Spotlight on Layla Ojobaro, Head of Clinical Services

I worked for over 10 years initially for an Integrated Care Board (ICB) and now Xyla (formerly CHS Healthcare) for the last 8 years.

Our team is composed of clinicians and other healthcare professionals from diverse backgrounds, all of whom possess significant experience in various aspects of NHS Continuing Healthcare (CHC), particularly retrospective reviews and appeals led by a Clinical Lead and Head of Clinical Service. This expertise is invaluable in achieving the highest quality standards and robust outcomes for both the ICB and the individuals we assess.

The service is further enhanced by a Contract Manager and a team of Medical Assistants and Contract Coordinators, who also bring a wealth of knowledge and experience in CHC, which are vital to effective service delivery.

As the Head of Clinical Services for retrospective CHC reviews and appeals at Xyla, I find my role incredibly rewarding. Overseeing the delivery of our service and providing daily support and development to the Clinical Team allows me to make a tangible difference in the quality of work we provide. I thrive on being productive for the ICBs we collaborate with, efficiently clearing their backlogs within agreed timescales while maintaining high standards of work.

This role not only challenges me professionally but also gives me immense satisfaction knowing that our efforts directly contribute to individuals finally getting resolutions on CHC eligibility.

ICBs face significant challenges in managing retrospective reviews, including high volumes of claims, resource constraints, complex documentation requirements, and ensuring consistent decision-making.

At Xyla, we alleviate these pressures with our dedicated team of highly skilled professionals who streamline the process, ensuring efficient and accurate handling of all claims. Our expertise allows ICBs to focus on their core responsibilities while we manage the complexities of retrospective reviews.

Our goal is to provide all ICBs with a comprehensive service for CHC retrospective reviews and appeals, from request to outcome letter. This ensures each case is handled promptly and resolutions are reached within reasonable timescales. Our highly skilled and efficient team consistently delivers high-quality reviews and appeals, reflecting our commitment to excellence.

We prioritise keeping individuals and their representatives well-informed and involved throughout the process. By responding quickly to requests for reviews and putting the individual at the forefront by conducting person-centred reviews, we minimise complaints and challenges to decision-making.