“The Support the NHS Has Been Waiting For”: Inside the Cinapsis Model That Clinicians Keep Talking About

If you ask NHS teams what makes digital rollouts succeed, they’ll rarely start with the technology. They start with the support.

This is why Cinapsis places support at the centre of its model, not as an add-on, but as a core part of how we deliver transformation.

But what does that actually look like on the ground? Here are the stories behind the comments clinicians send us daily.

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Somerset: redefining the benchmark for NHS vendor support

When the Diabetes & Endocrinology team in Somerset completed their first month on Cinapsis, the clinical lead summed up their experience:

“We have never had this level of support from another technology provider.”

That wasn’t just about resolving issues quickly. It was about feeling guided, listened to, and genuinely supported through the transition.

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Northamptonshire: when support feels human - not transactional

A user at Specsavers (Northamptonshire) had been dealing with multiple NHS helpdesks due to email transitions. Their experience with Cinapsis stood out so much that they emailed:

“Refreshing to speak to someone who actually wanted to help.”

This is what happens when support isn’t outsourced or scripted, but delivered by people who understand clinical systems and care about patient impact.

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Midlands: fast, friendly responses that reduce stress for clinicians

A collection of feedback from recent support interactions included:

“Absolutely first class.”
“Very quick and helpful responses.”
“Always very friendly and helpful support.”

And from another user:

“Outstanding service. Odette was fab!”

For clinicians working under pressure, this isn’t a ‘nice to have.’
It’s the difference between delays and smooth pathways.

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Instant replies that change confidence

An optometrist dealing with collaborative triage shared this line after a support interaction:

“Best customer support ever - these instant replies!”

Fast responses don’t just solve issues.
They prevent workflow breakdown.

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LLR: partnership-level support that shapes local pathways

During cataract pathway operations, one supervisor explained:

“If we need wording or changes made, we can easily discuss them and have adjustments made.”
- Louise Shipman, LLR ICB

The key word?
Easily.

Support becomes co-design. And co-design becomes better pathways.

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Cinapsis support works because it’s built around clinicians

Our model is simple:

• Real humans
• Clinical understanding
• Fast responses
• Partnership mindset
• Clear communication
• No passing between departments
• No scripts
• No “ticket deflection”

This is why support turns into trust.
And why trust turns into adoption.

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👉 Want to understand how our support model works in practice? Get in touch

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