Category: In the News

We’re excited to share that HealthTrust Europe has been named as a supplier on Crown Commercial Service’s (CCS) G-Cloud 14 framework, with our innovative Catalog360 and Easibuy reverse auction platforms on Lot 3 (Cloud Support), as well as our partnership with CereCore on Lot 2 (Cloud Software) for comprehensive Electronic Patient Record (EPR) systems.  This achievement showcases our ongoing commitment to providing scalable, efficient, and effective solutions to public sector healthcare providers across the UK.

The G-Cloud 14 Marketplace goes live on the 9^th November 2024. To learn more about our solutions, visit the current G-Cloud 13 Marketplace here.

As we celebrate National Customer Service Week at HealthTrust Europe, we look ahead to the innovative strategies and technologies that will shape the future of customer service. Our commitment to excellence drives us to continuously evolve and enhance our service delivery, ensuring we meet the ever-changing needs of our clients. Join us as we explore the future of service and celebrate our Customer Care team’s dedication and hard work. We are excited to focus on the theme of “The Future of Service in this article. 

How AI is Shaping Customer Experience 

Artificial Intelligence (AI) has been steadily transforming industries, and its influence on service sectors is particularly profound. As businesses strive to meet consumers’ growing demands for efficiency, personalisation, and immediacy, AI emerges as a pivotal player. The future of service is not just about enhanced automation; it’s about reimagining customer experiences through intelligent technology. 

Understanding AI in Service 

At its core, AI encompasses technologies like machine learning, natural language processing, and data analytics, which enable machines to learn from experience and perform tasks that typically require human intelligence. AI can streamline operations, predict customer behaviour, and deliver personalised experiences in the healthcare, retail and hospitality sectors. 

Consider the role of chatbots. Traditionally, customer service relied on human representatives who could be overwhelmed by high volumes of inquiries. Today, AI-powered chatbots can handle thousands of queries simultaneously, providing instant responses. They are not merely reactive; they can analyse previous interactions through machine learning to enhance future responses, making them increasingly efficient and contextually aware. 

Enhancing Customer Experience 

One of the most significant benefits of AI in service is its ability to personalise the customer experience. With advanced data analytics, such as Power BI, businesses can gather and analyse vast customer data to identify preferences and behaviour patterns. This insight allows companies to tailor their offerings to individual customers, fostering a deeper connection. 

For instance, AI can recommend products based on past purchases and retail browsing behaviour. E-commerce giants like Amazon utilise algorithms that analyse user interactions, presenting personalised product recommendations that drive sales and improve customer satisfaction.  

Predictive Service 

Another transformative application of AI in service is predictive analytics. By analysing historical data, AI can forecast future trends and customer needs. For instance, in the hospitality industry, hotels can anticipate demand for specific services or room types based on past booking patterns. This predictive capability allows businesses to optimise staffing, manage inventory, and enhance operational efficiency. 

In healthcare, predictive analytics can identify patients at risk of developing certain conditions, enabling providers to intervene early. By harnessing AI, healthcare systems can shift from reactive to proactive service, improving patient outcomes and reducing costs. 

The Rise of Automation 

While AI enhances personalisation and predictive capabilities, it also drives automation, streamlining service processes. Robotic Process Automation (RPA) can handle repetitive tasks—such as data entry and invoice processing—freeing human employees to focus on more strategic roles. This shift increases efficiency and enhances job satisfaction as employees engage in more meaningful work. 

Automation typically means staff can spend more time on value-adding tasks that can’t be automated, such as customer service and patient care. For pharmacy teams, dispensing robots allow pharmacists to securely dispense medicines to patients and customers. This technology speeds up transactions and reduces human error, providing a seamless experience for customers. A pharmacist is still needed for their medical judgment and expertise, but can focus on patient consultations rather than repetitive tasks. 

Ethical Considerations 

As AI becomes increasingly integrated into service sectors, ethical considerations emerge. Data privacy, algorithmic bias, and job displacement warrant careful attention. Companies must ensure customer data is handled responsibly and transparently, building consumer trust. 

Moreover, the implementation of AI should be approached thoughtfully to mitigate biases inherent in training data. For instance, if an AI system is trained on biased data, it may produce skewed results, impacting decision-making in hiring, lending, or customer interactions. Addressing these ethical challenges is crucial for fostering a fair and inclusive service environment. 

