Supporting service change in the NHS

Summary

North Middlesex University Hospital (North Mid) commissioned Blue Lozenge to provide strategic communications support for the transfer of Enfield Community Services from Barnet, Enfield and Haringey Mental Health Trust. Blue Lozenge developed a core narrative, welcome materials, digital updates, and stakeholder communication channels, while supporting employee engagement events and delivering community engagement workshops. The programme addressed three objectives: operational effectiveness, community reassurance, and stakeholder confidence. The transition was completed successfully, with the work also strengthening North Mid’s internal capacity for future community engagement and co-production.

Providing strategic communications to support NHS community service transfer

North Middlesex University Hospital (North Mid) was making a major change, taking responsibility for Enfield Community Services (ECS), which had previously been run by Barnet, Enfield and Haringey Mental Health Trust. The leadership team needed to ensure that incoming staff felt welcomed, patients understood the changes, and the transition process proceeded smoothly. Three core objectives guided the project: achieve operational effectiveness, reassure and advocate among the community, and secure reputation among stakeholders.

Approach

Blue Lozenge developed a comprehensive communication strategy focused on making the transition seamless:

• Created a core narrative emphasizing welcome and value for ECS staff
• Developed welcome booklets and branded boxes providing crucial information
• Supported employee engagement events with robust feedback mechanisms
• Coordinated site visits from ECS leaders for face-to-face engagement
• Published clear, consistent updates across digital platforms
• Delivered community engagement workshops to address identified skills gaps
• Established ongoing stakeholder communication channels

Our approach balanced immediate transition needs with building long-term engagement capabilities within the North Mid communications team.

Impact

The project successfully integrated ECS into North Mid while achieving all key objectives:

• Operational effectiveness through clear narratives and information resources
• Community reassurance via consistent communication and enhanced engagement capabilities
• Secured stakeholder confidence through regular updates and visible leadership

The communication strategy not only facilitated a smooth transition but also strengthened North Mid’s capacity for future community co-production and engagement.

“Blue Lozenge helped scope a proportional and affordable package of support, and mobilised this very quickly… I felt really well supported and that Blue Lozenge colleagues were a genuine extension of our in-house team. Their support was responsive, high-quality and well executed… In nearly two years, I have not seen or heard my CEO stop a meeting mid-flow and call out a brilliant comms job, and I know that the input of Blue Lozenge was instrumental in achieving this.”

Georgie Agass, Head of Communications, Engagement and Fundraising, North Mid