Case Study: Pennine Care

Pennine Care NHS Foundation Trust provides mental health and specialist drug and alcohol services to a population of almost 1.2 million. Having been established in 2008 as the 100th NHS Foundation Trust, on the strength of excellent performance and robust plans for future development, Pennine Care sets a standard of excellence within the NHS.

In fact, fittingly, Pennine Care was rated ‘Excellent’ by the Healthcare Commission in its Annual Health check for both its ‘Quality of Services’ and its ‘Use of Resources’ in 2009. This rating by the health watchdog for England places the Trust amongst the highest performers in the country.

Against this backdrop, and as part of this quest for excellence, the Trust has also taken giant steps forward with its IT service operations, becoming the 44th Trust to receive National Accreditation, supported by Sunrise’s service management solution Sostenuto.

Pennine Care’s ICT team is responsible for supporting five hospital sites and fifty four clinics spread over 200 square miles. It has acquired a reputation as a proactive, ‘can do’ department, reaping yearly nominations for Trust awards.

The Accreditation process requires ICT departments to demonstrate strategic alignment to the business and the right technology tools to achieve their goals. Technical Support Manager Jiten Patel describes how the team decided to pull out all the stops to tackle the complex process involved in achieving National Accreditation: “We could have carried on as we were, but decided instead to bite the bullet. Everyone in the department was given notice that sweeping process changes were going to take place.”

Jiten explains that Sunrise was chosen because other solutions were above budget and didn’t provide the same level of functionality. “When Sunrise was demonstrated to us,” he says, “it just looked the part. It was flexible enough to fit our needs as well as being ITIL® compliant out of the box, and it came in within budget. The Sunrise business consultants were outstanding; they sat down with us and listened to our requirements. Then it was a case of: ‘this is what you want to do’ and ‘this is how you can do it in Sunrise’‟.

Read the full story on how Pennine Care took on ITIL adoption (pdf).

Key Info

Established in

2008

Providing services to

1.2 million people

Hospitals & clinics

59

SLA performance grown to

97%