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  1. Self Service Portal
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  3. Frameworks

Service Management

Image representing Service Management

Our Finance & Accounting division is about much more than an integrated suite of corporate services. What makes us truly best in class is how we deliver our services. It's our continuous focus on operational excellence to deliver a great client experience, and the principles embedded in our Service Management processes, that ensure we meet and, where possible, exceed our clients' expectations.

Whether it's the Implementation Team that supports a client during transition, those who answer queries at our Service Centre, or our Client Partnership Executives and Service Managers who take ownership of each client's journey with us - we invest in our people to continuously drive up our standards and client satisfaction. And it's working, as evidenced by our ever-increasing Net Promoter Score (NPS), which rates our clients' willingness to recommend us to their NHS colleagues.

 

F&A Net Promoter Score

 

 

Implementation

Every client journey begins with implementation. We understand that outsourcing a corporate service can be a daunting prospect, so our expert team, which over the past 15 years has supported more than 450 NHS organisations of every size on the same journey, walks alongside the client's team every step of the way.

We analyse existing processes, focussing especially on those that are outdated, non-standard, paper-based, time-consuming or error-prone, which can be replaced with more modern, digital, automated, efficient ways of working. We create a bespoke, jointly-owned implementation plan, including the development and delivery of communication plans and training packages, so users at all levels across the organisation are prepared and engaged with the change process.

Clients are guided step-by-step through a smooth transition from their legacy systems and continue to receive support from the Implementation Team through their first month-end, ensuring integration is seamless and that they get the best from their investment and our system.

 

Royal Papworth HospitalRead how Royal Papworth Hospital NHS Foundation Trust, the UK's largest specialist heart and lung hospital, chose NHS SBS as their partner to move from a paper-based back office to innovative systems-led ways of working - Moving from paper-based to systems-led.

 

Training

Ongoing training support is accessible via webinars, face to face training and our online Training Zone. Additionally, quick reference guides, video training and eLearning content are available on a wide range of topics, from managing purchase invoice workflows, to VAT and BI report creation. We can also offer courses tailored specifically to meet individual client's needs.

 

Extranet Training Zone

 

 

User Forums

Service Management - User Forums

All clients are invited to participate in our regular User Forums. In addition to offering an unrivalled opportunity for networking and sharing best practice, these are days filled with discussion, problem solving, idea sharing and horizon scanning. Through the forums we extend offers for piloting new solutions and embed our partnership approach to service development. Around 60% of our client organisations attend these events regularly, reflecting their usefulness and how committed our clients are to them.

 

Great Clients Programme

Our Great Clients programme analyses agreed client KPIs and metrics (e.g. paying days for invoices, eInvoicing percentage etc.) and benchmarks them against other clients, highlighting training needs or areas for improvement. Supporting clients in this way - to work with us more efficiently by reducing service support interactions and the need for rework - increases client ROI and offers the potential to reduce long-term costs at renewal, setting up a virtuous circle. By creating a win: win situation it also reinforces the partnerships we build with each and every client.

 

To find out more about our commitment to service excellence and our Finance & Accounting services, please contact our team on sbs.financeaccounting.enquiries@nhs.net or call 0113 307 1500

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