Case Study: NHS England improves GP patient record transfers with ThoughtWorks

NHS England cuts GP2GP technical issues 84% with ThoughtWorks

NHS England faced a challenge in optimizing its GP2GP patient record transfer system, a critical service handling 200,000 transfers monthly between General Practitioner practices. The goal was to reduce administrative workloads, accelerate care delivery, and improve patient experiences by making the process more reliable and efficient. To address this, NHS England engaged Thoughtworks to identify opportunities for improvement across the complex system.

Thoughtworks deployed a cross-functional team to conduct research and discovery, which led to the development of an AWS-based dashboard for visualizing system performance. This solution provided GP practices with greater visibility into transfers, allowing them to quickly spot and resolve issues. The partnership resulted in an 84% reduction in technical issues, saving an estimated 432,000 staff hours and £7.2 million annually by drastically reducing the need for manual record transfers.

NHS England