The Human Touch 

Despite the remarkable capabilities of AI, the human element in service remains irreplaceable. Customers value genuine human interaction, especially in complex or sensitive situations. While AI can handle routine inquiries, human representatives are essential for addressing nuanced issues, demonstrating empathy, and building relationships. 

The future of service lies in a balanced integration of AI and human touch. Companies that excel will leverage AI to enhance service delivery while maintaining solid human connections. This hybrid model can create a more responsive and compassionate service landscape. 

Conclusion 

As we look to the future, AI is poised to revolutionise customer care and service-related  industry, offering unprecedented opportunities for efficiency, personalisation, and predictive capabilities. While embracing these advancements, businesses must also navigate the ethical complexities and ensure that the human touch remains central to their operations. The ultimate goal should be to create a service environment where technology enhances human experiences, leading to satisfied customers and thriving businesses. The future of AI-powered service is not just about technology; it’s about creating meaningful connections and experiences. 

  

Women comprise nearly three-quarters of the NHS workforce and play a critical role in the healthcare industry more broadly. Yet, despite this, senior leadership positions are dominated by men and women continue to face persistent barriers to their career progression.

This can be due to overt barriers that inhibit one’s advancement and those that are more subtle and deeply ingrained into social norms and perceptions around the role of women. This not only has an impact on a woman’s career prospects but also has broader implications for the way that health and care services are delivered across the country. Indeed, the lack of women in senior leadership positions affects policy decisions and, therefore, health outcomes.

Creating safe and open spaces where women can come together to have honest discussions about their experiences as members of the healthcare workforce is crucial to overcoming these challenges and establishing a truly inclusive industry, with opportunities for all its workers at all levels.

At HealthTrust Europe, we are committed to being the change we wish to see. With 55% of our employees being women, and women comprising 57% of colleagues in sourcing management positions and 44% of our Executive Leadership, we have a strong track record of supporting women into senior leadership roles. We are dedicated to using our resources to advocate for other organizations to make similar progress.

We are proud partners to the Health Care Supply Association (HCSA) whose new Women’s Network has been transforming the sector by encouraging and supporting women to develop meaningful and enriching careers in the healthcare sector. HealthTrust Europe’s former Vice President for Strategic Sourcing delivered the keynote speech at the HCSA’s Women’s Network Conference 2023, and we are delighted to announce that we will be returning to exhibit at this year’s Women’s Network Conference on Wednesday 4th September.

The theme of this year’s Conference is Empowering Excellence: Navigating Challenges Building Connections and will be focused on driving excellence within the field to ensure it delivers the best outcomes for both its workforce and patients.

The Conference also presents a valuable opportunity to unite the sector in celebration of the contributions and achievements of women in healthcare whilst creating space for shared learning and for women to discuss their lived experiences. This sense of community is crucial to supporting women, making the healthcare industry transparent and honest, and fostering collaboration amongst professionals from all backgrounds and specialisms.

There is always more we can do as an organisation and wider industry to support women in the workforce. We welcome any attendees at this year’s conference interested in these topics to visit our stand and find out more about how HealthTrust Europe is supporting women in reaching their full potential.

 

 

NHS Cheshire and Merseyside and HealthTrust Europe (‘HTE’) are pleased to jointly announce the agreement to collaborate on an ICS delivery partnership, following a detailed partner review process.

The partnership will see HTE engaged as the ICS’s commercial procurement partner, alongside NHS Supply Chain, leading on programme and strategic sourcing activities to support the collaborative delivery of high-quality, best value contracts to NHS providers across the region.

NHS Cheshire and Merseyside, the integrated care board (ICB) for the region is responsible for planning NHS services for a population of over 2.7 million people. Working alongside the wider integrated care partnership, the ICB has four key aims:

• Improve outcomes in population health and healthcare
• Tackle inequalities in outcomes, experience, and access
• Enhance productivity and value for money
• Help the NHS support broader social and economic development

The partnership will focus on supporting the 16 NHS providers to drive a wide ranging and exciting programme of work to deliver strategic sourcing activity aligned to ICS targets and outcomes. The programme is expected to deliver a range of financial and non-financial benefits to the region, utilising HTE resources, technology, and capability in synergy with system resource, networks, and governance to accelerate time to value.

