Press information issued on behalf of:
Customer Consulting Ltd
500 Avebury Boulevard
CENTRAL MILTON KEYNES
27th August 2009
Customer Consulting launches new healthcare division: Transforming
Customer and change management company Customer Consulting Ltd (CCL)
has launched a new division whose offerings are aimed at the healthcare
sector. The division, called ‘Transforming Patient Pathways' (TPP), was
set up in response to the increasing levels of work that CCL and its
consultants are carrying out in both the NHS and the commercial
Brian Jopling, who heads the TPP division, believes that CCL's
extensive experience in customer management and communication centres
is proving to be of great value, both to the NHS and private providers
- and will become increasingly relevant as the NHS reduces budgets from
He explained: "CCL has over 25 years experience in helping major
organisations develop the infrastructure, skills and culture needed to
improve the quality and efficiency of their customer management. TPP
has been set up to bring this experience to bear on the current
challenges and opportunities facing healthcare and how it manages
patients through the care system - in order to increase patient and
staff satisfaction and achieve gains in efficiency and effectiveness.
"While many NHS Trusts have defined their strategy for more effective,
integrated services, the challenge is how to deliver a robust and
sustainable solution," he continued.
"TPP will help NHS organisations to meet core health economy objectives
while enabling the service to increase its ability to provide patients
with the right treatment at the right place and at the right time."
Where services across the urgent care system are not well coordinated
or integrated, patient and professional pathways can become unclear,
inconsistent and fragmented. This results in sub-optimal service
delivery, poor patient experience and significant - and avoidable
-waste, such as unnecessary acute hospital admissions, re-admissions
and excess bed days.
Simon Rustom, CCL's managing director, added: "Last year, the
University of Southampton carried out some research for the Department
of Health which revealed that, while some innovative ways of working
are in place, their impact remains limited or localised. The report
concluded that a more ‘joined up approach across stakeholders is needed
to achieve sustainable change'.
"With this in mind, TPP is already carrying out work within the NHS to
improve its ability to manage and coordinate both patients and
professionals in order to provide more ‘joined up', integrated
services," he said.
"This requires single, standardised processes and greater co-operation
and alignment between the different service areas of primary, community
and secondary care. It also involves a cultural and mindset challenge
requiring new skills and behaviours and a reduction in ‘silo working'."
The benefits of instituting TPP's approach include:
unnecessary admissions to hospitals
simpler, easier access to services
care closer to the patient's home
effective and efficient use of resources
duplication of effort and resources
governance and financial control, leading to saving money for both the
NHS and the taxpayer
to Mohammed Khan, TPP's business development consultant: "In addition
to improving patient care, our approach has the benefit of improving
staff efficiency and, therefore, job satisfaction because staff get
more chances to ‘make a difference' for good."
For further details of CCL's Transforming Patient Pathways services and
approach to greater healthcare efficiency, contact Mohammed Khan at
About CCL's Transforming Patient Pathways (TPP)
Transforming Patient Pathways (TPP) is a division of Customer
Consulting Ltd (CCL).
It was established to help healthcare services meet core health economy
objectives through delivering more effective and efficient patient care
Developing integrated patient pathways for new models of care, such as
managing long term conditions across the urgent care system
communications centres, of ‘hubs', to offer a single point of access
and improve patient and professional route finding
for and responding to the National Three Digit Number initiative
existing services that coordinate patient pathways, such as the
other patient management processes that require cross-agency
integration, such as patient discharge
activities relate to:
activities are driven by the core health economy objectives in the
areas of patient experience, governance, quality and finance.
About Customer Consulting Limited
Customer Consulting Ltd (CCL) is a specialist customer and change
management company. It helps organisations to optimise their return on
investment in customer management - especially contact centres and
customer-orientated information and technology.
Its vision is to demonstrate that a best practice approach to customer
management delivers sustainable business growth. CCL aims to deliver a
combination of insight, intellect, wisdom and pragmatism - combined
with a real understanding of people - to achieve commercial results
that are beyond the norm. Using a joint project team approach, CCL
offers advice and support to help companies develop and implement
customer strategies that produce results.
With its 100 consultants averaging 20 years experience, CCL helps
business leaders and their teams - including those at Norwich Union,
BUPA, South West Trains and National Express Group - to activate their
internal resources and ensure measurable success.
Further information from:
Kathy Duxbury, Customer Consulting, 00 44 (0) 1908 441012/ 00 44 (0)
Bob Little, Bob Little Press & PR, 00 44 (0)1727 860405;