"Our overall aim was to improve the accuracy and timeliness of clinical correspondence, whilst also having a better distribution of skills amongst the wider administrative team. As a predominantly mental health trust, the majority of our clinics are in the field. We were struggling with the reliability of our previous …

"From an administrative perspective, there was the hope that creating a centralised model supported by appropriate technology would give us greater visibility of workload and enable us to cross cover when needed. Having a pool of shared resource would also mean that we would have the right person doing the …