An NHS Partnership Adapting to Surge Pressures

The long-standing partnership between HomeLink Healthcare and The James Paget University Hospital NHS Foundation Trust has evolved into a model of collaborative working that not only supports patient-centred care but also helps the Trust to manage capacity pressures efficiently and responsively. 

Officially launched through an NHS SBS framework contract that enabled rapid mobilisation of services, the Paget at Home programme has expanded over time into an integrated Hospital-at-Home model covering virtual wards including IV therapy at home and more.  

Flexible and Responsive Care

One of the partnership’s standout strengths has been responsiveness to surge demand. When pressures increased, HomeLink didn’t just maintain contracted delivery — the service rapidly adapted to increase capacity in response to the increased demand, helping the Trust to preserve flow and maintain safe patient transitions into home care. By shifting resources and adapting capacity in real time, the programme has supported James Paget through periods when demand peaked. 

HomeLink increased patient visits by 10% in the December/January period. 

Over-Capacity Delivery: A Positive Trend 

HomeLink Healthcare has delivered above the required capacity, when required, meeting and exceeding contract expectations month after month. While individual monthly figures can vary with demand, the service has continued to operate at levels above contracted minimums for an extended period, ensuring that patients receive timely visits and support without fail. 

Moreover, during high-demand periods, the team has shown flexibility — both scaling up to over-performance and tempering activity when appropriate to maintain quality, safety and operational balance across pathways. This ability to “flex” is a hallmark of the partnership and underpins its success. 

Contractual Delivery: Perspective from Both Sides 

From a contractual standpoint, HomeLink Healthcare has met and often exceeded the minimum delivery requirements outlined in the agreement with the Trust. This means that the contractual baseline — designed to ensure essential capacity and support — has not only been met but significantly supported by additional delivery where possible. 

Impact to Date 

Since the partnership began, the Paget at Home service has helped release over 34,000 hospital bed days, effectively creating the capacity equivalent to an additional ward and contributing to improved patient flow and outcomes. Patients report high satisfaction and better clinical outcomes as care transitions safely into the home environment.  

Looking Ahead 

The partnership between HomeLink Healthcare and The James Paget University Hospitals NHS Foundation Trust illustrates not just a contractual relationship, but a strategic collaboration rooted in shared goals: enhancing patient experience, improving flow, and intelligently managing capacity across fluctuating demand cycles. 

As health systems continue to face pressure — particularly during winter surges — the lessons from this long-term partnership offer a model for how proactive planning, flexible resource management, and strong operational leadership can translate into real benefits for both providers and patients alike.