Improving temporary and substantive staffing through integrated workforce tools at Maidstone and Tunbridge Wells NHS Trust

The Challenge

Before partnering with Patchwork Health, Maidstone and Tunbridge Wells NHS Trust faced mounting challenges in medical workforce management, including:

• Last-minute rota gaps: A lack of rostering visibility led to frequent over-reliance on costly agency staff to fill gaps in critical areas.
• Fragmented processes: Workforce teams struggled with inefficiencies and frustrations caused by manual, disconnected systems.
• High costs and low satisfaction: Temporary staffing spend was rising, and clinicians expressed dissatisfaction due to time-consuming workforce processes and use of multiple disconnected systems.

To address these issues, the Trust sought a solution that would both optimise rostering and support temporary staffing management in one integrated system.

The Solution

Patchwork Health was chosen to address these challenges due to their proven ability to meet the Trust’s needs by:

• Enabling transparent and flexible rota planning for both medical workforce teams and clinicians.
• Utilising the substantive workforce more effectively with a sophisticated rostering and temporary staffing system.
• Providing data-driven insights to help decision-makers address rota inefficiencies and control temporary staffing costs.
• Delivering an app-based system that empowers clinicians to check rotas, book leave, and plan their schedules conveniently, all from the ease of their phone.

Implementation highlights

The solution is being adopted in a phased approach, while still ensuring the roll-out delivers immediate, impactful results as individual departments go live. The project so far has delivered:

• Rapid mobilisation of Rota pilot: the initial launch of Patchwork Rota went live across a number of departments within three weeks, ahead of the August 2023 rotation, giving resident doctors the required six-week advance notice of their upcoming rosters. Since then, more departments have gone live with the rostering system, and Patchwork Bank has also been implemented to provide seamless temporary staffing management and greater flexibility for medical professionals seeking additional locum work. The phased rollout of the integrated system has achieved the following results to date [Aug 2025]:
  • 755 doctors (residents and consultants) rostered
  • 85 rosters published across 16 departments
  • 51 admins trained to use the system effectively, supported by on-site clinical engagement

Results & impact

Since adopting Patchwork’s integrated solution in 2023, the Trust has transformed medical workforce management:

Enhanced visibility & control

86% of annual leave requests are made more than one week in advance, with over two thirds (67%) submitted more than seven weeks in advance – enabling far better planning, and providing greater visibility of upcoming worker availability for rota coordinators.

Significant cost savings

From February 2023 – August 2025, the Trust has filled over 240,000 shift hours via Patchwork Bank, excluding retrospective bookings. Not only has this helped maintain safe staffing levels by reducing vacancies, but the Trust has also reduced agency reliance as a result. Compared to the Trust’s previous temporary staffing expenditure before the implementation of Patchwork Bank, £565,060 in workforce spend has been saved so far in the partnership, through increased bank utilisation and a subsequent reduction in agency reliance.

Improved clinician satisfaction

Substantive clinicians report higher job satisfaction thanks to greater flexibility and enhanced roster transparency, contributing to improved retention and overall well-being. For bank workers, access to a mobile app has streamlined the locum working process, making it easier to view and book available shifts at a glance. The app also provides seamless communication pathways with coordinators and managers, ensuring the system is truly fit for purpose for clinicians in 2025.

Why it worked

The success of the project was underpinned by:

• Collaboration: With an implementation team working closely with the Trust, the solution was configured and rolled out quickly but carefully. The teams worked together to ensure the rollout was smooth for clinicians and managers alike, reducing disruption to day-to-day service delivery. This close communication with staff ensured widespread adoption of the system.
• The tech: The integration of rostering and temporary staffing has enabled the Trust to streamline processes and gain tighter control over workforce deployment. With less time spent on admin, the Trust’s teams can focus on higher-value tasks.
• Data-driven insights: Accessible data empowers managers to make proactive decisions, driving efficiency across the workforce. Patchwork Insights provides the Trust with data they previously didn’t have access to, enabling teams to uncover workforce trends and variations between departments. This information is now being utilised to identify problem areas and drive improvements – for example, regulating pay rate escalations across departments and reducing reliance on agency staff in high-use areas.

Conclusion

By embracing an integrated approach to workforce management, Maidstone and Tunbridge Wells NHS Trust has shown how technology can make a real difference to workforce outcomes. Their commitment to improving staff wellbeing, controlling costs, and prioritising patient care sets a great example. It’s proof that when teams are supported with the right tools and systems, everyone benefits – from the frontline staff to the patients they care for. Integration is not just a buzzword, it’s a necessity for NHS organisations in 2025.