11th July 2025
Listening, Learning, Improving: Real Feedback from South Tyneside and Sunderland NHS Foundation Trust
At Civica, we believe the best way to improve is to listen. Whether it’s positive reinforcement or constructive challenge, every insight from our customers helps us do better—for you and the communities you serve.
That’s why we’re proud to share feedback from Matty Bull, Deputy Director Manager in Community Services at South Tyneside and Sunderland NHS Foundation Trust, on the rollout of Civica Scheduling.
"It’s doing exactly what we wanted it to do."
Matty led the implementation of Civica Scheduling across nine district nursing teams. The goal was clear: get clinicians back on the road, doing what they do best — delivering care.
"We’ve saved about nine Band 6 hours a week since we went live with Civica. That time is now being spent with patients, not behind a desk."
"Before Civica, nurses were manually scheduling up to 2,000 visits a day-costing valuable clinical hours. Band 6 nurses previous were scheduling every day, now only need to allocate visits three half-days a week. That reclaimed time is already delivering benefits to patients and staff alike."
"Our nurses can now focus on care, not coordination."
The transformation has improved continuity of care and freed up time for supervision and skill development:
“The system’s already helped us identify patients who no longer needed to be on the caseload. It’s freed up our nurses to focus on what matters most—safe, effective care.”
Change isn't easy—but we're in it together.
Matty was candid about the natural apprehension that came with the change:
“Some staff were really resistant at first—but within a few weeks, those same people came back and said, ‘I got it wrong. I can see now what the system’s doing.’”
We know real change takes time, trust, and teamwork. That’s why early engagement, honest conversations, and on-the-ground insights are core to every Civica project.
We’re here to support, every step of the way.
While the implementation was a success, Matty also flagged areas where we could be better— and we’re listening:
“The support from Civica has been great, but having someone physically on-site at go-live would’ve helped us resolve early issues even faster.”
We’re using that feedback to refine our deployment approach — because we’re always learning and improving, together with our customers.
Advice for other trusts?
“Plan, communicate, and get your people involved from day one. And make sure everything is clean and ready before you go live.”
Partner with Civica
We’re not just delivering software. We’re building long-term partnerships that enable better outcomes for staff, patients, and systems. Your experience shapes how we work—because we know that listening leads to learning, and learning drives improvement.
Want to hear more of Matty’s interview, listen here:
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