Service Transformation for the NHS


This interactive workshop is designed for members of NHS teams. If you are involved in a service transformation activity, this workshop will give you all the tools and techniques necessary to be a fully participating and productive team member. The workshop includes working across organisations within your local health economy.

It clarifies misconceptions about service line management and improvement, gives practical hands-on training on how to map and how to work with the diverse range of individuals and groups that make a service line effective. Improve the service experience for patients, reduce staff stress, simplify daily work.

A key technique in Service Line Management supported by NHS Improvement (Monitor)


  • enrich the staff member daily experience
  • learn how to map and verify what is truly happeneing
  • understand simple techniques to measure service line capability
  • make better budget decisions based on how work actually flows
  • improve the patient experience
  • basic risk assessment and mitigation of making change happen
  • receive on-going coaching if required
  • instill the attributes and traits of peak performance in the delegates

  • a quick pre workshop questionnaire for the participants
  • interactive, problem-solving style workshop
  • some role modelling and peer-to-peer practice
  • brief lecture, learning by example
  • lots of practical examples and time to practice
  • led by a serially successful transformation executive
  • strong personal development through interactions with the facilitator and other delegates

Service Line Mapping and Patient Pathways are techniques that have delivered substantial improvements to safety, efficiency, patient experience and staff engagement in many NHS settings while cutting the cost of delivery at the same time. These techniques should be applied constantly to improve and maintain service lines and when this is done, it shows that improved quality actually reduces cost.

We define the terms and basic building blocks of service line mapping and dispel myths that are commonly held views but not very helpful. The facilitator will deliver plenty of examples where delegates can practice the techniques, especially eliciting the right information from participants in the process. Very often the effectiveness of a service line team hinges on the ability of the team members to obtain the right information and that has more to do with the way they involve people who deliver part of the service line.

There is a section on risk and on simple measurements. Any change needs to reviewed by all concerned parties and simple tests need to be designed to prove the effectiveness and safety of a new solution. The facilitator will introduce the concept that the service line map is not just for project work, but a key tool for everyday management of the service line activities.

Throughout the workshop, participants receive tools to help on their mapping and improvement journey, and there is plenty of time to practice them. This programme is supported by a number of online tools that are available to participants following the workshop, including the ability to contact the facilitator for guidance after the workshop ends. A great management and staff development opportunity.

Modules include:
  • introduction to the programme
  • definition and myths
  • service line performance today, and where we’ve been
  • people techniques that make it all work
  • better definition in outcome specifications
  • idea verification fundamentals in context
  • improvement planning and decision making
  • putting it all together
  • capacity and output quality tools
  • risk assessment tools
  • staying on track
  • on-going support