CCMS Case Study: Centralising Bookings Management Across Multiple Frameworks
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PROJECT DETAILS
Achieving Scalable Growth with CCMS Compliance Team
- Industry
- Frameworks
NHS Collaborative Framework, HTE, and Private Sector
- Focus Area
Bookings Management for Nurses and HCAs
Executive Summary
A UK-based healthcare recruitment firm operating across multiple frameworks faced ongoing challenges with fragmented bookings, inconsistent shift fill rates, and increased admin overhead. CCMS implemented a coordinated bookings desk and structured workflow, enabling a more unified, accurate, and efficient approach to shift coverage. Within six weeks, the client reported a 35% increase in fill rate consistency and a 50% reduction in booking errors.
The Challenge
Disjointed Bookings Process
The client had multiple consultants managing shifts separately across various frameworks, resulting in:
- Overlapping or missed bookings
- High error rates in shift confirmations
- Lack of visibility into availability and capacity
- Manual follow-ups and rebooking due to last-minute dropouts
Impact on Operations
- Shift fill rates fluctuating below 70%
- Frequent client escalations due to unconfirmed or double-booked shifts
- Administrative time wasted on repetitive follow-ups
- Strain on internal consultants managing both client relationships and booking logistics
CCMS Solution Framework
1. Coordinated Bookings Desk Setup
- Introduced a dedicated CCMS team focused solely on shift bookings across all client frameworks.
- Developed booking trackers tailored to each framework’s requirements and timelines.
- Shift requests centralized through a structured intake and assignment process.
2. Availability Management
- Daily candidate availability updates captured and verified.
- Aligned shift offerings with candidate preferences (location, travel distance, band level, etc.).
- Proactive candidate reminders and shift confirmation follow-ups initiated.
3. Live Bookings Monitoring and Escalation Protocol
- Implemented real-time shift tracking during high-demand hours.
- Escalation flows defined for unfilled shifts with clear response timelines.
- Priority queues established for hard-to-fill bookings based on historical fill rates.
4. Internal Communication Workflow
- Daily handovers between UK consultants and CCMS team ensured clarity on booking priorities.
- Booking status updates shared via shared logs and summary dashboards.
- Weekly review calls introduced to fine-tune the bookings strategy.
5. Admin & Documentation Support
- Timesheet collection support aligned with bookings to reduce pay discrepancies.
- Booking confirmations and candidate instructions documented and shared accurately.
- Cancellation logs maintained with root cause analysis for recurring issues.
Implementation
Our implementation strategy centered on a phased approach:
- Week 1: Transition of existing booking load; system access and SOP alignment
- Week 2: Framework-specific templates introduced; real-time tracking begins
- Week 3–4: Bookings error tracking and escalation protocol refinement
- Week 5–6: Consolidated bookings desk fully operational; shift fill rates normalized
Results Achieved
Quantitative Outcomes
Metric | Improvement | Timeline |
Shift Fill Rate Consistency | +35% | 6 weeks |
Booking Error Reduction | –50% | 6 weeks |
Framework-Wide Bookings Visibility | 100% | 6 weeks |
Consultant Admin Time Freed Up | 15–20 hrs/wk | 6 weeks |
Qualitative Improvements
- Enhanced reputation with framework clients for reliability and accuracy
- Streamlined communication reduced confusion and cancellations
- Smoother handovers between CCMS and internal consultants
- Increased candidate satisfaction due to proactive confirmations and reduced double-bookings
Strategic Impact
Immediate Benefits
- Bookings became predictable, traceable, and easier to manage
- Less stress on client’s internal team, allowing them to focus on relationship building
- Errors decreased, contributing to better client feedback and trust
Long-Term Value
- Sustainable bookings model that can scale with new frameworks
- Framework-compliant processes now standardised and repeatable
- Strong foundation for expanding into 7-day coverage or OOH bookings
Key Success Factors
- Centralised Ownership – Bookings coordination fully managed under one roof
- Framework-Specific Customisation – Tailored tools and trackers for each client framework
- Proactive Shift Management – Preventive action vs reactive booking style
- Clear SOPs and Feedback Loops – Enabled ongoing process tuning
- Strong Collaboration with UK Team – Transparent communication ensured success
Conclusion
Through a focused bookings desk model and framework-specific execution strategy, CCMS helped the client regain control over their shift management process. The result was not only operational clarity and improved fulfillment rates, but also a scalable model for future growth across additional regions and shift patterns.