The increasing commercialisation of pathology services means there is an increasing need to consider service differentiation, competitive advantage and value-added service offerings. Berkshire & Surrey Pathology Services (BSPS) have long understood that the service provider who strengthens the relationship and communication with clinicians, Clinical Commissioning Groups (CCGs) and end users of their service will have a clear advantage. With this in mind, BSPS has deployed the CliniSys Pathology Relationship Management (PRM) solution.
The customer relationship management tools, collaboration centre, and real-time analytics within PRM are providing BSPS with organisation, provider and patient relationship profiles based on ordering and service activity, and other metrics. These profiles are enabling BSPS to enhance its service levels, improve operational efficiency and quality, and drive personalised engagement with the users of the service.
Nicola Newman, BSPS Chief Operating Officer, comments “Being able to provide end users with a high-quality pathology service with excellent customer care is of paramount importance. Our previous disparate and standalone systems installed across numerous hospital sites were labour-intensive to manage and difficult to pull together the necessary data. PRM gives us a fully integrated and real-time view of service performance and governance across all our organisations and laboratory sites in a central location. Having the ability to access remotely live data in a user-definable display of key metrics is a significant advantage as it allows us to be proactive in responding to service users and enables a better coordination of resources.”
