Communication network development
Summary
North Central London Integrated Care System commissioned Blue Lozenge to develop a communication and engagement operating model ahead of the formation of ICS structures in July 2022. Blue Lozenge led a co-designed process involving a fortnightly steering group, stakeholder interviews, workshops, focus groups, and desk research across NHS, public, and third sectors. The resulting model featured the HEART framework, shared values, planning processes, roles and responsibilities, and governance structures. The operating model has been adopted as the foundation for communication and engagement across NCL ICS and is being used as best practice guidance for other integrated care systems nationally.
Developing operating models for effective communication and engagement for integrated care systems
North Central London (NCL) Integrated Care System needed a comprehensive communication and engagement operating model ahead of the official formation of ICS structures in July 2022. The system required clear definition of roles, responsibilities, and collaborative working practices across partner organisations to ensure effective integrated communication and engagement that would support the changing healthcare landscape and enable successful system-wide delivery.
Approach
Blue Lozenge placed co-design and stakeholder engagement at the heart of our methodology, recognising that any operating model needed buy-in across the entire system. Working with a fortnightly steering group of communication and engagement leaders, we agreed six key deliverables covering purpose, principles, processes, and governance.
Our comprehensive approach included interviews with system stakeholders and ICB colleagues, workshops with communication teams to explore aspirations and working practices and focus groups examining professional development needs. We conducted desk research on best practice across NHS, public, and third sectors, grounded in professional best practice and codes of practice.
This extensive engagement process informed the development of a bespoke operating model featuring the HEART framework (defining core purpose), shared values and behaviours, planning processes, operating principles, clear roles and responsibilities, and meeting rhythms. We tested the draft model through system-wide engagement surveys before finalising it.
Impact
The operating model now serves as the foundation for communication and engagement across NCL ICS and is being used as best practice guidance for other ICS systems nationally. Our accompanying report with prioritised short, medium, and long-term recommendations has been adopted by senior stakeholders.
The steering group praised the practical, actionable framework that improves working practices in complex environments and creates conditions for communication and engagement colleagues to thrive. The model successfully defines collaborative working practices and establishes the governance needed for effective integrated communication across the system.
