NHS - Shared Business Services

Our people have considerable experience of working within the NHS and share the same values as the NHS. By developing our team of highly skilled experts we ensure our client satisfaction ratings continue to improve and keep delivering real value to our customers

This month's team: Client Management

Standard NHS SBS processes and procedures are dealt with by our operations teams, but each organisation is assigned a Client Manager to act as an escalation point within NHS SBS, facilitate the resolution of queries and provide advice about the systems and processes.  Each CM has a good understanding of the contract with their organisation, in particular understanding the split of roles and responsibilities, and builds a good working relationship with their organisation.

Our Client Management team have a wealth of experience in both the NHS and the private sector and all have one thing in common - a desire to help their client Trusts to the best of their ability.  They meet with their client organisations on a monthly basis, or more frequently if needed and can help clients best interpret the information available to them and get the most out of the NHS SBS value added services.

The Client Management team are also responsible for running the NHS SBS User Forums, which are a key part of how NHS SBS shares best practice.  Held quarterly, the User Forums allow clients to meet key NHS SBS people and ask questions or raise issues, whilst being able to meet with other clients and share their experience.

"It's an exciting time to be a part of Client Management right now," says Clive Fautley, Client Manager for London and South East client organisations.  "The team is evolving to support other areas of the business such as Business Development and we now count over 100 NHS organisations around the country as NHS SBS clients, with a very healthy pipeline."