NHS Business Services Authority

The NHS Business Services Authority (NHSBSA) plays a vital role in supporting the day-to-day operations of the NHS.

From managing the NHS Pension Scheme to processing payments for primary care services, it handles over £35 billion of NHS spend annually. Its services reach NHS organisations, contractors, patients and the public, making it a cornerstone of healthcare delivery in the UK.

During the COVID-19 pandemic, NHSBSA faced a sharp rise in demand. They needed a case management solution that could be deployed quickly and remotely. It had to be built on a trusted platform, reduce administrative burden, offer robust security, and remain flexible for future needs. The organisation also wanted to improve its Contact Centre and HR Shared Services, which support recruitment, payroll, employee records and advisory services.

The new solution helped NHSBSA free up employee time by automating admin-heavy processes. Staff can now securely access information from anywhere, at any time. The platform’s flexibility means it can be adapted to meet future requirements. As Ian Chippindale, Senior Change Manager at NHSBSA, said:

“We’ve faced a significant increase in demand in a very short period of time during the Covid-19 pandemic, so the speed at which Node4 carried out a completely remote and agile implementation was fantastic.”