Success Story Q&A: RDaSH and LapSafe®
Rotherham Doncaster and South Humber NHS Foundation Trust (RDaSH) has revolutionised the way it manages and distributes IT equipment, thanks to the rollout of LapSafe®’s Diplomat™ Pro Smart Lockers across multiple sites.
The impact speaks for itself:
- Over 2,000 clinical hours saved during the ‘proof of concept’ period
- More than 1,000 laptops securely and efficiently distributed across multiple sites
- Full removal of IT clinics at Doncaster, Rotherham, and North Lincolnshire
- Supports the ‘shift left’ strategy articulated in the Trust’s Digital Enabling Plan
We sat down with Martin Wilson, IT Programme Manager at RDaSH NHS Foundation Trust, to explore the challenges they faced, why they chose LapSafe®, and how smart locker technology transformed their operations.
Q: Martin, can you give us an overview of RDaSH and the challenges you were facing?
RDaSH is a geographically diverse NHS Trust covering around 650 square miles across Rotherham, Doncaster, and North Lincolnshire. We employ around 3,400 staff and support approximately 155,000 patients a year.
From an IT perspective, our device distribution process was inefficient. Staff often had to travel long distances just to collect a replacement laptop or device. Sometimes this meant losing half a day of clinical time, which is incredibly costly in a healthcare environment. Similarly, IT technicians were spending valuable time driving to sites, often using their own vehicles and claiming mileage.
Q: What steps did you take to start solving this issue?
Initially, we trialled a smart locker solution from an existing supplier. It was a paid proof of concept (POC) installed at Rotherham, and although it showed promise, there were teething problems. The product was quite new to the market, and we faced some internal resistance to using lockers due to the lack of human interaction.
Q: How did LapSafe® become involved?
Our Head of IT Support Services, Lee Isle, met Rob Tanner (from LapSafe®) at the Service Desk Institute Conference. That led to a demonstration at our site where Rob brought physical lockers to showcase. The demo was excellent, seeing and interacting with the actual lockers and their ONARKEN® software made a big difference. Our technicians could ask questions and see the system in action, which helped secure internal buy-in.
Q: What was the result of your proof of concept with LapSafe®?
We received a LapSafe® Diplomat™ Pro Smart Locker for a free POC at our Doncaster site, running alongside our original locker at Rotherham. We essentially created a head-to-head trial. LapSafe®'s system was intuitive, our Technical Specialist Haydn started using the software even before Rob had finished explaining it!
Demand quickly exceeded our expectations. Users started pulling the project forward themselves through word of mouth. We didn’t need to promote it heavily; staff wanted it because it was easier.
Q: How did you explain the value of smart lockers to your teams?
We used a simple analogy: it’s like going to the supermarket. Some people use self-checkout; others prefer a staffed till. Smart lockers are the self-checkout option - quicker and more convenient, but we kept traditional support methods available too.
This helped people feel reassured. It wasn’t about removing the human touch; it was about offering flexibility.
Q: What are the main benefits you've seen from implementing LapSafe® smart lockers?
Eliminated IT Clinics: We no longer need to run monthly IT clinics at Doncaster, Rotherham or North Lincolnshire. That alone saves a day or more of technician time per site.
24/7 Access: Clinicians can collect or return devices anytime, which is vital for a 24-hour service.
Clinical Time Saved: Surveys showed an average of 2 hours saved per interaction, totalling roughly 2,000 hours saved across the POC, equivalent to one full-time nurse for a year.
Reduced Travel & Emissions: Less travel means fewer CO₂ emissions, supporting our NHS Green Plan goals.
Workflow Efficiency: The pressure on urgent repairs is reduced. Users now get a permanent replacement rather than a temporary loan, and we repair devices in our own time.
Q: How did this project influence internal processes or strategy?
It triggered wider digital transformation. We restructured our device handover process, moving from one-to-one setups to group handovers because staff were more tech-savvy than we expected. We also invested in upgrading our build area, increasing our capacity from 8 to 100 device builds at a time.
We’re now exploring modern deployment methods, working with suppliers to preconfigure devices that go straight to lockers. This reduces packaging, improves sustainability, and speeds things up even more.
Q: How did collaboration with LapSafe® and CDW support your success?
It genuinely felt like one team, not ‘supplier’ and ‘customer’. Rob, Matt, and Jen from LapSafe® and Chris Tyson from CDW were incredibly responsive, with quick turnaround times on software tweaks and installations. It’s the kind of partnership that makes innovation possible.
We also appreciated being introduced to other NHS trusts like The Christie and United Lincolnshire. Seeing their use cases gave us confidence, and we’re now sharing our experience with other trusts too.
Q: Have you explored any additional uses for the lockers beyond IT equipment?
Yes! We’re working with our uniform distribution team to use lockers for staff uniforms, cleaned, repaired, or new kits. We’re also in discussions to use lockers for specialist medical equipment and consumables.
We’ve also started exploring LapSafe®'s smart charging solutions for clinical handheld devices to ensure they're ready at the start of every shift.
Q: What's next for your LapSafe® journey?
Our next focus is full integration between ONARKEN® and our ITSM tool, Alemba. We want users to request equipment through the portal and receive locker codes automatically. That will give us a truly hands-off, 24/7 support model.
Beyond that, we’re exploring smart vending for distributing consumables like gloves, masks, and even keyboards or mice. It’s about continually improving user experience and freeing up staff to focus on patient care.
Q: What advice would you give to other NHS trusts considering this solution?
Focus on clinical time saved, it’s the most compelling benefit. Build a strong business case and tie it back to your organisation’s promises or strategic goals. And most importantly, find partners who work with you, not just for you.
The smart locker solution from LapSafe® speaks for itself - easy to use, efficient, and highly scalable. But it’s the collaboration that really made this project successful.
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