New Out of Hours GP Provider Confirmed with Local Care and Patient Safety at Its Core

Following national endorsement by an independent panel, and formal approval from the NHS Shropshire, Telford and Wrekin (NHS STW) Board, the county’s health commissioners can now confirm the GP Out of Hours Service provider for the county will be Medvivo*.

Medvivo (now known as HealthHero Integrated Care) has been approved as the provider following a transparent, fair, and proportionate procurement process, with the service expected to be fully in place by October 2025.

On Tuesday 1 July, NHS STW was formally notified that it could proceed with its original intention to appoint Medvivo/HealthHero by the national Independent Patient Choice and Procurement Panel. The Board for NHS STW then approved the intention to award and preparations for transition to the new service.

Gemma Smith, Director of Commissioning for NHS Shropshire, Telford and Wrekin said:

“From the outset, our priority has been to run a rigorous and fair procurement process to secure a GP Out of Hours Service that delivers the highest quality care and truly reflects the needs of our patients and communities.

“We would like to thank Shropdoc for their many years of dedicated service to the county. As we now prepare for the transition, we look forward to working closely with HealthHero to ensure this change is smooth and well-managed.

“In the coming months, we’ll be sharing more information about what patients and residents can expect from the new service. This will include opportunities for the public to get involved - such as a new local patient panel - and stronger collaboration with key partners across our local health and care system.”

Dr Sue Lavelle, Medical Director for HealthHero Integrated Care said:

“We are delighted to have been awarded the contract to deliver this vital service for the people of Shropshire, Telford and Wrekin. We understand that change can raise concerns, however we want to reassure the public that local bases will remain in place, services will continue to be delivered by local clinicians, and palliative and end-of-life care will be maintained. This is a core part of our commitment.

“Patient safety is our highest priority. Our proven and effective operating model delivers excellent results in the other areas where we work. We are confident that it will offer the same high standards for the people of Shropshire, Telford and Wrekin.

“Medvivo (now known as HealthHero Integrated Care) has been delivering high-quality out of hours care for more than 20 years. Twice rated ‘Outstanding’ by the Care Quality Commission (CQC), we bring with us extensive experience, a deep understanding of integrated care, and a genuine commitment to the communities we serve.

“In the months ahead, we look forward to working closely with the local health system and engaging with residents to build a responsive and trusted out of hours service for the area.”

For more information, please visit the NHS Shropshire, Telford and Wrekin website where you will find an up-to-date Frequently Asked Questions (FAQ) document as well as more information on this piece of work to date.

*Medvivo officially changed its name to HealthHero Integrated Care, part of the HealthHero Group, in June 2025 to align with its parent company's brand. Importantly, while the name has been updated, the company number, legal structure, and financial accounts remain unchanged. In short, it’s a name change only and everything else remains the same.