Delivering Excellence Behind the Scenes: Driving Better Outcomes for NHS Supply Chain
Welcome to the latest update in our #TeamTalk series, where we put a spotlight on the teams that make up NOE CPC.
This month we’re focusing on the Helpdesk and Product Assurance team for our NHS Supply Chain: Facilities and Office Solutions function, which provides customer support and answers product queries on behalf of our Facilities and Office Solutions team.
Katy Drew, Procurement Specialist – Contract Management & Product Assurance, gives us an overview of the team’s work.
“Much of our work takes place behind the scenes, but its impact is felt across the NHS every day. From ensuring products are available when required to maintaining effective procurement processes and high-quality data, every aspect of our service contributes to supporting patient care and delivering an excellent customer experience.
Measuring What Matters
“Our performance is measured through a series of Key Performance Indicators (KPIs) that assess how effectively we support NHS Supply Chain and its customers. These 11 measures sit across four key areas:
- Product Quality
- Procurement Activities
- Data Quality
- Service Levels
“While each KPI focuses on a specific aspect of performance, together they provide a comprehensive view of the quality, reliability and resilience of our service. Most importantly, they help ensure patient care remains at the centre of everything we do.
Product Quality: Protecting Patients
“Product quality measures focus on how we manage customer complaints and respond to patient safety incidents. These indicators help ensure issues are identified, investigated and resolved quickly and effectively.
“By maintaining strong quality processes and learning from feedback, we support patient safety while driving continuous improvement across the products and services available through NHS Supply Chain.
Procurement Activities: Building Value, Resilience and Compliance
“Effective procurement is about more than establishing frameworks. It requires robust governance, compliance and a focus on delivering maximum value for customers.
“Our procurement measures assess how well resilience, quality and safety are embedded throughout the procurement lifecycle. They also reflect the importance of collaboration with suppliers and stakeholders to ensure frameworks remain effective and responsive to the changing needs of the NHS.
Data Quality: The Foundation of Effective Operations
“High-quality data underpins every aspect of our service. Accurate information ensures products are listed correctly, suppliers are paid on time and operational processes run smoothly.
“Strong data management reduces risk, improves efficiency and enables better decision-making. It also helps create a seamless experience for customers, suppliers and colleagues across the organisation.
Service Levels: Delivering What the NHS Needs
“Service level KPIs measure how effectively we deliver support to customers. Whether responding to enquiries, managing supplier relationships, supporting procurement activity or maintaining governance processes, every team contributes to delivering reliable and timely services.
“Consistent performance requires collaboration across multiple functions, ensuring customers receive the support they need when they need it.
A Shared Success
“Our current performance demonstrates the benefits of this collaborative approach, with most KPI measures exceeding our targets.
“This success reflects the dedication, professionalism and expertise of colleagues across all functions. Strong performance is never the responsibility of a single team. Customer support, procurement, data services, governance and operational delivery all play an essential role in achieving positive outcomes.
“These KPIs therefore represent more than performance measures; they provide a clear indication of the quality of service delivered to NHS Supply Chain and the wider NHS.
Investing in People and Future Talent
“A key driver of success is our investment in people and career development. The Customer Support and Assistant Buyer role continues to provide a valuable entry point into the organisation, offering broad exposure to procurement, customer service and supply chain operations.
“Many colleagues have progressed from these positions into specialist and leadership roles, demonstrating the importance of developing talent from within and creating clear career pathways.
Looking Ahead
“Strong performance, excellent customer service and employee development are closely linked. By investing in our people, maintaining robust governance and focusing on quality, we continue to strengthen the service we provide to NHS Supply Chain and its customers.
“As we look to the future, our focus remains on continuous improvement, delivering value and supporting the NHS with the dependable services and expertise it needs to achieve the best possible outcomes for patients.”