Case Study
British Society of Gastroenterology case study: governance & operational transformation
When the newly appointed CEO of the British Society of Gastroenterology (BSG) took over, he inherited an organisation facing significant operational challenges - with outdated policies, fragmented processes, and lack of GDPR documentation. Having worked with us previously in his role at the Royal College of Physicians, he trusted us to help bring clarity and control to the BSG.
Over the course of the project, we delivered a full-scale review and overhaul of all policies, processes, and procedures (PPPs), implemented a secure online expenses system, and brought the organisation to full GDPR compliance - including team-wide training and comprehensive documentation.
The Client
The British Society of Gastroenterology is the UK’s professional body for doctors and healthcare professionals working in the field of gastroenterology and hepatology. It plays a critical role in education, research, and policy - and supports over 3,000 members across the country.
The Challenge
With the arrival of a new CEO, it became clear that BSG was lacking operational rigour and consistency across its internal functions.
Documentation was outdated or incomplete, governance processes were unclear, and staff lacked the systems and guidance to operate efficiently and compliantly. The organisation needed a trusted partner to stabilise and strengthen its operational foundation.
The Objective
To assess, standardise, and improve all internal policies, processes, and procedures (PPPs); ensure full GDPR compliance; introduce secure, fit-for-purpose operational systems; and embed best practices for long-term organisational health.
The Approach
We began with a structured discovery process - engaging with all departments to understand their responsibilities, deliverables, and existing documentation.
Our work included:
Stakeholder interviews & process mapping: Recognising that many processes were undocumented, we conducted in-depth interviews with key stakeholders across the organisation. These interviews were instrumental in capturing the nuances of daily operations, uncovering implicit knowledge, and identifying areas for improvement. This collaborative approach ensured that the newly developed documentation accurately reflected actual practices and addressed existing gaps.
PPP audit & redesign: We reviewed all existing policies and procedures, identified gaps, and restructured the entire suite into a clear, accessible, and current set of governance documents centralised in a secure repository.
GDPR compliance programme: We delivered organisation-wide GDPR training and created all the necessary compliance documentation - from privacy notices and data retention policies to data processing agreements and DPIAs.
Systems implementation: We introduced and configured a secure, user-friendly online expense management system - replacing manual processes and reducing administrative overhead.
Best practice & knowledge transfer: Throughout the engagement, we worked closely with staff to embed best practices, ensuring that improvements would be sustainable beyond the project.
The Results
A fully documented, compliant, and accessible suite of PPPs
Organisation-wide GDPR compliance, with all staff trained and equipped
A modern, secure expense claim system fully rolled out
Increased confidence and clarity across the organisation.
