Learning from the phlebotomy service transformation process

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Community Action Norfolk is sharing this from Great Yarmouth and Waveney Clinical Commissioning Group, please contact them directly with any queries.

In 2018 Great Yarmouth Clinical Commissioning Group's community phlebotomy service transitioned from JPUHT to ECCH. This process encountered some difficulties and in some areas patients were temporarily affected by lack of access to phlebotomy. As a result the Great Yarmouth and Waveney CCG reviewed the transition in partnership with JPUHT and ECCH colleagues and produced a report, the intention being to learn from what happened and apply that learning to any relevant service developments in the future. The report has been shared with our Local Delivery Group.

Below is a document made available to us by Philip Aves of Lowestoft Rising. Whilst that document describes key principles in policy co-production I think that they will also apply to planning and managing service transitions.

This provides a sound basis for any service development arrangements in the future. 


Developed following a review of the phlebotomy service change process:

  • Shared Vision
  • Shared values across organisations/ mutual respect.
  • Identified project lead with lines of accountability and responsibility defined and agreed.
  • Clear project plan, jointly owned and agreed process for updating via cross organisational minuted meetings.
  • Maintain one tracked version of the project plan with a clear trajectory for the change which should allow for flexibility/ modification, agreed as the project progresses.
  • Consideration of the established national frameworks NHSE/I coproduction/change management tool.
  • Consider piloting change and reflect any learning from this. Ensure a process for risk assessment of the project and evidence to the project group.
  • Early consideration of Human Resource implications.
  • Establish a clear joint communication strategy for the service change. Consideration of language used to ensure clarity, consider acronyms, abbreviation etc
  • Open and honest culture. Those involved must feel free to ask any question without judgement.
  • Active listening.
  • Engagement of Service users to ensure the real impact of service change
  • Sharing of information as openly as possible to allow for the service change to accurately support the level of demand and potential growth/reduction etc
  • Engage expertise from across any relevant sector to ensure a wide perspective and recognition of skills
  • Recruitment of change champions to support process at operational level.