extend for up to a further four years, subject to Welsh government approval.
This new and important framework agreement reflects increased demand from health boards for support which creates additional capacity clinical, surgical and diagnostics procedures for a broad range of specialities including dermatology, ear nose and throat (“ENT”), endoscopy (including cystoscopy) and urology.
Developing the next generation of doctors
We support a vocational Postgraduate Doctors in Training programme which helps develop new doctors through training around 90 trainees each year. The course is a key building block in their GP training and offers exposure to Totally’s healthcare services, providing invaluable hands-on experience.
As part of the programme, the doctors are taken through an extensive induction, giving them in-depth knowledge of a range of healthcare services provided by Totally, including urgent care and out of hours services. The trainees are then given the opportunity to utilise their knowledge during a four-hour amber shift, supervised by an accredited general practitioner, who works directly with the graduate under remote supervision to enable them to fully experience the services that Totally provides.