Adnan Riaz

Experience

• 

  Nestor Healthcare Group plc

  Apr 1990 - Jun 1998

  IT Support and Management / Call Centre Supervisor

  Effectively managed a high volume of inbound and outboard calls Defused volatile patent situations calmly and courteously Managed patient calls effectively in a complex, fast paced and challenging call centre environment Prepared reports and communication for senior managersInitiated operations improvements to improve call centre productivity, including moving from a paper based system to a computerised system

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  Adastra Software Ltd.

  Jul 1998 - May 2009

  Consistently met deadlines and requirements for all work orders Developed work-flow charts/packages and diagrams to ensure team compliance with client deadlines Aligned office departments and increased inter-department communication and data sharing Maintained friendly and professional customer interactions Implemented user acceptance testing with a focus on documenting defects and executing test casesIdentified process inefficiencies through gap analysis Show less Evaluated the effectiveness of training programmes and recommended improvements to upper management Coordinated ongoing technical training and personal development classes for staff members Conducted orientation sessions and organised on the job training Organised and edited training manuals, multimedia visual aids and other materials Alternated training methods if the expected improvements were not reached Trained staff during demonstrations, meetings, conferences and workshops Applied adult learning and performance expertise to assess behaviour and ability issues impacting work performance Train new employees to perform cross-training exercises with experienced workers Show less

  • Head of Configuration Services

    Jan 2008 - May 2009

  • Deputy Head of Training

    Jul 1998 - Dec 2007
• 

  One Advanced

  Jun 2010 - Jun 2016

  Overseeing the delivery of the Advanced suite of health products. Managing product managers and product ownersStrategic product planning within the pragmatic marketing framework. Working closely with sales and operations over roadmap planning, market needs and commercial pressures.Working closely with development in an agile environment to deliver in a timely fashion in line with market and customer expectations to agreed roadmaps and budget.Communications concerning the urgent and unplanned care products and roadmaps both internally and externally. Commercialisation of new products and feature.Working with customers to ensure that I am a trusted advisor on all aspects of Integrated Urgent Care.Translated technical specifications into detailed product requirements Show less Managed a team of consultants who work with the Adastra, CareNotes and Advanced Community applications. Support in the creation of the new products using existing functionalityApply best practice to all areas of the businessDeveloping and delivering effective induction programmes Conducting 360 appraisals and devising individual learning plans Producing training materials for in-house courses Managing the delivery of training and development programmes and, in a more senior role, devising a training strategy for our customersConsidering the costs of planned programmes and keeping within budgets as assessing the return on investment of any training or development programme is becoming increasingly importantAmending and revising programmes as necessary, in order to adapt to changes occurring in the work environment; Helping customers and consultants solve specific training problems, either on a one-to-one basis or in groupsMonitoring and reviewing the progress of trainees through questionnaires and discussions with managersEvaluating training and development programmes Keeping up to date with developments by reading relevant journals, going to meetings and attending relevant courses Researching new technologies and methodologies in workplace learning and presenting this researchEnsuring the teams’ performance exceed any business key performance indicatorsDeveloped departmental personnel policies, standard operating procedures and processesInterviewed and hired new team members including designing the on-boarding process Coached and mentored a team of twenty, including conducting performance reviews Supported the transition from Adastra Software Limited to Advanced Computer Software Limited, including adopting new processes and on boarding activities Show less

  • Product Director - Urgent & Unplanned Care

    Apr 2014 - Jun 2016

  • Head Of Consultancy

    Jun 2010 - Mar 2014
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  Sandwell and West Birmingham CCG

  Jun 2016 - Jul 2017

  Interoperability Subject Matter Expert

  Supporting the mobilisation of the West Midlands Integrated Urgent Care Service as part of the CCG Regional Team, one the largest IUC implementations in the country covering 16 CCGs and approximately 5 million patients. My main focus was leading the interoperability between providers, systems and the technical readiness of the service and solution as a whole. I was the technical and operational SME for the procurement, design and mobilisation of the West Midlands Integrated Urgent Care serviceProject managing of the GPOOH to move to a new contract and mobilise on timeProviding monthly update to the senior management team on progress, risks and issues Currently helping to enhance and develop the Clinical Hub, including adding enhanced functionality such as access to the full patient record, primary care appointment booking and access to the service via on-line channels. Show less

• 

  Purple Zebra Healthcare Solutions Ltd

  Jun 2016 - now

  Director

  Independent consultant providing technical, product and operational expertise, with extensive experience in the design and delivery of Integrated Urgent Care solutions.

