Retire and return: a streamlined approach
Overview
University Hospital Coventry and Warwickshire NHS Trust identified long‑standing issues with its manual, paper‑based retire‑and‑return process. Forms were misplaced, communication was inconsistent, and neither employees nor managers had clarity on responsibilities. By surveying staff, mapping the process with all stakeholders, and introducing automated Microsoft Forms and SharePoint workflows, the trust created a streamlined, transparent, and user‑friendly system.
Key benefits and outcomes
- A fully automated, trackable approval process with clear responsibilities for managers and employees.
- Toolkits and flowcharts to guide every route with a significant reduction in confusion, delays, and complaints.
- Strong positive feedback from staff and retirees, with improved cross‑department communication and visibility.
What the organisation faced
The survey results highlighted issues with the previous process, with:
- 26 per cent of employees describing it as ‘really difficult’.
- 45 per cent finding it ‘complicated’.
- Managers reported a 32 per cent overall satisfaction.
The organisation was struggling with a manual, paper‑based process that was unreliable and often went missing, leaving teams with no visibility of where forms were in the approval chain. Employees and managers were frequently confused about the steps involved and unsure of their responsibilities, while communication between HR, payroll and other departments was inconsistent. These issues meant that retirees sometimes had problems when returning to work.
What the organisation did
The trust began by surveying both employees and managers to gather real evidence of the issues they were experiencing. They then held a full process‑mapping session with all stakeholders to identify gaps, pain points and opportunities for improvement. From this work, they created a comprehensive toolkit for employees and managers, including:
- FAQs
- Flowcharts for each return route
- Clear guidance on responsibilities
To replace the paper system, the trust built an automated Microsoft Form that routes approvals to the correct people and introduced a SharePoint worklist to track every application and its status. Alongside this, they strengthened communication channels between HR, payroll and other teams, by ensuring that both managers and retirees receive notifications at every stage of the process.
Results and benefits
After implementing the new system, the trust saw a dramatic shift: the process became reliable, transparent and fully digital, with no more lost forms and clear visibility of every application’s progress. Processing became faster, and feedback from both staff and retirees was overwhelmingly positive. The difference between the old and new systems was especially clear and the project gained organisation‑wide recognition, including internal awards.
Overcoming obstacles
The project encountered a few challenges, including delays caused by other organisational priorities. Some technical complexity also had to be overcome, which was made possible by having an internal automation specialist who could build and maintain the workflows. A small number of retirees needed extra support with digital forms, so the team offered paper alternatives and in‑office assistance to ensure no one was excluded. Although potential resistance to change was anticipated, it never materialised thanks to strong early engagement and clear communication with everyone involved.
Takeaway tips
- Start with real evidence: survey staff to understand the true pain points.
- Map the process collaboratively with every team involved.
- Ensure strong communication from the outset.
- Provide alternatives for those less confident with digital tools.
- Continuously review and refine as feedback is gathered.
Contact details
For more information about the work in this case study, contact our team.