Gary Welch, Chief Executive Officer at HealthTrust Europe, said:

“HealthTrust Europe’s partnership with NHS Cheshire and Merseyside is a really exciting opportunity for us to bring our knowledge and expertise in procurement services to enhance service delivery and foster better outcomes for patients across the area”.

Sue Colbeck, Chief Procurement Officer at NHS Cheshire and Merseyside, said:

“I am delighted to announce our partnership with HTE, which will enhance our expertise and procurement function to deliver health and care solutions that will not only improve outcomes for patients across Cheshire and Merseyside, but also align with our strategic goals.”

The longer-term benefits of the partnership include the transfer of knowledge and skills to leverage specific expertise within the ICS, providing greater competition for every pound spent. This will support NHS providers with protection from supply failures and better controls on price increases, enabling greater efficiency and effectiveness. 

HealthTrust Europe is proud to be partnering with Young at Heart as its charity of the year for 2024. The Birmingham-based charity has been supporting the families of children with heart conditions for over 40 years, helping to connect people with shared experiences and raise money for vital, life-saving equipment.

Over the course of the next 9-months, HealthTrust Europe’s team will pursue a range of activities to raise funds for this cause, echoing the Young at Heart ethos of ‘giving, not taking’. This is the seventh consecutive year that HealthTrust Europe has partnered with an annual charity and builds on the donation of £6,333 to last year’s charity partner, the Miscarriage Association.

The Young at Heart Charity was established in 1982 by a group of parents of children with heart conditions, with the mission of offering additional support to other families in similar situations. Since this time, and through partnerships with organisations like HealthTrust Europe, the charity has been able to provide a forum for families to meet socially for trips, parties, and other events.

The Charity has also been responsible for much of the progress made in cardiac services in the Birmingham-region, including in increasing intensive care beds, providing INR (International Normalised Ratio) machines, fundraising £2 million for a hybrid operating theatre, and providing defibrillators to families and to Birmingham’s Children Hospital.

The work of the Young at Heart Charity has helped patients with heart conditions to access the facilities and care they need, closer to home. This not only improves healthcare outcomes and quality of life, but also provides essential support to the families of patients with heart conditions.

Claire Donnelly, Chair of Trustees: “We are delighted to have been chosen as HealthTrust Europe’s charity partner and we look forward to working with the team of volunteers to fundraise as much as possible for Young at Heart over the course of the year.”

Geoffrey Brown, Portfolio Lead at HealthTrust Europe: “We are honoured to be working with the Young at Heart Charity this year to improve the lives of young people with heart conditions and their families.

Volunteering is a crucial way to support the local community, and we’re proud to be in the seventh year of our annual charity partnership programme, demonstrating our commitment to charitable endeavours

Over the next twelve months, our team will be delivering a variety of activities to help fundraise for the Young at Heart Charity and we look forward to building on our record of charitable giving.”

 

The NHS functions on a large scale, with hundreds of thousands of employees in diverse roles and departments. Handling payroll for this extensive workforce poses distinct challenges, such as intricate pay systems, different working hours, and strict regulations. Given the ever-changing healthcare regulations and compliance standards, precise payroll management within the NHS demands careful attention to detail. It is crucial to guarantee precise payments, follow tax laws, and adhere to NHS-specific regulations. 

Like many public healthcare systems, the NHS faces budget constraints, requiring careful allocation of resources. Balancing payroll expenses with other operational costs while ensuring fair compensation for staff remains a challenge, demanding strategic financial planning and efficiency measures. Recruiting and retaining skilled healthcare professionals is crucial for the NHS success. HR departments can attract and retain employees by implementing recruitment strategies, offering competitive benefits, and prioritising professional development opportunities. 

Effective HR service solutions are essential for sustaining a motivated and efficient workforce in the NHS. HR departments support healthcare professionals and staff through recruitment, onboarding, performance management, and employee development. The NHS workforce is made up of individuals from various backgrounds and professions, each with distinct payroll needs. Balancing these diverse requirements while upholding fairness and equality presents a notable challenge, highlighting the need for adaptable payroll solutions and effective communication practices. 

