REACH: non-regulatory announcement

04 April 2023

Totally plc

("Totally", the "Company" or the "Group")

Totally becomes the first provider to mobilise on the NHS Single Virtual Contact Centre model

Totally plc (AIM: TLY), a leading provider of frontline healthcare services, corporate fitness and wellbeing services across the UK and Ireland, announces that it has fully mobilised NHS England's new, flexible platform for delivering NHS 111 services and successfully delivered its first 100,000 calls. Totally is the first and only provider in the country to fully mobilise the mandated Single Virtual Contact Centre ("SVCC") solution.

Totally is currently delivering NHS 111 resilience services on behalf of NHS England. The successful, full, mobilisation on the SVCC platform also enables the mobilisation of new, additional contracts for the delivery of NHS 111 services to be undertaken at the click of a button, strengthening Totally's position when tendering for additional NHS 111 contracts.

The cloud-based model is a gold-standard platform for managing NHS 111 calls and provides significant benefits to NHS England and individual trusts' commissioning services, including:

·   Seamless call re-routing to Totally's network of health advisors to support any trust within England as part of the NHS resilience plan.

·  Real-time data on waiting times and call-handling capacity is instantly available to commissioners, enabling additional capacity to be accessed when needed.

·    Reduced onboarding costs and rapid mobilisation for new contracts at the click of a button.

·    Improved business continuity delivered through flexible cloud structure.

The system also decreases reliance on hardware and legacy infrastructure, enabling agile working across multiple sites including the ability to move seamlessly to a work from home model if required.

Totally's 111 frontline workforce has answered more than 100,000 calls on the new platform since its launch in mid-February 2023 and is now working on delivering additional benefits. These will leverage performance data to maximise the number of calls that can be accepted, whilst maintaining quality and increasing support to staff after difficult calls.

Totally is a long-standing provider of regional NHS 111 services and was recently awarded the contract as a national resilience partner to the NHS. The national resilience plan, alongside the SVCC mobilisation, provides additional flexible capacity, which can be precisely targeted where and when needed, either to alleviate demand spikes in specific localities or to increase capacity in the national 111 infrastructure.

Wendy Lawrence, CEO of Totally, said: 

"Totally has a proven track record in the delivery of NHS 111 services and we are delighted to be the first to have fully mobilised the SVCC model, displaying our commitment to both delivering NHS services and using innovative, new solutions to improve patient care.

"SVCC mobilisation means that NHS England can send additional calls to our service, knowing that we have the capacity to respond. The days of blindly splitting call volumes over a range of providers and hoping capacity exists to answer them are gone. As the only provider presently on the platform, we have a unique opportunity to support the NHS in a responsive and flexible way, contributing to better care and better outcomes across all healthcare services."

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Notes to editors

Totally is a leading provider of healthcare and wellbeing services across the UK and Ireland, working in partnership with the NHS, other healthcare providers and corporate customers to help address the challenges of increased demand for healthcare services.

The Company is committed to pursuing a progressive buy-and-build consolidation strategy within the fragmented healthcare market and looks to capitalise on the attractive opportunities that its disruptive service model offers to generate value to shareholders.

Totally helps healthcare commissioners and hospitals ensure patients can access the most appropriate care quickly and efficiently by delivering quality urgent care services, such as NHS 111 and urgent treatment centres and elective care services, such as community dermatology clinics and first contact practitioner. Totally also delivers additional clinical capacity through insourcing and outsourcing arrangements to trusts and hospitals tackling growing waiting lists. Our corporate customer services also play a role in reducing reliance on healthcare by promoting healthy lifestyles and physical and mental health.

Totally Urgent Care

Totally Urgent Care is made up of Vocare and Greenbrook Healthcare. Both businesses have a strong heritage. Vocare was established in 1996 as Northern Doctors Urgent Care to provide urgent care services in the North of England and continues to deliver urgent treatment centres and GP Out of Hours services across the North of England as well as national support for NHS 111. Greenbrook was established in 2006 and cares for NHS patients across London and the home-counties through the delivery of urgent treatment centres.

Totally Planned Care

Totally Planned Care is made up of About Health and Premier Physical Healthcare. The businesses are focused on giving patients access to the right care quickly, reducing pressure on other NHS services and, ultimately, reducing waiting lists. About Health has been delivering community-based specialist care with a focus on delivering prompt assessment and treatment across the country since 2008. Premier Physical Healthcare, established in 2007, provides high quality physiotherapy and podiatry to NHS patients, often within a community GP practice, and to the prison service.

Pioneer Healthcare

Pioneer Healthcare was established in 2007 and has grown under the direction of three senior NHS consultants. Pioneer delivers a wide range of acute services to NHS patients, in partnership with independent healthcare sector private hospitals across England, to help the NHS reduce waiting lists whilst maintaining patient care and quality. Pioneer can offer services through insourcing and outsourcing agreements and through its Any Qualified Provider status. Totally Healthcare, Totally's insourcing business, which was launched in 2019 and previously made up Totally's insourcing division, was incorporated into Pioneer in 2022 following its acquisition.

Energy Fitness Professionals ("EFP")

EFP is a corporate fitness provider established in 1990 to address a gap in the market for workplace fitness, which has grown to offer a range of services covering workplace wellbeing. EFP manages 58 gyms on behalf of its corporate customers, with more than 11,500 members.

More information can be found at:

www.totallyplc.com