Case Study: NHS Wales Informatics Service achieves rapid, secure remote GP access to sustain patient care with BeyondTrust Remote Support

Transitioning to Secure Remote Healthcare Services Across Wales

NHS Wales Informatics Service, led by Ian Cox, supports about 15,000 staff (roughly 12,000 in GP practices) serving three million citizens across Wales. When COVID-19 forced rapid remote working, the team faced the urgent challenge of enabling secure, device-agnostic access to clinical systems, integrating with existing service-management tools, and avoiding an eight-week laptop rollout while maintaining quality of care and auditability.

They piloted and then rapidly rolled out BeyondTrust Remote Support, moving from initial conversation to a live practice in days and connecting 308 practices with 1,500 users within two weeks. The solution included multi-factor authentication, integration and reporting support from BeyondTrust’s technical account team, daily usage monitoring, and an extended license—restoring GP access to clinical systems quickly, protecting patient care, and spawning plans to make remote access a permanent capability.

NHS Wales Informatics Service

Ian Cox

Head of Client Services