Totally Bundle
What happened to Totally plc?
In the UK and Irish healthcare sector, Totally plc was a notable provider of urgent, elective, and specialist care. It played a key role in easing the burden on traditional healthcare systems and improving patient access through numerous contracts with the NHS and other bodies. However, a significant change occurred in June 2025 when the parent company announced its intention to appoint administrators.
This decision followed a strategic review that did not result in any solvent offers, marking a critical turning point for the entity formerly known as Totally.
How did Totally plc operate before its administration and the sale of its subsidiaries?
Before its administration, Totally plc had a substantial presence in the healthcare market. For the fiscal year ending March 31, 2024, the company reported revenues of £106.7 million. Despite facing operational challenges, it managed to secure new contracts worth approximately £7.5 million and renew 14 existing contracts valued at around £19 million in the six months leading up to September 30, 2024. Understanding its business model and recent changes is vital for stakeholders. The sale of its core trading subsidiaries—Urgent Care, Elective Care, and Corporate Wellbeing—to PHL Group Ltd in June 2025 ensures the continuation of these essential services under new ownership. This transition highlights the importance of a Totally PESTEL Analysis to understand the broader market forces at play.
What Are the Key Operations Driving Totally’s Success?
The core operations of the company revolved around delivering a broad spectrum of out-of-hospital healthcare and wellbeing services across the UK and Ireland. These services were primarily offered in collaboration with the NHS and other healthcare commissioners, focusing on urgent care, elective care, and specialized medical solutions.
Urgent Care Delivery
Urgent care services, including NHS 111 and GP Out of Hours, were managed by subsidiaries like Vocare. These services provided essential medical advice and access, helping to alleviate pressure on emergency departments.
Elective Care Solutions
Elective care services, offered by entities such as Pioneer Healthcare, focused on reducing patient waiting lists. This often involved utilizing NHS facilities during off-peak times to increase service capacity.
Specialist and Wellbeing Services
The company also provided community-based services like dermatology and physiotherapy, alongside corporate fitness and wellbeing programs. These offerings contributed to both treatment and preventative healthcare measures.
Operational Efficiency and Quality Assurance
Operational processes emphasized efficient patient flow and the development of digital platforms, such as online NHS 111 services. The company demonstrated responsiveness by rapidly mobilizing new services to meet healthcare demands, with all its Care Quality Commission registered services consistently rated 'Good'.
Value Proposition and Market Impact
The company's value proposition centered on enhancing healthcare access and efficiency, particularly in addressing NHS waiting lists and providing timely urgent care. Its ability to adapt and scale services, as seen in its support for reducing elective waiting times in 2024, underscored its role in the healthcare ecosystem. For a deeper understanding of its journey, refer to the Brief History of Totally.
- Provided nearly half a million calls for NHS 111 as part of the National Resilience programme.
- Utilized NHS facilities for 'insourcing' elective care, increasing capacity.
- Maintained a 'Good' rating across all Care Quality Commission registered services.
- Offered physiotherapy and first contact practitioner services in communities.
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How Does Totally Make Money?
The primary revenue streams for the company are derived from service contracts with public healthcare providers, predominantly in the UK and Ireland. These agreements focus on delivering urgent care, elective care, and specialized medical services, forming the core of its business model.
Urgent Care Contracts
This segment includes contracts for NHS 111 contingency support, GP Out of Hours services, and Urgent Treatment Centres. A significant NHS 111 contract extension was valued at approximately £13 million per annum.
Elective Care Contracts
Revenue is generated from insourcing and outsourcing services to reduce patient waiting lists across various medical specialties. For example, an ophthalmology contract in Ireland was valued at around £1 million for 2024 services.
Specialist Healthcare and Wellbeing
This area encompasses community dermatology clinics, physiotherapy, and corporate fitness programs. A subsidiary secured a contract worth £0.5 million in the first half of FY25 for wellbeing services.
Total Revenue for FY24
For the full year ending March 31, 2024, the company reported a total revenue of £106.7 million. This demonstrates the scale of operations within the healthcare sector.
Interim Revenue for H1 FY25
In the six months ending September 30, 2024, the company's revenue stood at £41.7 million. While lower than the previous period, the gross margin remained stable at 17.3%.
Contract Wins and Renewals
The company actively pursues new business, securing contracts valued at approximately £7.5 million and renewing 14 existing contracts totaling around £19 million in the first half of FY25.
The company's monetization strategy is centered on securing and maintaining long-term service contracts, which provides a predictable revenue flow. Despite facing challenges like wage pressures, which impacted profit realization, the company's underlying EBITDA before exceptional items saw a 5% increase to £1.2 million in the first half of FY25. Understanding the Marketing Strategy of Totally is key to appreciating how these contracts are secured and managed.
