Challenge
Millbrook Healthcare supports thousands of patients across the UK, supplying and maintaining mobility and disability equipment for NHS Trusts and local authorities. After Cairngorm Capital's acquisition, the business needed to simplify an increasingly complex operation while maintaining a high standard of service for NHS prescribers, service users, and a large internal team of technicians, installers, and managers. Documentation was limited, systems were disjointed, and workflows were unclear.
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Solution
Equator led a comprehensive, end-to-end transformation programme that extended beyond technology to include operating model, culture, and capability.
The approach focused first on understanding, then building a scalable, sector-leading platform.
- Ran an extensive discovery across commercial, procurement, operations, back-office, CSA teams, and regional depots
- Documented technology, workflows, and operating procedures for a £150m operation
- Produced a 125-page transformation report to align stakeholders and de-risk delivery
- Built an interactive prototype to communicate the future state and support engineering and testing
- Designed and delivered a sector-leading Prescriber Tool with an ecommerce-style UX
- Enabled intuitive search, filtering, clear information hierarchy, and structured checkout for NHS prescribers
- Re-architected the core system with a powerful Admin Portal to streamline operations end to end
Key Capabilities Delivered
- Configurable contract-builder for commercial teams
- Integrated warehouse management data flows
- Integrated route planning with real-time access details and technical instructions for drivers and installers
- Procurement module managing inventory, suppliers, and purchasing
- Invoicing module calculating charges against contract billing models
Results
Simplified and standardised complex national operations
Improved experience for NHS prescribers and service users
Greater efficiency for technicians, installers, and managers
A best-practice platform designed to support growth for decades
Outcome
Millbrook Healthcare now operates on a strong, integrated platform that aligns people, processes, and technology.
The transformation improved operational efficiency without compromising care, changed how teams work daily, and built a scalable foundation for long-term growth in a highly regulated healthcare environment.