East and North Hertfordshire Teaching NHS Trust futureproofs with CaseworkER
The HR Team at East and North Hertfordshire Teaching NHS Trust needed a new HR case management system due to their previous system not evolving in line with the team’s needs and saw first hand the innovative abilities of CaseworkER.
Project Highlights
- 6,800 staff population across five sites
- Managing on average of 70 HR cases per month
- Need for innovative case management system to respond to user need
- Conformity Software CaseworkER platform goes live within three weeks
Overview
East and North Hertfordshire Teaching NHS Trust is a multi-site teaching trust based in the East of England. Employing 6,800 staff and serving a population of 600,000, the Trust’s vision is ‘to provide consistently outstanding care and exemplary service’ to the community it serves.
The Trust recently gained teaching status in April 2025, reflecting its ongoing commitment to teaching, training and education whilst working with the University of Hertfordshire to establish the new Hertfordshire Medical School opening in 2026.
As well as its service to patient communities and duty to healthcare education, the Trust has a clear path focused on workforce development. One of its strategic themes to deliver on its vision is “Thriving people – support our people to thrive by recruiting and retaining the best and creating an environment of learning autonomy and accountability”.
As such, the Trust’s employee relations (ER) team is continuously developing ways to support with staff management to maximise productivity and enhance operations.
Situation
The ER team itself consists of three team members and handles around 70 new cases each month excluding sickness related cases. The Trust’s previous case management system, although financially viable, was not evolving in line with the team’s needs.
There was a lack of system development and innovation, limited functionality, unresponsiveness to user needs and it did not support progressive case management stages.
Many of the partner trusts within the Hertfordshire and West Essex Integrated Care System (ICS) had already moved to a new system. With East and North Hertfordshire Teaching NHS Trust’s extension contract coming to an end with its incumbent suppler, it also sought to explore the new solution due to positive peer feedback on its enhanced capabilities.
Customer profile
Throughout the integration we received excellent customer support to guide us through the process at ease. Now live, Conformity continues to be a truly responsive and collaborative partner. They are very customer-focused, supportive, and responsive to our needs
Solution
Following a successful demonstration and tender process, Conformity Software was selected by the Trust for its CaseworkER system. Go live was in January 2025 and the implementation process took just three weeks.
Josie Potts, Head of Employee Relations, Policies and Projects at East and North Hertfordshire Teaching NHS Trust explains: “We were coming to the end of our extension period so took the decision to transition to CaseworkER as we saw first-hand its innovative abilities. We also had assurance of the system’s longevity as it had the functionality to upload so many additional new case types including probation and settlement agreements.”
Conformity Software supported the integration process closely, step by step with weekly then fortnightly check-ins, detailed guidance, and responsive support via email and calls. Phase one was completed in a staggeringly short time of three weeks which included uploading existing and live cases and is fully web-based, allowing secure access from any location, on or offsite, any time.
Benefits
The ER team has experienced positive change since using CaseworkER and working with Conformity Software. The benefits include:
- Dashboard and automated reporting – robust capabilities built into the platform
- Power BI capability - aligning with the Trust's strategic direction
- Fast setup and rollout - within tight timelines
- Improved functionality - future-proofing investment
- Greater case-type flexibility – more use cases available, i.e., combining long- and short-term sickness into one case with status differentiation
- Commitment to development - willingness to listen to and act on customer suggestions to create customer-informed features
- High user satisfaction and ease of use - even among non-technical staff
Josie adds: “Throughout the integration we received excellent customer support to guide us through the process at ease. Now live, Conformity continues to be a truly responsive and collaborative partner. They are very customer-focused, supportive, and responsive to our needs.”
Forward thinking
The implementation of CaseworkER has brought tangible improvements in terms of flexibility and functionality to align with the Trust’s long-term goals. With the system in place, the Trust now has greater transparency and oversight of cases by looking at the wider picture. Resources can be aligned accordingly in these areas to provide additional support to assist with patterns or themes allowing the ER team to be proactive rather than reactive.
The Trust plans to continue expanding its use of CaseworkER to include additional case types and exploring new functionality such Power BI integration to expand dashboard reporting for forecasting to drive further productivity enhancements.
“We strive for our people to thrive and with the implementation of CaseworkER we have created a smarter platform to build a richer picture for our ER team and in turn drive improvements for our entire workforce,” concludes Josie.
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