Delivering value to the NHS Customer Satisfaction

Delivering value to the NHS 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 3 Q5. When you are making a decision about which supplier to use, which factors are most important to you: Choice of Supplier – key influencers Priorities reflected similarly within and across all customer types eg Acute, PCT etc Price Reliability

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

Delivering value to the NHS 5 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 6 Customer Satisfaction Overall satisfaction Reliability Effective partner Easy to do business with Delivered service Customer service Buying from us – ordering and payment Wide Product range Product availability Satisfied/ Very satisfied > 70% 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 7 “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 Community NHS Trust Look at what I regularly buy and then offer the same or similar products at a competitive price Teaching Trust Takes too long to change NHS Acute Trust In the years I have used this service there has been constant change to improve and make the service better NHS Support Partnership Be more effective in contract negotiations, ie by reducing the supplier base and giving commitment Be a joint partner in this economic climate of change Tertiary Trust - Oncology

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

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

Delivering value to the NHS 10 Pricing / Competitiveness The Price challenge programme  Product pricing  Deliver cash releasing savings to our customers  Provide increased focus within the business on delivering savings  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 Communications

Delivering value to the NHS 11 I.T. and Shop window IT and Shop Window Customer Satisfaction New web platform and new look website now live. 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 eDC is a robust and proven materials management system. Our next generation, eDCgold is in test and will deliver full stock management enhancements

Delivering value to the NHS 12 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 * Source BSA 2011 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 Customer Satisfaction First Choice

Delivering value to the NHS 13 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 14 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