Wansbeck PCN

Digital & Transformation Support

Introduction

Wansbeck PCN partnered with Redmoor Health to enhance patient access, streamline workflows, and drive digital adoption across its network.

As part of our Digital & Transformation Managed Service, we worked closely with practices to embed Modern General Practice Access principles, ensuring a more efficient and accessible experience for both staff and patients.

The programme ran from June 2023 to February 2025.

Challenges

Wansbeck PCN are committed to digital transformation, however they faced several challenges. Digital adoption varied across practices, with inconsistent use of triage systems and low NHS App engagement. Outdated telephony systems created barriers to access, while concerns around digital exclusion meant some patients were struggling to navigate online services. Workforce capacity was also stretched, making it difficult for staff to implement change while managing day-to-day pressures. The PCN needed structured support to embed digital solutions effectively.

The Redmoor Solution

As the PCN’s Digital & Transformation Lead, we provided a hands-on, structured approach to transformation, working closely with PCN leaders and practice teams. Our work focused on:

  • Enhancing patient access through Total Triage, improving call handling, and refining workflows.
  • Guiding the PCN through cloud-based telephony procurement, providing independent advice, organising supplier demos and supporting implementation.
  • Delivering interactive workshops and 1:1 staff training, equipping staff with the skills and confidence to implement digital solutions effectively.
  • Promoting the NHS App through targeted patient engagement and social media campaigns.
  • Optimising practice websites and social media presence, making it easier for patients to find information and access services.

By embedding digital-first principles while ensuring no patient was left behind, Redmoor helped Wansbeck PCN implement sustainable, patient-centred improvements.

Impact

The collaborative effort between the PCN and Redmoor delivered measurable results.

  • Online consultations increased by 300%, reducing administrative pressures.
  • 100% of practices adopted Total Triage, improving patient flow and accessibility.
  • 7% increase in NHS App registrations through promotional efforts.
  • 300% rise in online consultations, reflecting digital-first care.
  • Secured 100% CAIP funding, ensuring continued investment in digital transformation.
  • Our fully managed social media service helped Wansbeck PCN reach over 2,200 patients online, improving engagement and awareness of digital services.

Wansbeck is also the top PCN in the North East and North Cumbria ICB, for NHS App prescription ordering.

Key Learning

Wansbeck PCN’s journey highlights the importance of ongoing staff training, clear patient communication, and a structured approach to digital transformation. By taking a practical, hands-on approach, practices can embed digital change in a way that truly helps both staff and patients.

With a strong foundation now in place, Wansbeck PCN is well-positioned to continue improving access, streamlining workflows, and using digital tools to deliver better patient outcomes.

”We do not have a Digital Transformation Lead in place and felt as a PCN, we required additional support regarding our digital awareness and ensuring we were maximising the utilisation of any digital tools to support the 4 practices within our PCN and assisting us in the compliance of improvement initiatives.

The support provided was through regular catch up's with myself to discuss any issues or areas of improvement identified.
Redmoor also provided a number of face-to-face workshops with each practice, spending time at first to understand the needs of each practice beforehand.

I also attended a Digital workshop in Leeds in 2024 which was very useful to see how other networks were working and utilising their digital data.
Redmoor have given us consistent support, always exceptionally friendly and professional and thoroughly knowledgeable of the requirements of primary care and the ever-changing requirements of digital demands on our service and care.

Sally FoxPCN Manager, Wansbeck

Whether it is by training and helping you use and embed technology, showcasing the great work you are doing, or helping you learn from experiences we have been part of elsewhere. Contact us to see how we can transform your digital practice.