New health and care provider
Health and care startup taken from setup to launch
- Situation
- A founding team preparing to open a regulated care service, with sector experience but no operational infrastructure - no processes, no systems, and launch obligations arriving on a fixed timetable.
- Operational challenge
- Everything had to exist at once: an operating structure, customer and referral handling, staff documentation, supplier arrangements, and the reporting a regulated service is expected to produce from day one.
- Metrixan's role
- Metrixan worked alongside the founders from initial setup planning through to launch, designing the operation before building the systems to run it.
- Outcome
- The service opened on schedule with its core operations working from the first week: enquiries handled through a structured pipeline, documentation organised and findable, and management able to see the state of the service without asking around.
The engagement began with the operating model: who does what, how an enquiry becomes an assessment and then a service user, which documents exist, and what management needs to see each week. Only then were systems put in place - a structured enquiry and referral pipeline, staff and service documentation with clear ownership, supplier arrangements set up directly rather than through intermediaries, and a simple reporting rhythm the team could sustain.
Because the foundations were designed before launch rather than patched afterwards, the team spent its first months serving customers rather than untangling its own operation.
Details are anonymised to protect client confidentiality. The organisation type, situation, and nature of the work are described accurately.