Andover PCN is one of the 10 networks shortlisted for PCN of the year. It has created a health hub in the town centre – a pioneering model of neighbourhood-based integrated primary care. PCN transformation manager Emily Marbrow and Dr Kate Elliot, one of three clinical directors at Andover PCN, explain more.

Andover PCN serves a rapidly growing population of more than 66,000 patients across five practices. But with a growing and ageing population going through post-pandemic recovery, Andover PCN faced significant health inequalities and stretched workforce capacity. Limited clinical space was also a problem. Despite optimising rotas, appointment models and maximising available space, estate limitations continued to limit innovation and access.

So, the PCN transformed a vacant retail unit in the heart of Andover into a health hub, creating a pioneering model of neighbourhood-based, integrated primary care.

Launched in January 2023, the health hub has delivered over 29,000 appointments, administered more than 42,500 COVID-19 vaccinations, and provided thousands of hours of direct patient care, relieving pressure on individual GP practices and transforming access across the network.

At a time of estate limitations and rising demand, the health hub demonstrates how space innovation and integrated design can help future-proof primary care.

What we did

The opportunity to re-purpose a vacant town centre retail unit offered a solution: a fit-for-purpose site to deliver PCN services at scale outside the traditional surgery environment.

The aim of the health hub was to alleviate pressure on individual surgeries by co-locating multiple services. We aimed to improve efficiency and improve access, particularly for patients disengaged from traditional models of care.

Patients can access a wide range of services, including clinical care, preventative programmes, and community-based support, all under one roof. The hub hosts PCN-led initiatives, such as NHS health checks, SMI reviews and vaccinations, as well as partner services including Smoke Free Hampshire, diabetes prevention, and audiology. There are also groups such as Andover Mind and Weight Watchers. Mental wellbeing and social prescribing support are embedded in the day-to-day delivery.

Group-based interventions such as social prescribing days, music therapy, mindfulness walks, and digital skills workshops support patient activation and self-management. This reinforces a preventative and holistic approach to health that strengthens both health outcomes and social connection and resilience.

Integration

Integration underpins the hub’s success. The PCN works closely with Test Valley Borough Council, as well as commissioned providers, including community mental health services, and academic partners at the University of Southampton. These strategic collaborations support sustainable, cross-sector solutions.

And by inviting VCSE organisations and other providers to co-locate, the PCN has forged new partnerships and broadened its offer.

Our integrated model reduces pressure on GP appointments by effective task-shifting and strengthens workforce resilience. Shared staffing and the ability to pilot new roles, such as community wellbeing workers, have created a dynamic and sustainable workforce model. Staff feedback highlights increased morale, improved inter-professional collaboration, and reduced burnout.

The health hub has become a centre for professional development, and we are investing in the future of the workforce by addressing a historical shortage of local training placement opportunities. We now support GP trainees, medical students and T-Level nursing students, and host regular multi-agency learning events.

Cost neutral

The health hub operates on a cost-neutral basis, funded through rent reimbursement and modest rental income from external providers using its clinical space.

Crucially, centralising PCN clinics and partner services has maximised income for core practices through QOF and contract delivery, safeguarding their financial sustainability.

By relocating PCN clinics and partners into a shared, fit-for-purpose environment, the PCN has increased appointments and maximised efficiency of its ARRS workforce. Previously, we had been hampered by the lack of space to accommodate ARRS staff.

The shared site has unlocked capacity for ARRS staff, enabling services such as health checks, vaccinations and SMI reviews that are vital for detecting long-term conditions and tackling health inequalities. It has also helped revitalise the high street, promoted place-based care, and developed a replicable and sustainable model.

Future

Our reputation for innovative, high-impact delivery has made Andover PCN a ‘go-to’ partner for the integrated care board. The hub model is now attracting regional and national attention as a leading example of neighbourhood-level integration.

This is a scalable and sustainable model supported by Shared Prosperity Funding, awarded by Test Valley Borough Council. It is providing a growing evidence base with research ongoing through the University of Southampton. Expansion plans include hosting the community mental health team and developing flexible group spaces to extend community provision.

By delivering services in a welcoming town-centre location, we have transformed access, reduced pressure on practices, and embedded health within the community. Andover PCN has created a blueprint for modern, resilient primary care - accessible, preventative, inclusive, and truly collaborative.

Andover PCN tips for creating a neighbourhood health hub

  • Create shared goals across PCN member practices and other stakeholders - identifying clear mutual benefits to sustain buy-in has been a critical determinant in our success. Adopting a positive approach and identifying opportunities that align with shared goals can help drive growth and development as well as break down barriers to achieving wide-scale successes that would otherwise be difficult to achieve in isolation.
  • Build relationships early -  embed integration from the start to foster strong working relationships with community, voluntary, and public sector organisations. We took an attitude of saying, ‘Yes, we can help you’ first, then later working out the details. This approach enabled us and our partners to maximise the benefits of shared opportunities by leveraging our collective strengths, resources, and skill sets.
  • Think differently about space - town centre locations offer accessibility, neutrality, and visibility. They also place healthcare in the heart of the community, making it more approachable and inclusive for all.
  • Invest in people - support workforce wellbeing and succession planning through placements and development. Centralised recruitment and services, funded by a proportion of the ARRS budget, have helped achieve efficient and effective recruitment and maximisation of our workforce.
  • Start small and iterate - the Andover PCN Health Hub did not emerge fully formed in January 2023. Our current iteration is the result of ongoing continuous improvement through innovation, and this approach will continue as we evolve.

This is one of 10 PCNs shortlisted for PCN of the Year at the General Practice Awards. The winners will be revealed at the awards ceremony on Friday 5 December at the Novotel London West. If you’d like to be there on the night you can find out more here and book tickets here.