Use Case

Balancing Demand and Capacity in Public Health Nursing (0–19)

Ensure mandated contacts are delivered while increasing capacity for targeted support.

PHN services were under pressure from rising safeguarding demand and increasing complexity, while still needing to deliver universal contacts consistently.

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The Scenario

A 0–19 service was struggling to maintain performance against mandated contacts while also responding to growing safeguarding and vulnerability workload. Delivery models varied significantly across teams, and there was limited visibility of how time was actually being spent.

The Challenge

Imbalance between universal and targeted work, inconsistent delivery models, and no clear link between demand and workforce capacity.

Our Approach

Benson modelled activity, contacts and workforce allocation to understand how time was being used and how delivery could be rebalanced.

What We Did

1. Contact Analysis

Measured delivery of mandated contacts vs actual activity.

2. Workforce Mapping

Assessed allocation of staff time across universal and targeted work.

3. Delivery Redesign

Modelled alternative delivery structures to improve balance.

Outcomes

Improved delivery of mandated contacts
Increased capacity for safeguarding and targeted work
Reduced variation across teams
Clear, sustainable delivery model aligned to demand

Apply this approach to your service

Balance demand, workforce and delivery in a structured, evidence-based way.

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