NHS 24 Service Delivery - Developing a Target Operating Model (TOM)
Client
NHS 24
Location
Nationwide in Scotland
Year
June 2025 - Ongoing
Supporting the development of a Target Operating Model for NHS 24s Service Delivery Team, encompassing Core NHS 11 services as well as reviewing the network of Mental Health Services in NHS24.
The Target Operating Model (TOM) is a strategic framework to define how people, processes, and performance should align to deliver safe, timely, and appropriate outcomes.
Target Operating Model
The work was delivered in three phases: diagnostic analysis to understand the current state; co-design workshops to define purpose, vision, and design principles; and iterative development of the TOM framework itself. Staff personas, leadership engagement, and scenario modelling were used to ensure the model was grounded in operational reality and shaped by those delivering the service.
People Dimension
The TOM proposes a reshaped organisational profile that better reflects the current and future needs of the service.
Process Dimension
Process changes are designed to reduce duplication, improve consistency, and support a more agile and scalable model of care.
Performance Dimension
A refreshed performance framework that aligns with the organisation’s purpose and user expectations and need for robust accountability.
Looking ahead...
The next phase of work will focus on realising the TOM through the development of a high level Implementation Roadmap to guide NHS 24’s Service Delivery function through the transition from current state to TOM delivery. This roadmap will include key milestones, enablers, and change management considerations.