BUPA Hospitals

Operational Design


Client: BUPA Hospitals

Project Background: Operational Design

BUPA needed to develop smaller and more efficient hospitals to increase their market share. To be profitable they needed to have a cost base which could flex with revenue. To do this, BUPA would have have to outsource functions previously undertaken in-house to adjacent NHS Trust Hospitals.

Hastings was the first hospital to use this model.


Our Role

We supported the general manager to develop the operating processes and patient experience for the hospital.

We delivered stakeholder management, process design and operational readiness for the hospital, ensuring profitability was achieved as early as possible.


  • The hospital opened on time despite significant logistical and resource issues.

  • A collaborative culture was created, allowing the hospital to grow quickly.

  • Profitable within 2 years.

  • The hospital successfully demonstrated that income and cost base could move in parallel.

  • New Operating Model worked

  • Successfully commissioned


Charles was exceptionally skilled at firstly putting people at their ease and then fostering a spirit of collaboration amongst the clinical team to get the new processes and patient experience righ
— Douglas Webb, General Manager, BUPA Hospital Hastings