Ophthalmology case study


The Trust is one of the biggest and busiest across the Midlands, dealing with in excess of 100,000 patient referrals per year. Despite being a well-staffed busy Trust, it needed some extra capacity to manage both New Patient referrals and Follow-Up patients. The Trust had a previous relationship with another supplier, who was less cost-effective and flexible on service delivery. Once we met with the Trust, we understood that they would need both a weekday and weekend service to manage their demand. The service requirements would fluctuate across different specialties and volumes.


YMS works with a wide range of local substantive consultants from varying sub-specialties, all of whom would be able to deliver the support required by the Trust. Initially, we worked with the Trust to effectively reduce the general outpatient and follow-up waiting times. We delivered this by running multiple rooms on Saturday and Sunday, where we were able to see up to an additional 100 New Patients and 120 Follow-Up Patients per week.

As the contract developed, and in line with the Trust’s needs, YMS also ran projects within the Trust to provide support on Sundays and midweek. These projects helped to provide support across Neuro, Paediatric, Medical Retina and Cornea services.


To date, YMS has seen over 16,500 patients for this Trust. The Trust and its patients have seen a reduction in waiting times and a high-quality of care within General, Neuro, Paediatric, Medical Retina and Cornea services.

YMS has worked with the Trust to create a more flexible service delivery that ensures it only receives support when and where it’s needed, without being tied down to a long-term contract.

We hold regular service reviews with the Trust and have identified service improvements throughout the length of the contract. These include the introduction of e-approvals, maintaining local standards for the turnaround of clinic letters, and nominating an Administrative Lead to ensure that no admin or follow-up requirements are missed.

Since working with YMS, the Trust’s patient complaints and incidents have fallen to less than 0.01%.

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