Tailored service, collaborative leadership, and data-driven solutions
Our key account management model is based upon optimal personalised and tailored service. We operate on both a macro and Micro level each day. Our management is collaborative, partnered and essential to the successful functioning of all our key accounts.
Data driven, constantly collecting and compiling qualitative and quantitative information to actively report and deliver our monthly review packs. Data reports regularly include audits and feedback from both staff and patients. KPI’s are agreed and continuously monitored to confirm and review performance within accounts of all types and scale.
We engage key stakeholders, undertake gap analysis to identify interventions required. A recent analysis identified significant ordering deficiencies, through paper-driven admin systems. We therefore implemented a paperless ordering system across the Trust resulting in significant administrative time and cost savings.
Driving healthcare service excellence through partnership and Improvement
Our expert senior management and Lead Orthotists meet quarterly with our customers and NHS partners to review contract performance. Contract review packs are always provided at least five working days in advance of the meeting. Our team leads attend specific authority performance review meetings, for example, therapies strategy review to explore, develop and deploy cooperation and improvement.
Indeed we create a Continual Service Improvement Plan (CSIP). This is our the formal mechanism for identifying, communicating, and implementing any changes to the service that may lead to service improvement and/or cost reduction. The CSIP will be reviewed at quarterly service review meetings.
Enhancing healthcare services: Patient focus and innovation
Continuous improvement covers all aspects of the service including:
- Patient outcome and satisfaction
- Patient pathways
- Preferred product range
- Operational improvements
- Communication improvements
- Financial improvements
- Added value opportunities
- Technological opportunities
- Reporting/insight
We actively seek patient and stakeholder input. Indeed, many ideas are generated from patients, focus groups, management information, customer and patient surveys, our internal audit programme and Peacocks/Authority staff.
Peacocks key department heads including : Marketing, Product Development, IT & Finance regularly attend events and forums. This ensures Peacocks stays at the cutting edge of best practice in the orthotics industry. It also culminates in feedback which leads to such innovations as, ClinicSmart, Podfo, Case studies, Social Media promotion as so much more.
