The NHS faces major challenges and opportunities in the coming years as it responds to the new financial reality. Cost reduction alone won’t cut it. A constructive and creative approach that delivers increased quality of care with efficiency gains will be critical.
The challenge for private health companies is not dissimilar – differentiating their offering and demonstrating excellence in customer service whilst delivering new, leaner operating models.
CCL helps both the NHS and the private health sector to meet these challenges through improving the way patients are managed across a care system and how professionals work together.
For example, when urgent care pathways are not well co-ordinated or integrated the result is fragmented, sub-optimal service and wasted cost. CCL applies its deep customer management expertise to this challenge, helping to connect patients with the right advice or treatment at the right time in the right place. At the same time we increase cooperation across internal agencies, helping to build more aligned, patient-focused cultures and behaviours.
Our work leads to increased patient and professional satisfaction and lower costs, achieved through increased staff productivity, reduced duplication and better use of resources.
Specific examples of our work in healthcare include:
- Implementing new communication ‘hubs’ that improve access and co-ordination of patients and professionals
- Improving contact centres (e.g. customer service and out of hours)
- Improving leadership, commercial management skills and bringing new ways of working to life
- Preparing for and responding to the National 3 Digit Number initiative
CCL’s clients in this sector include Bupa, Aviva Healthcare, Leicestershire Community Health Services and NHS Brent.