Who Makes Up the Target Market of Totally Company?

How does Totally plc serve NHS commissioners and private clinic partners as its core customers?

Totally plc targets NHS commissioners and private clinics that need elective and urgent care capacity; this market merits attention because NHS elective backlogs reached record levels in 2025, and Totally's 2025 pivot toward insourcing shows rising contract wins.

High NHS referral volumes and shorter patient pathways drive demand; expect contracts favoring insourced elective surgery as commissioners shift to reduce waiting lists. See product detail: Totally Marketing Mix 4P

The core customers of Totally Company are UK public health bodies, chiefly Integrated Care Boards and NHS Trusts, plus health authorities in Ireland; these clients drive clinical and elective care services while a growing corporate segment uses occupational health and wellness offerings. In 2025 the NHS accounted for over 90% of Totally Company revenue, highlighting public-sector dependence.

Main customer group: NHS commissioners

NHS commissioners (ICBs and clinical commissioning bodies) are Totally Company target market because they contract 111 call handling and GP out-of-hours services, representing the largest and most recurring revenue stream by statutory need and scale.

Secondary customer groups: NHS Trusts and corporates

NHS Hospital Trusts use Pioneer Health for elective insourcing to cut waiting lists; corporate clients buy occupational health and wellbeing services to lower absenteeism and meet compliance requirements.

Customer type and market role: Mostly B2B public-sector

Totally Company customer profile is primarily institutional B2B (public sector health bodies) with an expanding B2B corporate arm; this mix drives predictable contract revenue but concentrates operational and regulatory risk.

Most commercially important segment: NHS commissioners and ICBs

By revenue and scale the most important segment remains NHS commissioners and ICBs, which generated over 90% of turnover in 2025 and determine service mix, pricing pressure, and contract length.

The clearest commercial reality: Totally Company target audience centers on public-health commissioners for statutory urgent care services, with NHS Trust elective-insourcing and corporate occupational health as strategically important secondary markets; see Mission, Vision, and Core Values of Totally Company for corporate context Mission, Vision, and Core Values of Totally Company.

Core customers at a glance

Key takeaways about who buys Totally Company services and why they matter commercially.

• NHS commissioners (ICBs and NHS Trusts) are the main buyers
• NHS Hospital Trusts (elective insourcing) are a growing secondary segment
• The business is mainly B2B public sector with rising corporate occupational health demand
• The most commercially important segment delivered over 90% of revenue in 2025

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Totally Company customers need rapid, regulated clinical capacity to clear elective care backlogs and manage urgent-care demand; they buy to meet waiting-time targets, reduce ED pressure, and avoid long-term NHS hiring costs amid elevated 2025 – 26 system strain.

Clearing elective care backlogs

Totally Company helps Trusts address an elective care backlog that remained near 7.5 million cases in early 2026 by supplying short-term surgical and outpatient capacity to hit 18-week RTT (Referral to Treatment) targets.

Practical buying: rapid scale without capex

Trust commissioners buy from Totally Company for speed, scalable staffing and facilities, and to avoid capital expenditure and pension liabilities tied to permanent hires; procurement favors predictable per-case costing.

Emotional appeal: clinical trust and reputational safety

Procurement teams and clinical leaders prefer providers with strong regulatory standing; Totally Company's CQC-aligned delivery reduces political and reputational risk for Trusts under scrutiny for waiting times.

What customers value most

Customers prioritize measurable reductions in RTT breaches, adherence to CQC standards, and predictable throughput; outcomes and compliance outrank brand or low price in procurement scoring matrices.

Loyalty drivers and repeat demand

Repeat contracts hinge on delivered case volumes, low complication rates, and integration with Trust referral pathways; demonstrated year-on-year RTT improvements drive multi-year commissioning.

Why customers choose Totally Company

Trusts select Totally Company because it converts funding into near-immediate clinical throughput while maintaining regulatory compliance, making it the practical solution to systemic capacity gaps.