• 

  NHS Ashford Clinical Commissioning Group

  Jun 2016 - Apr 2017

  Interoperability Subject Matter Expert

  Supporting the mobilisation of a brand new 111 provider and service Providing technical and operational assurance Project management including issue and risk management Currently helping to enhance and develop the Clinical Hub, including adding enhanced functionality such as access to the full patient record and primary care appointment booking.

• 

  NHS Digital

  Jul 2017 - Jul 2018

  Senior Product Manager

  • Leading the mobilisation of appointment booking from 111 into Out of Hours • Leading the mobilisation of appointment booking from 111 into Urgent Treatment Centres • Providing Subject Matter Expertise on Urgent and Emergency Care to the Implementations and Business Change teams with NHS Digital • Providing Subject Matter Expertise on Appointment Booking using Proprietary standards the Implementations and Business Change teams with NHS Digital and Implementation Managers at NHS England • Industry Liaison with IT Suppliers• Escalation point for both IT suppliers and NHS Digital Show less

• 

  NHS Digital

  Aug 2020 - Feb 2023

  • Created an ubiquitous booking and referral standard that can be used across the NHS• Created a mechanism to prioritise the tens of use-cases that were requested • Created a process to productise the process from initially request to supplier adoption • Led on co-creation with industry experts so that we did not create a standard in isolation that was not fit for purpose• Delivered first private and public betas for: o Integrated Urgent Care to Emergency Departments o 999 EOC to Clinical Assessment Referrals o 999 EOC to Clinical Assessment Validation • Ensured we worked in the open and ensured documentation was available to all (BaRS)• Obtained endorsement from the NHSE CTO team via the Architecture Board that the standard would become the NHS de facto standard for booking and referrals. This would reduce the burden for suppliers and allow the NHS to become more efficient Show less Led two key projects to support patients during the pandemic • (1) Covid Clinical Assessment Service o The CAS allowed clinicians who had recently retried or work part time to support the national call to arms o I oversaw the creation of the technical and telephony solution to support a national remote solution o I was point of contact for 3rd party suppliers and the CSU • (2) 111 to ED national booking standard and product o During the lockdown period from March 2020 there was a substantial reduction in attendance at EDs, and a significant increase in the use of NHS 111Online. However, the number of patients attending EDs has subsequently been climbing towards pre-COVID levels. o There is an urgent clinical and operational need to reverse this trend and ensure that during the forthcoming winter we do not experience the levels of overcrowding in EDs that occurred during winter 2019/20. o Created an in-house build of a web-based platform that would provide a single national channel for appointment bookings from 111 (telephony and online) from December 2020. o The solution was delivered as a MVP in 14 weeks o All 111 providers and 111 online were able to use this solution • Create a new agile way of working with key stakeholders to create a regular forum where key decisions could be made• Ensured that all programmatic documentation was in place to support the Covid-19 enquiry • Delivered regular show and tells to the wider stakeholders where we regularly had over 300 people / trusts attend Show less

  • Program Head - NHS Booking and Referral Standard

    Apr 2021 - Feb 2023

  • Head of Supplier Relationship Management (Urgent & Emergency Care)

    Jun 2018 - Feb 2023

  • NHS 111 First Programme Lead

    Aug 2020 - Apr 2021
• 

  NHS England

  Feb 2023 - May 2024

  Program Head - NHS Booking and Referral Standard

  • Created an ubiquitous booking and referral standard that can be used across the NHS• Created a mechanism to prioritise the tens of use-cases that were requested • Created a process to productise the process from initially request to supplier adoption • Led on co-creation with industry experts so that we did not create a standard in isolation that was not fit for purpose• Delivered first private and public betas for: o Integrated Urgent Care to Emergency Departments o 999 EOC to Clinical Assessment Referrals o 999 EOC to Clinical Assessment Validation • Ensured we worked in the open and ensured documentation was available to all (https://digital.nhs.uk/services/booking-and-referral-standard) • Obtained endorsement from the NHSE CTO team via the Architecture Board that the standard would become the NHS de facto standard for booking and referrals. This would reduce the burden for suppliers and allow the NHS to become more efficient Show less

• 

  Plexus Digital Limited

  Apr 2024 - now

  Director

  Working with a set of amazing people at Plexus Digital Limited, we're dedicated to revolutionising healthcare through our specialised focus within and around the National Health Service (NHS). We specialise in providing professional services in Data, Digital, Analytics, and Technology (DDAT), as well as spearheading interoperability projects aimed at enhancing efficiency and connectivity within healthcare system

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  Community Partners

  Jul 2024 - now

  Advisor
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  NHS England

  Nov 2024 - now

  Head of Supplier Delivery (Product and Platforms)