NHSD - Workforce Planning

NHS Direct (NHSD) is at the forefront of 24-hour health care, delivering telephone and e-health information services day and night direct to the public.  Over two million people now access NHSD every month.

The Accord Partnership was commissioned to develop and define core workforce planning (WFP) processes for forecasting, capacity planning, schedule production and schedule management in support of NHSD's virtual contact centre environment.

The Accord Partnership developed tools and models for the creation of twelve-month rolling demand forecasts and capacity plans aligned to NHSD's recruitment processes and timescales.  It also provided practical assistance to the roll out of the new scheduling environment across the midlands and northern regions.

The project was delivered to time, quality and within budget.  A range of feedback mechanisms revealed that 93% of responders were positive about The Accord Partnership's contribution because it was perceived to be objective, neutral and able to offer external best practice.  In addition, the fact that the firm had already gained a reputation for quality of delivery in NHSD led to greater trust and acceptance of the project internally.