Challenge
Millbrook Healthcare supplies and maintains mobility and disability equipment for NHS Trusts and local authorities across the UK. Following its acquisition by Cairngorm Capital, the business faced increasing operational complexity. Systems were fragmented, documentation was limited, and workflows were inconsistent across regions and functions. Serving prescribers, service users, and a nationwide field workforce demanded greater clarity, control, and scalability. Without simplification, growth risked escalating costs and operational strains. Millbrook needed to standardise operations while ensuring high-quality patient outcomes within a regulated environment.
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Solution
Equator led a comprehensive transformation covering operating model, culture, and technology. We started with in-depth discovery across commercial, procurement, operations, customer service, and regional depots, documenting processes and systems supporting a £150m operation.
Core delivery included:
- Sector-leading Prescriber Tool with ecommerce-style UX
- Intuitive search, filtering and structured checkout for NHS users
- Re-architected core system with end-to-end Admin Portal
- Configurable contract builder for commercial teams
- Integrated warehouse management and procurement modules
- Route planning with real-time access and technical instructions
- Automated invoicing aligned to contract billing models
Results
Standardised complex national workflows
Improved prescriber and service user experience
Increased efficiency for technicians and depot teams
Reduced operational friction across commercial and back-office functions
Established scalable foundations for growth
Outcome
Millbrook now runs on an integrated, scalable platform that aligns people, processes, and technology.
The programme enhanced efficiency without compromising care and positioned the organisation to grow sustainably within the healthcare sector.