As 2025 draws to a close, here at IEG4 (part of IEG Group) we want to take the opportunity to reflect on a year of progress, innovation, and partnership across Continuing Healthcare (CHC).
This has been a challenging and uncertain year with significant changes for ICBs and we are pleased that this year, more ICBs than ever have placed their trust in IEG4 to support them in modernising CHC service delivery. Collaboratively, we’ve achieved outcomes that have made a meaningful difference to patients, clinicians, and CHC teams nationwide.
As always, our focus has remained on delivering technology that is dependable, user-centred, and built for real-world pressures and we’re proud to share the following key milestones:
+71 Net Promoter Score (NPS) from CHC customers
0% platform downtime across the last 90 days, despite industry-wide cloud outages
90.93% customer satisfaction for support tickets raised last month
These results reflect not only the strength of the platform but the dedication of our support, delivery, and product teams to continuously exceed expectations and the strong satisfaction, advocacy and trust across our user base.
Accelerating CHC Transformation Nationally
2025 has been a landmark year for implementations, with multiple ICBs progressing through major phases of CHC digitisation. Here’s a snapshot of the transformation now underway:
Somerset ICB
Project Kick-off: 30 July 2024
Fully Live By: 1 April 2025
Progress in 2025 included data migration, process alignment, and capability rollout across multiple teams.
Bath, Somerset & Wiltshire (BSW) ICB
Project Kick-off: 27 November 2024
Fully Live By: 1 April 2025
Delivered on time – a significant milestone demonstrating the power of our accelerated onboarding framework.
Bradford District & Craven ICB
Project Kick-off: October 2024
Fully live: April 2025
Successful expansion this year now means end-to-end digital workflows across all care packages.
Herefordshire & Worcestershire ICB
Project Kick-off: February 2025
Fully live: August 2025
2025 saw the foundational rollout – setting the stage for broader CHC digitisation in 2026.
Hampshire and Isle of Wight ICB Kick-off: November 2025
Anticipated to be fully live: July 2026
Across all these programmes, one theme has been consistent: rapid, well-structured implementation that brings ICBs into digital maturity faster than ever before.
Innovation That Keeps CHC Moving Forward
This year, we continued to invest heavily in expanding the capability and intelligence of our end-to-end CHC platform, including:
Enhanced automations supporting decision-making
Expanded integration capabilities for smoother cross-system data flow
Improvements to collaboration features across health and social care
A strengthened analytics layer to support population-level insights
Extended use of AI Transcribe across multiple Workflows to further improve productivity
Expanded Provider Portal functionality to improve communication flow
Improvements to Brokerage to enhance speed of service provision
Working in partnership for a new case management solution for Learning Disability & Autism (LDA) with a ICB
These improvements ensure that as CHC needs evolve, our users are equipped with tools that evolve and respond to the demands they face.
Looking Ahead to 2026
With several major go-lives approaching and new product innovations on the horizon, 2026 is set to be another year of progressive and ambitious progress. Our funded three-year roadmap continues to guide our development, ensuring long-term stability, transparency, and confidence for all customers.
We look forward to collaborating with more ICBs in 2026 and supporting them with service delivery whilst positive proven-outcomes for all stakeholders are achieved.
