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Case Study

Research Diagnostic Hub in Shopping Centre

Akeso supported Moorfields Eye Hospital in the implementation of a first of kind Research Diagnostic Hub to explore new ways of providing excellent patient care in the community


Moorfields Biomedical Research Centre (MBRC), in partnership with UCL Institute of Ophthalmology, looked to establish a first-of-kind ophthalmology research diagnostic hub which would test methods to reduce patient visiting time and improve patient experience.

Funded through NIHR, the initiative aimed to set out the key principles for delivery of care in the community which would be applicable for any high-volume NHS outpatient setting, such as orthopaedics and cardiology.


We supported MBRC to design, plan and build a research diagnostic hub at Brent Cross shopping centre in North London through the following activities:

  • Defined strategic vision to inform the scope and operating model
  • Delivered robust planning from the outset, with involvement from multiple stakeholders, to capture dependencies at each stage and ensure delivery to budget
  • Modelled demand and capacity through patient activity and workforce modelling across the whole patient pathway to plan and forecast patient flow
  • Designed, planned and implemented four phased operating models to test patient flow and enhance efficiencies in a controlled live environment
  • Explored various build environments and real-time tracking to assessment movement of staff and patient within the clinic.


Through the ‘one stop shop’, established in a major London shopping mall, MBRC were able to:

  • Reduce patient visiting time from nearly 2 hours to 45 minutes.
  • Reduce average ‘Did not attends’ to below 10% from historic levels of 15% – 20%.

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Olivia Jeffery

Olivia Jeffery