New GP Out of Hours Provider Making Strides Ahead of October Launch

With 1 October fast approaching, HealthHero Integrated Care - the incoming provider of the GP Out of Hours Service in Shropshire, Telford and Wrekin - is making strong progress during the mobilisation period, with positive early impacts already being felt across the local health and care system.

As part of preparations for the go-live date, HealthHero has begun working closely with West Midlands Ambulance Service (WMAS) and has successfully launched the clinical ambulance validation component of the Care Co-ordination Centre and Single Point of Access (CCCSPA) service, well ahead of schedule.

This early implementation has enabled HealthHero to familiarise themselves with local systems and care pathways, support WMAS by helping manage patient flow, contribute to a smoother patient journey across urgent care, and begin embedding within the local system before service launch.

Since the clinical ambulance validation component of CCCSPA launched on 27 August, where patients are referred into the service from a clinical professional, WMAS has achieved an ambulance conveyance avoidance rate of 64%. This means HealthHero successfully engaged with 100% of patients referred to the service and avoided ambulance dispatch in nearly two-thirds of cases.

HealthHero colleagues are also actively engaging with existing pathway providers to identify opportunities for service improvement - helping to enhance patient care and deliver greater efficiency across the wider healthcare network. Work has begun on a joint roadshow with WMAS to showcase the model of care and clarify which patients are appropriate for conveyance. In parallel, collaboration with care homes with high conveyance rates is also underway.

As part of its wider mobilisation efforts, operational readiness has also taken significant steps forward, including the purchase of a new vehicle fleet, as well as the establishment of local headquarters at Grosvenor House in Telford. These offices will open on Monday 15 September and will work to centralise service coordination and outreach. Recruitment is also well underway, including the onboarding of 80 local GPs, to deliver a responsive, patient-centred out of hours service.

A focus has also been on patient and community engagement, which has included collaboration with local Healthwatch teams and a continued presence at community events to gather direct feedback, build public trust, and ensure services are aligned with local needs from day one.

To keep stakeholders informed, HealthHero has also launched a mobilisation newsletter, offering regular updates on progress. You can view the latest edition here.

For further details, or to connect directly with HealthHero, please contact: uc-communicate@healthhero.com