Helping Our Clients
Achieve Stakeholder Commitment
Sustain Process Improvement
Improve the Patient Experience

Service Innovation

Health and social care services need to respond to patient and user needs in order to meet changing expectations in the delivery of care. Service innovation can significantly contribute to improving patient experience. 

We manage service innovation projects in a variety of health and social care settings, with a focus on UK call centres. 

Our goal is to help our clients understand how their systems and processes can be improved. This often involves a detailed review, using business, systems and data analysis techniques.

Working in partnership with our clients, we design, implement and evaluate service innovation pilots. We also benchmark existing processes against best practice.

Stakeholder Engagement

Getting stakeholder consultation and engagement right is crucial for the success of any project.

With new services, people generally need to understand what’s in it for them before they give their support.

We design and facilitate stakeholder engagement events, from focus groups to specialist workshops.

We help organisations analyse and manage the impact of their service innovation projects by engaging with a wide range of stakeholders, including the patient/service user, the public/community, service providers, commissioners and staff groups.


CEOs understand that their organisations need highly engaged, high-performing employees and effective leaders who can manage, coach, direct and inspire their teams.

We specialise in partnering with organisations and their leaders to create meaningful and lasting transformation.

About Us

Since 1999, INTAN has delivered top-class business solutions for NHS organisations.

Our team of results-oriented professionals work in a values-driven culture to deliver desired outcomes.

Gill Chambers BA (Hons)

Prince2© Registered Practitioner 

Gill has delivered large-scale process improvement projects in both the public and private sectors.

She has extensive experience in project management, service improvement and stakeholder engagement. Her particular focus is the design and implementation of complex innovation systems in the Health and Social Care sector.

Dr Shanker Vijayadeva, Portfolio GP - Clinical & Management, previously NHS 111 Clinical Lead for London: “I met Gill for the first time in Summer 2011. After a rapid introduction, we were sent off to do a whirlwind of DoS workshops around London. Gill is always efficient, understanding and a great colleague to work with. She is one of a limited few that have a detailed grasp of 111 and the Directory of Services.”

Gordon Chambers BA (Hons), MBA

ACII, DipPFS, Certs CII (MP & ER)

Chartered Insurance Practitioner 

Gordon creates business solutions that deliver a successful alignment of strategy, leadership and organisational culture.

He is particularly experienced in strategic change and risk management, applying learning from his leadership positions in general insurance and financial services.

Gordon is a qualified Management Coach who enjoys working with senior executives in strategy development and implementation.

Theodore Tsacheff, Director of Business Development at Austrian Enviro Technologies: “I recommend Gordon, especially where you require ‘thinking outside the box’ and the application of practical business experience to entrepreneurial opportunities. He has developed a set of skills and knowledge to approach business issues with focus, persistence and attention to detail."


Accredited Executive Coach

Mike works with leaders from a range of cultures and backgrounds in organisations across the world. He focuses on the strategic drivers for an organisation and how the development of current and future leaders can support the achievement of immediate and long term goals.

He has worked with over 500 leaders, helping them and their teams to become even better at what they do.

Mike is a fully qualified and accredited executive coach and also has worked in leadership roles in multi national companies.

Micky Adiv, ME, Israel: "I find that the unique way Mike has chosen to coach really achieves clear thinking and focus on future challenges in a way that wouldn’t happen otherwise."

Rasha Fawakhiri, Marketing and Communications Manager, Asia Middle East: "Thank you Mike for helping me understand what I’m capable of and where I should focus my attention and the value of figuring out what my authentic self is and how to let it out!"


INTAN offers the following services:

  • Stakeholder Events
  • Business Analysis
  • Systems and Data Analysis
  • Process Mapping and Benchmarking
  • Call Centre Evaluation
  • Innovation Pilot Design
  • Pilot Implementation
  • Pilot Evaluation
  • Change Management
  • Risk Management
  • Project Management
  • Strategic Planning
  • Values In Action
  • Leadership Development
  • Coaching
  • Mentoring

Service Innovation

  • NHS 111 Learning and Development Programme
  • NHS Pathways CMS Directory of Services
  • NHS 111 Pilots
  • NHS Care Connect
  • NHS Acute Hospital Capacity Management
  • NHS Direct Call Streaming Prioritisation
  • NHS Direct PILOTS Programme
  • NHS Balanced Scorecard for Pilot Evaluation


  • NHS Direct Values in Action 
  • NHS Direct Appreciative Inquiry
  • NHS Direct Organisational Culture Surveys

Stakeholder Engagement

  • NHS Pathways CMS Directory of Services
  • NHS 111 Patient Journey
  • NHS Care Connect
  • NHS Direct Values in Action
  • NHS Direct Appreciative Inquiry
  • NHS Direct Organisational Culture Surveys
  • NHS Direct PRAISE Call Centre Staff Rewards Programme
  • NHS Direct Data Warehouse Requirements Definition

Contact Us

Please use this form to get in touch with us or to request access to our Case Studies.


Intan Limited
Keswick House
4 Fallows Green


Email or



07814 173 779