Improving Service Delivery with Operational Platforms

PHL Synaptik delivers outsourced clinical services to NHS trusts across the UK, helping reduce waiting lists and improve patient outcomes. However, their operational processes were being managed through spreadsheets, emails, and disconnected tools - making it difficult to coordinate services at scale, maintain real-time oversight, or respond quickly to changes.

As demand grew, the lack of a unified system created friction across quoting, mobilisation, scheduling, delivery tracking, and performance reporting. PHL needed a purpose-built operational platform that could centralise data, streamline workflows, and support consistent, high-quality service delivery nationwide.

We built a bespoke operational platform designed around the full lifecycle of PHL’s insourced healthcare services. The system handles everything from quote generation and service scoping to booking, clinical team allocation, delivery tracking, and automated performance reporting.

Cloud-based and accessible to remote teams, the platform provides real-time visibility of all planned and active services, replacing spreadsheets with structured workflows tailored to PHL’s operating model. Integrated approvals, proposal generation, and activity monitoring ensure clear communication with partner organisations, while giving internal teams the tools to mobilise quickly and manage resources with accuracy.

The platform has transformed the way PHL manages its national service delivery. Operations are now faster, more consistent, and highly transparent, with teams gaining immediate access to up-to-date information wherever they are working. Mobilisation times have dropped, service quality is more predictable, and capacity planning is significantly improved.

With a unified, scalable system at the centre of its operations, PHL can now deliver more services to more providers with less effort - supporting NHS trusts in bringing down waiting times and improving care outcomes across the UK.