WINNER: Hertfordshire Community Trust – East & North Referral Hub Customer Service Transformation

Admin staff at the trust were the least engaged and motivated staff group, with limited development opportunities and inconsistencies in how different teams did their work.

Bringing them together in a referral hub has led to a more engaged workforce with induction plans, the opportunity to study through an apprenticeship, and a more standardised approach.

The team now deal with more phone calls and referrals than before but offer an efficient service to patients, and help ensure rapid clinical triage of cases.

Appropriate referrals are handed over to the locality teams swiftly with all required information. The trust has benefitted from cost savings of £87,000 a year. 

Read a detailed case study on this project on HSJ Solutions.


City and Hackney Clinical Commissioning Group, East London Foundation Trust, City and Hackney GP Confederation, Core Sport and Clinical Effectiveness Group – An Alliance Model for Primary Care SMI Physical Health


Barnet, Enfield and Haringey Mental Health Trust – Care Homes Assessment Team (CHAT): Improving the lives and deaths of care home residents

Buckinghamshire Healthcare Trust – From Community Hospitals to Community Hubs

Hertfordshire Partnership University Foundation Trust – Care Home Support Service

Hillingdon Health and Care Partners: Central and North West London Foundtion Trust, The Confederation Hillingdon CIC, The Hillingdon Hospital Foundation Trust, Hillingdon 4 All and Hillingdon CCG – HHCP Care Connection Team: Integrated primary and community care team

Ipswich and East Suffolk CCG and East Suffolk and North Essex Foundation Trust – REACT – Creating an Integrated Admission Avoidance Hub for Ipswich and East Suffolk

Lewisham and Greenwich Trust – University Hospital Lewisham: Community Acute Rapid Response Service (CARRS)

Portsmouth Hospitals Trust – Modern Innovative Solutions to Improve Outcomes in Asthma, Breathlessness and COPD (MISSION ABC)

Southern Health Foundation Trust – West Hampshire Improving Shared Diabetes Outcome Measures (WISDOM)