Key Financial Performance Indicators
The company's financial performance is closely tied to its ability to secure and deliver on healthcare contracts. Revenue visibility is a significant factor, influenced by contract durations and renewals.
- Revenue for FY24: £106.7 million
- Revenue for H1 FY25: £41.7 million
- Gross Margin (H1 FY25): 17.3%
- Underlying EBITDA (H1 FY25): £1.2 million (a 5% increase)
- New Contracts Secured (H1 FY25): Approximately £7.5 million
- Contracts Renewed (H1 FY25): Around £19 million
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Which Strategic Decisions Have Shaped Totally’s Business Model?
Key milestones for the company included securing a national NHS 111 contingency support contract in January 2024, valued at approximately £13 million annually, extending its crucial role in urgent care until February 2025. The company consistently achieved 'Good' ratings across all its Care Quality Commission registered services, underscoring its dedication to high patient care standards.
Key Milestones Achieved
A significant milestone was the extension of the national NHS 111 contingency support contract in January 2024, valued at around £13 million per annum, ensuring its continued involvement in urgent care until February 2025. The company also maintained 'Good' ratings for all its Care Quality Commission registered services.
Strategic Focus and Challenges
The company pursued a 'buy-and-build' strategy in the healthcare sector, with its last acquisition being Pioneer Healthcare in March 2022. However, 2024 and 2025 brought challenges like slower contract ramp-ups and reduced operating margins, exacerbated by the unwinding of higher-margin contracts.
Financial Pressures and Review
The loss of the £13 million NHS 111 support contract in February 2025 marked a significant financial setback. Additionally, a potential medical negligence claim exceeding its £10 million insurance cover added further strain, prompting a strategic review in May 2025 to bolster its balance sheet.
Competitive Edge and Operational Strengths
Historically, its competitive advantages included strong NHS relationships, a proven track record in urgent and elective care, and the ability to offer flexible capacity. Expertise in insourcing services, utilizing hospital facilities during off-peak times, effectively reduced waiting lists.
Operational Resilience and Market Impact
Despite facing considerable market and financial headwinds, the company's operational teams consistently delivered high customer satisfaction. The long-standing provision of services, such as GPOOH for over two decades, highlighted its deep operational experience and reliability. The strategic review ultimately led to the parent company entering administration, with its trading subsidiaries being sold to PHL Group Ltd.
- Established relationships with the NHS
- Proven track record in high-volume care delivery
- Expertise in insourcing and utilizing off-peak capacity
- Long operational history, demonstrating reliability
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How Is Totally Positioning Itself for Continued Success?
Prior to its administration, the company held a significant position in the UK and Irish healthcare services market, focusing on urgent and elective care. It was a key partner for the NHS, aiming to reduce demand and waiting lists. The company's operations consistently outperformed national averages for NHS 111 services, often ranking among the top three providers.
Industry Position
The company was a leading provider in the UK and Irish healthcare sector, specifically in urgent and elective care. It partnered with the NHS to address increasing demand and long waiting lists.
Operational Performance
The company consistently achieved strong operational performance, outperforming national service averages for NHS 111. It was frequently recognized as one of the top three providers in the country.
Key Risks Faced
Significant risks included intense wage pressures and a slower-than-expected ramp-up of new business. The unwinding of higher-margin contracts also presented challenges.
Financial Impact
The loss of a £13 million NHS 111 support contract in February 2025 led to a revised revenue forecast of £85.0 million for the year ending March 31, 2025. A potential medical negligence claim exceeding £10 million in insurance coverage further strained finances.
The company's future outlook was significantly altered by these challenges, leading to its administration in June 2025. A strategic review failed to secure solvent offers, resulting in the suspension of its shares and the resignation of its Nominated Adviser. The focus then shifted to selling its trading subsidiaries, with PHL Group Ltd acquiring its elective care, corporate wellbeing, and urgent care divisions. This acquisition ensures the continuity of services and safeguards over 600 jobs. Ordinary shareholders are unlikely to see any return on their investment, as proceeds from the sale are not expected to cover all liabilities. The future of the services previously provided by the company now rests with PHL Group Ltd, which aims to enhance local healthcare services.
Future Outlook and Acquisition
PHL Group Ltd acquired the company's key subsidiaries in June 2025, ensuring the uninterrupted provision of services and protecting over 600 jobs. The new ownership aims to strengthen local healthcare services.
- Acquisition by PHL Group Ltd in June 2025.
- Continuity of elective care, corporate wellbeing, and urgent care services.
- Safeguarding of over 600 jobs.
- No expected return for ordinary shareholders.
- Focus on strengthening local healthcare services under new management.
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