HealthTrust Europe’s Payroll Management and HR Service Solutions offer a comprehensive range of options for public sector organisations looking to streamline their payroll and HR processes. Whether it’s a Fully Managed Payroll Service, a Bureau Service, or a Hybrid payroll solution, there is flexibility to meet the unique needs of each organisation. In addition to payroll services, there is the opportunity to incorporate HR Supplementary services to further enhance the management of employee pay, pensions, and administration. 

With a focus on ESR compatibility for NHS organisations and other public sector entities, the framework agreement covers a wide array of payroll management services which comprises a variable blend of functions including managing Joiners, Permanent and Temporary Variations, Expenses, Overpayments, Underpayments, Leavers, Sickness or Injury, Maternity, Paternity or Adoption. The agreement also addresses payroll reconciliation, Attachment of Earnings deductions, and Service Optimisation to ensure smooth and efficient operations. 

This agreement is accessible to any named HealthTrust Europe members, NHS bodies, local authorities, government departments, and non-departmental public bodies. By leveraging these services, organisations can improve their back-office operations and focus on delivering essential services to the community. 

To learn more about how HealthTrust Europe’s Total Workforce solutions can benefit your organisation, please contact customercare@htepg.com or call 0845 887 5000. 

We are pleased to announce that our Total Workforce Solutions II Framework Agreement has been extended for a further twelve months to 25th January 2025.  

TWS II supports health and care providers to deliver their local or regional resourcing strategy by providing free of charge access to innovative market solutions, a team of workforce experts and a robust set of terms and conditions that embed quality assurance provisions, data protection controls and sustainable best value. 

In conjunction with the break in the contract at extension, we have taken the opportunity to appraise our awarded suppliers and consolidate the list to those that have demonstrated capability during the initial term of the framework agreement. You can access the complete list of suppliers here. 

HealthTrust Europe is committed to delivering high quality workforce services to our healthcare partners in conjunction with our awarded supplier community. We want to work cohesively and transparently with all, please help us in supporting you to deliver the agreement proactively. If you need any further information or wish to discuss any aspect of this notice, please call us on 0845 887 5000 or email customer.care@htepg.com with your query or requirements. 

HealthTrust Europe is a company that takes its corporate social responsibility seriously. For six consecutive years, the company has been striving to positively impact the communities it serves, selecting a charity to support each calendar year

This year’s proceeds will go to The Miscarriage Association, a UK-based charity that provides support and information to people affected by miscarriage, ectopic pregnancy and molar pregnancy. HealthTrust Europe’s donation will help the charity to continue providing vital services to those in need.

During the cheque handover ceremony, representatives from HealthTrust Europe and Karn Dyson from The Miscarriage Association gathered to celebrate the partnership and express their mutual dedication to making a difference to families across the community.

The Miscarriage Association’s Fundraising Manager, Karn Dyson, was delighted to visit a recent “All Hands” meeting at HealthTrust Europe’s Edgbaston site to be presented with the cheque and thank colleagues for their generosity. During this meeting, she also shared details of how the funds would be utilised.

Karn said, “The Miscarriage Association is a national charity providing support and information to anyone who is affected by miscarriage, ectopic pregnancy or molar pregnancy. It provides staffed helpline services, in-person and online peer support groups, a comprehensive website, patient information leaflets, and training for healthcare professionals and employers.

“The £6,333 raised by HealthTrust Europe will go a long way towards supporting over 8,000 direct contact service users and helping to provide some of the 250,000 free leaflets we supply to the NHS each year. The team at Health Trust Europe was warm and welcoming. It showed a real interest and passion for fundraising in the workplace to help others in challenging situations. Thank you all for your generosity and hard work; it really is appreciated.”

The funds raised resulted from the Peak District Charity Walk, HealthTrust Europe Bake Off, Fundraising Raffle and many other event contributions, showcasing the company’s financial commitment and enthusiasm of its employees, which the ceremony’s attendees agreed demonstrated a corporate culture that values social responsibility and actively engages in initiatives to support the wider community.

Vivek Jain, Chief Financial Officer of HealthTrust Europe, said:

“We firmly believe in making a positive impact within our local communities and we are honoured to have been able to make a small difference to the lives of families across Birmingham. I am very grateful to colleagues across HealthTrust Europe who took part in the fundraising activities throughout 2023 and look forward to continuing our efforts to support important causes in the year ahead.”