How CCMS Scaled Night Shift Coverage by 60% in Just 4 Weeks

PROJECT DETAILS

Permissive Tax Planning

Novello Healthcare

Healthcare

Jane Couper, CEO & Co-Founder

Business Challenge

A long-term healthcare client was consistently struggling to fulfil last-minute and out-of-hours nursing shifts. Despite regular outreach efforts, the client’s internal team was unable to maintain a reliable pool of night-shift-ready candidates. As this directly impacted patient care continuity and client satisfaction scores, they approached CCMS to strengthen their shift resourcing model particularly for hard-to-fill night shifts.

About the Client

A UK-based healthcare staffing agency, operating for over 8 years, providing nurses and HCAs to NHS trusts and private hospitals across the country. Their core need was rapid response coverage for night shifts, which had seen a fulfilment rate below 50% for three consecutive months.

How CCMS Helped

1. Focused Candidate Campaigns:

CCMS launched a structured Night Shift Availability Campaign targeting qualified nurses and healthcare assistants (HCAs) with a history of night-shift engagement. The campaign included:

2. Segmented Resourcing Pools:

Candidates were tagged based on availability preferences (Night / Weekend / Flexible), allowing booking teams to act faster and avoid last-minute escalations.

3. Shift Engagement Reporting:

To ensure accountability and continuous improvement, CCMS implemented a weekly Night Shift Fulfilment Report shared with the client’s resourcing team. The report included

This data-driven approach allowed the client to make informed adjustments in their shift planning while reinforcing trust in CCMS’s resourcing capability.

4. Relationship Building:

The team actively followed up with each night-shift candidate post-shift for feedback and availability updates, leading to higher engagement and repeat bookings.

5. OOH Resourcing and Candidate Activation:

The CCMS team leveraged out-of-hours (OOH) candidate engagement to fast-track the onboarding of over 40 new staff. By contacting potential candidates during evenings and weekends, times they were more likely to be available, the team was able to:

This proactive outreach helped reduce drop-offs and ensured a steady flow of night-shift-ready candidates.

6. Real-Time OOH Booking Strategy:

The dedicated CCMS night team monitored live shift patterns and hospital-specific release timings to anticipate urgent staffing needs. Their process included:

The team also launched a targeted awareness campaign to inform compliant candidates that the night team was available to support last-minute or ASAP shift fulfilment. This helped build trust and rapport with candidates, increasing the success rate of late-hour bookings and positioning CCMS as a reliable out-of-hours resourcing partner.

Results

Within Just 4 Weeks:

60% Increase in out-of-hours shift fulfilment
40+ new candidates onboarded specifically for night availability
28% reduction in average time-to-book for urgent shifts
Improved client feedback with positive remarks on night cover reliability
Established a dedicated night shift rota pool maintained by CCMS

Client Testimonial

Jane Couper

CEO & Co-Founder, Novello Healthcare

I was an RPO skeptic until I met and worked with Danu Narada and the team at CCMS Ltd. I was talked into giving it a try a couple of years ago. We started with 2 Compliance Officers on a 12-week trial. In that time they cleared 52 NHS framework compliant nurses. I was concerned about quality of service, so we asked for feedback from every nurse. 26 of the nurses responded, and 25 of the nurses scored 10/10. We file checked every file to ensure 100% NHS Compliant and the quality was exceptional. I'm a data kinda girl, so this was just what I needed to see before going into a long-term partnership with the team - and they've been amasing ever since. For us, it's really important to have a core UK-based team. We choose carefully which roles we outsource and we work hard to make sure both our UK team and our outsourced team are passionate about our mission and culture. You can't just outsource and expect magical things to happen, you have to work in partnership with each other and embrace it. But when done correctly it can be a successful model and accelerate growth, particularly in markets where we're under huge pressure to deliver at low margins and high compliance. Thank you Danu and CCMS!

Future Plans

Impressed by the quick turnaround and ongoing support, the client has now requested CCMS to manage weekend and bank holiday shift coverage as a second phase. Planning is underway to scale the current night shift model to additional hospital sites in Q4.