Customer Satisfaction Delivering value to the NHS

Customer Satisfaction Delivering value to the NHS

2011 NHS Landscape & impacts • Climate of change within NHS – Increasing financial pressures – Intense cost and savings focus • Pricing and value proposition continually challenged – Customers look to us for support, solutions, and ‘quick fixes’ • Increased expectations on product availability – Reliability of essential item supply • Customer relationships – Strong influence in retention and new opportunities • Competition – New entrants and increasing competitive threats Delivering value to the NHS 2

Choice of Supplier – key influencers Q 5. When you are making a decision about which supplier to use, which factors are most important to you: Price Reliability Priorities reflected similarly within and across all customer types eg Acute, PCT etc Delivering value to the NHS 3

Customer Satisfaction Key questions NHS Supply Chain regularly gathers and acts upon customer insight, including key influence questions to help monitor Customer perception of our business Relationship Buying from us • Effective partner to your organisation • our business relationship • Competitive pricing • Availability of products Our business • Overall satisfaction • Easy to buy – ordering / payment / systems • Reliable • Easy to do business with Information • Our communications • Information provided – website, literature Our Service • Our deliveries • Our customer service Delivering value to the NHS 4

Customer Satisfaction Key Strengths: We are a reliable and easy organisation to do business with High levels of satisfaction with our delivered service and customer service Delivering value to the NHS 5

Customer Satisfaction Overall satisfaction Satisfied/ Very satisfied > 70% Reliability Effective partner Easy to do business with Delivered service Customer service Buying from us – ordering and payment Wide Product range Product availability NHS Supply Chain remains committed to continuous improvement alongside consistent focus on obtaining the very best pricing, value for money and internal cost efficiencies Delivering value to the NHS 6

“How can we make it easy to do business” Do not change products that we buy on a regular basis Foundation Trust (integrated Health and Social Care) Too much choice available particularly on non-clinical side. Favour streamlining products that are more cost effective and best value Look at what I regularly buy and then offer the same or similar products at a competitive price Teaching Trust Community NHS Trust Takes too long to change Be more effective in contract negotiations, ie by reducing the supplier base and giving commitment In the years I have used this service there has been constant change to improve and make the service better NHS Support Partnership NHS Acute Trust Be a joint partner in this economic climate of change Tertiary Trust - Oncology Delivering value to the NHS 7

Customer Satisfaction plan Company and B. U. Plans Service Improvement Programme Price Challenge CUSTOMER SATISFACTION Customer Experience: Service IT and Shop Window First Choice Delivering value to the NHS 8

Business Unit plans 2011 Company and B. U. plans Customer Satisfaction Accelerated Theatre Engagement Commercial Model Customer Engagement Supply Chain Evolution Supplier Engagement Range and Market Growth - key areas, delivering focus and supporting customer satisfaction outcome Product cost reduction Plan for business success & supports customer satisfaction Investment in dedicated theatre teams - account management, Procurement, implementation co-coordinators and nursing advisors Delivering value to the NHS 9

Pricing / Competitiveness The Price challenge programme § § § Product pricing Deliver cash releasing savings to our customers Provide increased focus within the business on delivering savings Communications § § § Raising visibility of savings opportunities Easy view on the Website Infection control bulletin – to over 2, 000 contacts Catering bulletin – All catering specialists Bi-monthly bulletins – all CRM supplies/procurement National Health Executive advertisements – CEO’s Delivering value to the NHS 10

I. T. and Shop window Customer Satisfaction • New web platform and new look website now live. IT and Shop Window • Wider catalogue integration • Drive Trust savings opportunities through our online presence and tools • Make browsing and comparing products easy through a refined and simplified hierarchy, quality of information and pictures • e. DC is a robust and proven materials management system. Our next generation, e. DCgold is in test and will deliver full stock management enhancements Delivering value to the NHS 11

Customer consultation and collaboration Customer opinion is vital to our business and we regularly seek insight in order to form decisions and actions. Over two thirds of customers in a recent survey* acknowledged NHS Supply Chain collaboration, ranging from pricing, products, contracts to delivery service and schedules; and three quarters said they would like to work more in collaboration with NHS Supply Chain as a partner Customer Satisfaction First Choice NHS Supply Chain maintains a regular consultation group ‘Task Force’ for customer subject matter experts to engage in consultation and decision making leading to contract award. We have over 700 customers from a wide range of specialist areas signed up to support Task Force, giving customers a strong voice in the future of products and contracts. The Customer Board engaging Exec level collaboration, and regional customer forums also provide opportunity to contribute views and decision making * Source BSA 2011 Delivering value to the NHS 12

First Choice 2011 Customer Satisfaction First Choice Customer Communications Events calendar includes: Head of Procurement forums, presence at exhibitions, Customer Board Knowing the right people: Through our comprehensive CRM database we provide relevant information to the right people immediately Contracts Improved contract launch brief, distribution and product transition have gained the highest increase in satisfaction in our annual survey. More of our customers were satisfied with being kept well informed too Delivering value to the NHS 13

Raising visibility Maintaining visibility of our customers is vital to us and throughout the year posters and leaflets and displayed in all our offices and distribution centres – using direct customer quotes Delivering value to the NHS 14