1 CASE STUDY Outpatient Improvement Programme Background This Integrated Care Trust served a population of over half a million people spanning a number of English counties and employed over 6,000 staff. It offered a variety of acute care services and facilities, including its internationally recognised National Spinal Injuries Centre. Following several previous successful engagements with the Trust, Meridian were tasked with identifying scope for improvement within the Outpatients Department. It was a known issue within the trust that clinic utilisation was low, but internally driven processes and systems had historically been unable to impact upon the levels of performance. With a need to accommodate increasing demand in terms of patient referral

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