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Improving Continuing Healthcare assessment capacity through a flexible NHS partnership
An ICB based in the Southeast partnered with Xyla to deliver a large-scale Continuing Healthcare review and assessment programme. The service was designed to increase assessment capacity, improve consistency and support timely decision making across a complex caseload.
450
CHC and FNC reviews completed
350
Initial target reviews exceeded
34
multidisciplinary team assessments delivered
9%
conversion rate to full CHC assessments
The Challenge
The ICB faced significant pressure to complete a high volume of CHC reviews within tight timeframes. Existing processes were often delayed by incomplete information from providers, limited engagement and complex coordination across stakeholders.
This created delays, increased administrative duties and limited the ability to progress cases.
At the same time, variation in local authority processes and high cancellation rates added further complexity, making it difficult to maintain momentum and quickly deliver outcomes.
Why Xyla
Xyla was selected for our proven ability to rapidly mobilise clinical resource and deliver high quality assessment services flexibly and at scale. A specialist team brought deep expertise in CHC, strong governance processes and a collaborative approach that aligned closely with NHS priorities.
The solution
Xyla worked closely with the ICB to design a more effective and streamlined assessment pathway. Following early review, the team identified that the existing approach was limiting progress. In response, Xyla introduced a revised model that prioritised full clinical reviews.
This shift enabled clinicians to gather robust, reliable evidence and make informed recommendations without unnecessary delays. The team also strengthened engagement with next of kin across all cases, improving communication and ensuring a more holistic understanding of patient needs.
To address operational challenges, Xyla implemented structured booking processes, proactive follow ups and clear documentation standards. Internal quality assurance ensured every review met clinical and governance requirements before submission.
As the programme progressed, the service was continuously refined. Weekly meetings with the ICB supported alignment on decision making, while process improvements helped reduce bottlenecks and maintain delivery pace across the full caseload.
The impact
Xyla successfully delivered 450 reviews, exceeding the original target of 350 and significantly increasing available capacity. This enabled the ICB to reduce backlog pressures and progress cases more efficiently across a large and complex caseload.
By moving to a full review model, clinicians were able to make clearer, evidence-based recommendations more quickly. A total of 34 multidisciplinary team assessments were completed, with a 9% conversion rate reflecting more accurate and appropriate escalation.
Robust clinical review and quality assurance processes are a key strength of the model, ensuring every decision is well‑evidenced, consistent, and aligned with the National Frameworks. This approach consistently delivers high‑quality results, with 98% acceptance on first submission to ICBs, demonstrating both the reliability and credibility of our clinical recommendations.
Enhanced communication with care providers and next of kin improved the quality of information gathered, particularly across the 76% of cases based in care homes. Streamlined processes and proactive management helped manage a 16% cancellation rate while maintaining delivery momentum, reducing administrative burden and improving coordination across organisations.
Looking for support with CHC?
If you are seeking to increase Continuing Healthcare assessment capacity, improve consistency or reduce backlog pressures, Xyla can help. Our flexible, clinically led approach is designed to deliver high quality outcomes at pace while supporting your wider system priorities. Get in touch to explore how we can support your service.
assessments@xylaservices.com
0161 238 7485
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