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Supporting a North-East NHS system through patient flow challenges

Published 28 March, 2024


Following mounting pressures from patient flow and staffing challenges, and supported by a recommendation from a neighbouring trust, a North East NHS Trust commissioned Xyla to provide support in discharging their patients in a safe and timely manner. 

The scheme began in January 2018 with Xyla providing much needed support via a year-long initial contract, which was subsequently extended and grew in size over the following years due to the positive impact of our approach. 

Our approach

During this scheme we supported self-funded, social services and CHC funded (FNC or fast track) patients who were due to be discharged from the hospital into 24-hour care within residential or nursing care homes. We also facilitated the discharge for those who required specialised placements in settings which were tailored for those with criminal backgrounds, learning disabilities and mental health needs.  

This is achieved through expert, extra clinical resource that we are able to bring to the scheme, in order to manage patients more efficiently. The scheme has also provided an opportunity to build exceptionally strong relationships with local care providers, who support us with regular updates on bed availability. These providers work collaboratively with Xyla to achieve timely discharges into the right placement of care. Due to pressures throughout the winter period, we are supporting the Council with hospital and community placements with our ‘Winter Support Service’ as an addition to the current Hospital Discharge Service to help get through the difficult winter months. 


During this scheme, Xyla has operated a 7-day service, with additional resource supporting at weekends. This has delivered huge added value to the scheme enabling the discharge of more patients than a ‘normal working week’ would usually support.

Although the Xyla team dealt with many referrals, some being complex cases, the team were able to deliver a median of 2.9 days from point of referral to home chosen – overachieving our set KPI of 5 days.

The Xyla team also supported patients and their families by providing a valuable and personal service that offers expert advice and reassurance during what is often a distressing time.

The team understood that the families may have specific requirements that are needed for their loved ones, so a huge amount of effort was put in place from the point of referral through to the placement of the patient.

Within a 3 month period (April-June 2022) a total of 9,330 actions were carried out by us to ensure a safe and efficient discharge.

Such action might be the inputting and uploading of the referral onto our system, or calls/emails liaising with a next of kin, setting up and participating in discussions with social workers, ward staff or the discharge team, or actively arranging the placement with the care home.


“Xyla were very prompt in contact after referral and then again with following up with information on care homes and securing a placement. All within 48hrs.”

– June 2022

“This service was unexpected as I thought I had to arrange care for my mother myself. The service is excellent, very prompt updates and quickly arranged. Our family are very grateful for your help.”

– June 2022 

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Xyla is a trading name of ICS Operations Ltd (Registered No 4793945), Pulse Healthcare Limited (Registered No 3156103), Carehome Selection Limited (Registered No 3091598), Independent Clinical Services Limited (Registered No 4768329) and CHS Healthcare Software Limited (Registered No 11582111)