Multi-disciplinary Community Service
Community therapy services were operating with inconsistent delivery models, variation in workforce utilisation and differing approaches to caseload management across localities and teams. Service leaders had limited visibility of productivity, clinical capacity and operational variation, making it difficult to objectively assess performance or identify opportunities to improve access and sustainability.
Differences in staffing structures, allocation practices and clinical pathways had developed over time, resulting in inconsistent service delivery and variable patient throughput across therapy teams. Existing reporting focused largely on aggregate activity volumes and lacked the operational detail required to support workforce optimisation and service redesign.
Benson Health integrated workforce, activity, referral and caseload data into a standardised community operational model covering therapy services across the organisation. The programme analysed productivity, staffing utilisation, referral flow, caseload complexity and variation between teams to identify opportunities for standardisation and improved workforce allocation.
Operational benchmarking was used to compare delivery models, clinical capacity and workforce utilisation across localities and disciplines. Scenario modelling supported the development of more consistent staffing assumptions, clearer operational metrics and improved understanding of service demand and throughput.
The programme supported the development of a more sustainable and consistent therapy service model aligned to operational demand and workforce capacity. Service leaders gained a clearer understanding of variation across teams and improved ability to support workforce planning, productivity improvement and service redesign across community therapy services.
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