Katharine House Hospice worked with us to implement SystmOne as its single Electronic Patient Record (EPR), replacing fragmented systems and paper processes with one integrated platform. The new system delivers greater efficiency, stronger data security, and better reporting, while connecting seamlessly with wider healthcare partners. With high staff engagement from start to finish, the shared record is already improving patient safety and supporting truly person-centred care.
Aims/Objectives
The project set out to:
Implement SystmOne as a modern, compliant single patient record across the hospice.
Strengthen reporting for both internal teams and external partners.
Ensure full compliance with GDPR, the DSP Toolkit, and Cyber Essentials.
Enable integration with Graphnet and digital ReSPECT forms.
Improve efficiency by reducing duplication and paperwork.
Provide real-time access to patient information for all relevant staff.
Establish a scalable platform to support future growth and development.
What did we do?
Key actions included:
Established clear project governance with defined roles (Executive Lead, Clinical Lead, Project Team, and vendor support).
Delivered IT configuration, smart card access, and asset management.
Carried out service journey mapping and shadowing to align clinical and administrative processes.
Built and tested SystmOne using our Next Gen Resources, with iterative amendments based on staff feedback.
Create a new suite of Hospice at Home and Lymphodema resources.
Migrated legacy data on schedule. Delivered staff training sessions, with role-specific tailoring planned for future phases.
Achieved an earlier than planned Go Live date (a month early).
Post-deployment, progressed discussions on Brigid App, EPMA and digital ReSPECT integration.
What was the context/background?
Prior to implementation, teams faced limitations with paper records and existing digital solutions, including Crosscare system crashes and inefficiencies in community service access. Staff required a modern, cloud-based EPR with reliable remote access, improved reporting capability, and alignment with wider NHS systems.
How was it organised and who was involved?
Project Team with a project manager from the hospice, Exec Lead and Clinical Lead, OPSO provided the project documentation, plan and delivery, co-ordination and data migration were completed by KHH.Clinical and admin teams engaged throughout shadowing, workshops, and testing.Service leads input to design changes and some new service specific templates and led on adoption.Opso were the implementation partner from initial discovery through to Go Live and post project support.IT supported compliance, security, and integration.
What resources did you need?
To deliver the project, the hospice drew on a combination of technical tools, clinical expertise, and specialist support. SystmOne provided the core EPR platform, backed by project management systems to track governance, planning, and risk. Community teams were equipped with smart cards, asset management, and VPN access, while clinical leads helped shape processes and review resources. Staff received tailored training and materials, supported by ongoing technical input for change control, reporting, and future developments. Crucially, the implementation was underpinned by Optimised Solution’s Next Gen SystmOne resources and expertise, ensuring a smooth transition and a scalable foundation for the future.
Lessons Learned & Recommendations
Strong leadership within services was a key success factor.
IPU and Hospice at Home leads gave timely feedback, provided in-house training, and prepared teams well, reducing post-Go Live issues. PCNS leads embraced new ways of working and supported the introduction of new suite of nursing resources. The PPT team worked collaboratively and enthusiastically, highlighting improvements during design.
Data migration was lighter but effective.
No clinical minimum datasets were migrated, which shortened the transition. Some teams worked their way through their caseloads after go live to enter comprehensive updates. This caused no noticeable issues in IPU or with medics and avoided complexity.
Champions evolved naturally.
Formal champion roles were mixed in effectiveness due to availability. In practice, peer-to-peer support during Go Live created natural champions, which boosted confidence and skills in teams.
Training design could be changed where budget allows
Sessions were team-focused but not always role-specific. Additional Role-tailored training would improve efficiency and relevance.
Positive culture of responsiveness.
Clinical teams adapted quickly and supported one another, while the OPSO team responded flexibly to feedback, delivering improvements such as the smart Emergency Care Plan.
Testimonial
“The introduction of priority information and holistic noting within SystmOne has transformed how we deliver care at Katharine House Hospice. Our teams can now access and record patient information in a clear, consistent way, which not only enhances safety but also ensures we capture the full picture of each person’s needs and preferences. This has made a tangible difference in enabling us to provide truly person-centred care.
I’ve been through several system implementations during my career, and this was by far the smoothest. The support and clarity provided throughout the process meant our staff felt confident from day one, which has translated into improved quality of care and efficiency for our patients and their families.”
David Fletcher Director of Care