Key buyer segments include NHS commissioners, acute Trust procurement teams, integrated care systems (ICSs), independent treatment centres, and clinical service leads seeking providers for elective and 111 urgent-care pathways.

What Customers Need and Why They Buy

Trusts need verified, scalable clinical capacity to meet national waiting-time targets and reduce ED pressure; they buy outsourcing that delivers throughput, regulatory assurance, and cost predictability.

• Main need: reduce RTT breaches and elective backlog
• Strongest practical driver: rapid, scalable capacity without capex
• Emotional factor: assurance from CQC-grade clinical safety
• Clear reason customers choose Totally Company: predictable, compliant delivery of cases

What These Customers Need and Why They Buy: The fundamental driver is the UK health system capacity crisis – an elective backlog near 7.5 million cases in early 2026 – so NHS commissioners use Totally Company for immediate, scalable capacity to meet 18-week RTT standards, reduce ED pressure via 111 triage, and avoid pension/capital costs; CQC ratings and regulatory compliance are decisive procurement filters. Read more on Ownership of Totally Company Ownership of Totally Company

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Totally plc finds its target market concentrated in UK regions where NHS performance lags – primarily the North West, the Midlands, and London – driven by commissioning demand from integrated care boards and NHS trusts; most revenue comes from the UK with a strategic foothold in the Republic of Ireland and rising digital-first channels such as NHS 111 online and telephony.

Main Market: Regional NHS Hubs and Trusts

Totally Company target market centers on NHS commissioners and trusts in underperforming regions because these areas commission more out-of-hospital and urgent care services; this matters as it drives recurring, contract-based revenue across >230 locations.

Secondary Markets: Republic of Ireland and Digital Channels

Totally Company customer profile includes a strategic presence in the Republic of Ireland and expanding demand via NHS 111 online and telephony, which serve as high-volume entry points for patients and lower-cost delivery channels.

Where Totally Is Strongest: Contracted, Multi-Year Bids

Totally Company target audience shows greatest strength in winning multi-year, multi-ICB contracts where scale improves revenue visibility and margin predictability; contracts with regional hubs account for the bulk of institutional revenue.

Growing Demand Areas: Digital First and Integrated Care Hubs

Totally Company market segmentation in 2025/2026 highlights fastest growth in digital-first services and regional integrated care hubs where commissioning favors outsourced urgent and community care, increasing bid sizes and retention rates.

Revenue is predominantly UK-based – over 90% of income in 2025 – while regional hubs and digital channels drive higher contract values and faster customer acquisition via NHS platforms; see the Sales and Marketing Strategy of Totally Company for deeper context.

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Totally plc expands its customer base by scaling insourcing and outsourcing elective care contracts and cross-selling specialist services, while retaining clients through deep NHS integration and performance-linked renewals that raise switching costs for commissioners in 2025 – 2026.

How Totally plc Expands Its Customer Base

Totally plc wins new NHS contracts by offering elective backlog solutions and hub-and-spoke staffing; it broadens audience via insourcing into hospital trusts and outsourcing ambulatory services to adjacent clinical segments.

Customer Retention Drivers for Totally plc

Retention rests on embedded operational links with NHS IT and referral pathways, outcome-based KPIs, and winter surge reliability – factors that make switching commissioners costly and renewals likely.

Loyalty, Repeat Demand, and Customer Depth

Loyalty arises from recurring elective and urgent care contracts, repeat renewals for high-performing sites, and deeper service penetration through dermatology, endoscopy, and diagnostics cross-sells.

Strongest Customer-Base Growth Lever

The primary growth lever is NHS elective capacity contracts (insourcing/outsource models), which in 2025 drove a measurable uplift in secured contract value and utilisation versus 2024 levels.

Totally plc's dual renewal-and-diversification approach increases stickiness and margin per customer while mitigating churn through cross-sell and flexible staffing that sustains service levels under pressure; read more in the Competitive Landscape of Totally Company

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