Reshaping health and care services

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December 1, 2020

Responding to COVID-19, public servants around the world have moved at unprecedented speed to reform systems and build new services – and nowhere is this more true than in the field of health and care. Collaborating across organisational boundaries, health, local government and civil service staff have reshaped business processes to protect the vulnerable, improve the treatment of coronavirus patients, safely continue essential non-COVID services, and share essential information and supplies.

In some countries, for example, primary care providers have shifted the vast majority of patients to online consultations – protecting both service users and staff from infection. Patient pathways have been radically reformed to separate patients who may have coronavirus from others, and to permit the safe recommencement of elective procedures. And national initiatives have been launched to strengthen supply lines and support local providers.

At this GGF webinar, civil service leaders involved in health and care policymaking and service delivery explored the unique challenges presented by COVID-19; shared their experiences of service transformation; and discussed how central government officials can help prepare their health and care systems for the next stages of the pandemic.


Heidi W. Steinecker, Deputy Director, Center for Health Care Quality (CHCQ), California Department of Public Health, USA

Heidi W. Steinecker was appointed by Governor Jerry Brown in December 2018 and re-appointed by Governor Gavin Newsom as the Deputy Director of the California Department of Public Health (CDPH) over the Center for Health Care Quality (CHCQ). Heidi provides transformational leadership in California health care quality and safety oversight systems, through her focus on cultural and operational change management strategies, and building collaborative partnerships.

Prior to her role at CDPH, Ms. Steinecker was an international health care executive consultant in Germany for Global Health Consulting, specializing in healthcare regulatory affairs, process improvement, and healthcare delivery models in order to create equitable health care systems with high standards of quality and safety. Prior to that, she served in several leadership positions at the University of California, Davis Medical Center since 2004, including Director of Licensure and Accreditation. She earned her bachelor degrees at the University of New Mexico and her Master of Arts from California Polytech State University.

Iain O’Neil, Director of Digital Transformation, NHSX, United Kingdom

Iain currently heads up the Digital Transformation function within NHSX. Having joined the Department of Health and Social Care (DHSC) in 2017 Iain led the department’s digital and technology strategy function and produced the Technology Vision for Health and Care working closely with Secretary of State for Health, Matt Hancock. The publication was quickly followed up by the creation of NHSX – a new organisation combing NHS England and DHSC staff to provide digital and technology leadership for the health and care system. Iain is proud to be a founder member of NHSX and has worked closely with its CEO Matthew Gould on creating the transformation function within it. Prior to joining the civil service Iain worked for around 15 years in digital and technology transformation roles in the private sector.

Jon Restell, Chief Executive, Managers in Partnership, United Kingdom

As chief executive of MiP, Jon manages the team of national officers, takes responsibility for the strategy and performance of the union, acts as the lead media spokesperson, negotiates with employers at national level, and works to influence ministers, civil servants and other policy makers.

Jon acts secretary of the MiP national committee, working closely with the MiP chair, and of the MiP management board, which is accountable to members of UNISON and FDA executive committees. He also attends UNISON’s health service group executive on behalf of MiP.

Indi Singh, Director – IT Transformation, PA Consulting

Indi Singh is a healthcare expert at PA Consulting, who on works across the UK health eco-system to help clients deliver plan and deliver digital transformations. Specifically, he is currently focused on supporting the creation of digitally enabled Integrated Care Systems, and digitally-enabled support for recovery to COVID-19, as well as cyber operational readiness. Prior to PA Indi spent 13 years at national level at NHS England and NHS X including defining national strategy in the move to integrated care services and population health and then leading on working with localities in the delivery of local health and care records across the country. He was also the cyber lead at NHS England focused on board level readiness in the move to digital. As an international recognised expert in digital health Indi has spoken at the Gartner Symposiums, HIMMS and Global Digital Health events and provided advice to other countries on the implementation of their healthcare digital strategies.