Case Study: East Kent Hospitals University NHS Foundation Trust achieves 25% fewer helpdesk calls and £80,000 annual savings with Imprivata OneSign

East Kent Hospitals University Foundation NHS Trust

East Kent Hospitals University NHS Foundation Trust is a large NHS trust serving East Kent and Medway with more than 7,500 staff across five hospitals and multiple outpatient sites. The organisation struggled with fragmented access to over 86 applications, complex and frequently changing passwords, widespread account duplication and password-related lockouts, which drove roughly 25% of helpdesk calls and hindered clinician productivity and patient care.

To address this, the Trust deployed Imprivata OneSign single sign-on (implemented with reseller BMS), integrating with existing infrastructure and supporting NHS SmartCard authentication. The rollout enrolled over 7,500 users, cut helpdesk calls by 25%, delivered about £80,000 in annual savings, and centralized access reporting—freeing IT staff for strategic work and improving clinician access to systems.

East Kent Hospitals University NHS Foundation Trust

Nicola Ellingham

Project Manager