Supporting Professionals to Improve the Performance of the NHS - By helping make the NHS more efficient, we ensure that more money reaches patient ...
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Supporting Professionals to Improve the Performance of the NHS By helping make the NHS more efficient, we ensure that more money reaches patient care on the front line.
Delivering efficiency; maintaining quality Working with more than 300 NHS organisations, and with over 20 years’ extensive experience of helping the public sector evolve, we build lasting partnerships that are based on trust, responsibility and reliability. A Complete Offering of “Capita was able to draw upon best practice Our people live and work in the communities they serve, so they have a deep understanding Support Services and their experience of advising other organisations across a wide range of areas. of the unique issues, challenges and real needs They helped to constructively challenge the of those communities and a vested interest in As a British company, we understand the existing status quo and then rolled their their long-term sustainable health. special part that the NHS plays in people’s lives. We already work with over 300 NHS sleeves up to help deliver practical changes organisations, and provide a wide variety of and skills on the ground.” We have pioneered new ways of working across our businesses, but we relentlessly seek services and flexible outsourcing across the Julie Burgess - Chief Executive, better, smarter solutions that respond to ever- front, middle and back office. Heatherwood and Wexham Park Hospitals changing priorities and local needs. With increased local accountability for public NHS Foundation Trust Renowned for their ability to deliver wellbeing, healthcare commissioning and Provider Challenges efficiency gains while improving quality, our provision, how can the NHS improve outcomes services have established our reputation for and patient experience whilst also reducing Acute providers are under pressure from a increasing productivity and reducing costs. We overhead costs? number of directions – price cuts, reductions in establish lasting partnerships based on trust, activity, increasing competition and demand responsibility and reliability. While the Government has committed to protecting the NHS, the cost of an ageing and for greater choice. They face significant challenges to deliver clinically and financially Our advisory work understands how our growing population, as well as advances in viable services, both now and in the medium hospital provider clients fit into the local and medicine and technology, present real and long term. regional health economy, both now and into budgetary challenges. These increasing costs the future. We deliver clinically and financially have to be covered through efficiency savings. The NHS relies on the professionalism and balanced service transformation that is dedication of those who work on the front line sustainable, rooted in evidence, and supported Our commitment to the NHS is driven and who face unique challenges every day. by effective engagement. by a wish to improve quality in all we do. Capita supports NHS organisations, Working with them as a trusted partner, and delivering services and advice which either drawing on our 20 years of experience in the directly aid frontline health care delivery or public sector, our role is to help make their improve effectiveness and efficiency. lives a bit easier.
Improving patient experience and reducing costs in the NHS Capita - helping make As cash becomes tighter, and ever more Capita supports hospitals in making dependent on outcome-based measures such change happen operational improvements, releasing as patient satisfaction and readmission rates, more money to patient care. We help similar improvements will be necessary for The NHS is there to serve people who are sick, realise greater efficiency through more NHS organisations. injured or in need of care. We see our role as doing everything we can to help make their effective estate management, the We understand that outcomes, patient experience of the NHS as good as possible. implementation of new technologies, experience, safety and care will remain the the streamlining of back-office proc- priorities for the NHS, despite the greater One of the largest single challenges for NHS esses, the redesigning of care pathways focus on savings and efficiencies. providers is the management of the administrative (non-clinical) aspects of patient and the delivery of managed services. The evidence from other sectors indicates that services. administrative transformations, enabled by A large proportion of NHS costs are involved in flexible partnerships, can make a material This includes the management of bookings, administrative functions. In fact, it is estimated difference in all of these areas. receptions, clerking, issue of discharge letters, that the total spend on back office functions is clinical coding, medical records, complaints, £2.8bn across the NHS. More efficient and cost-effective services can cancellations, ward transfers, patient transport be a real enabler, freeing up resources for and follow ups - in other words, all of the These include finance, HR, IT and property- patient care. administration that wraps around clinical related functions, all of which are non-core to consultation, admission or intervention. patient care and often best delivered at scale through partners. In addition, healthcare providers support a multitude of front office functions, including In sectors such as insurance, life and pensions, patient reception and contact centres, which and local government, Capita has delivered are often a patient’s first line of contact. tangible improvements in customer transaction costs, customer satisfaction, Building on our existing clinical support service productivity and error rates. capabilities in healthcare, and our experience of customer service in other sectors, we believe that there is the potential to make dramatic improvements in efficiency and productivity across these non-clinical services. Streamlining and better integration of support processes will serve to improve the patient journey, and have the potential to unlock significant clinical benefits, such as reductions in administrative delays, increased productivity of clinical capacity and improved outcomes.
Provider Expertise and Tools True partnership with shared goals ensures real change and delivers results. We have established best practice models and flexible approaches that respond to today’s challenging healthcare environment. IT and Mobile Working Finance and Procurement Payroll What do we do? What do we do? What do we do? • Help to significantly improve the way • We provide finance, eProcurement • Deliver a flexible range of payroll organisations work through the proactive and Business Intelligence solutions, solutions tailored to individual business use of IT and mobile working. specifically designed to reduce costs and requirements. • Offer a range of services, from developing maximise efficiency savings. • Run 1,500 payrolls, paying over £17b to 3 your infrastructure through to solutions million client employees and pensioners for Contact Centres, storage, security, What is different about our approach? in the UK and Ireland, and provide 10m data centres and document management. • We offer a rapid implementation payslips per year. • Manage over 1.5 million service framework: with over 60% of the NHS interactions per annum. using our finance systems, we understand What is different about our approach? • Support over 3,000 applications, and own the requirements and deliver real business • We believe it is important that you get and manage Tier 3 and Tier 4 Secure List benefit in a reduced timeframe. the model that works best for you; even if X (IL3 – IL6) Data Centres. • We offer a range of delivery options, we implement ‘out of the box’ processes, including Software as a Service (SaaS), more often than not they will be tailored What is different about our approach? Bureau, Managed Service or self-hosted. to your needs. • We offer customer-focused, managed IT, • We provide module development, • We can deliver a mixed economy model taking on the goals and objectives of our because Integra continues to grow along where, if we take on management of customers and delivering sustainable with the needs of our customers. your payroll, for example, we will work business change through IT to help them with you to give you joined-up tools to succeed. How does this deliver value? underpin your HR administration. • Reduces costs associated with paper How does this deliver value? processing such as ordering, invoicing and How does this deliver value? • Creates improved business performance, reporting. • Drives as many transactions online as by reducing costs, improving certainty • Makes better use of data to reduce costs possible, with all the process efficiencies and transforming ways of working. associated with stock levels, improve and end user benefits this brings. • Mobile working frees staff, improves adherence to purchasing contracts, • Delivery is intuitive and engaging, response times and customer satisfaction, improve budgeting and forecasting reducing the need for training and produces better working lives. accuracy, and to remove data processing programmes and increasing user • Gives managers greater control over and duplication effort. satisfaction. resources, and allows them to reduce costs while enhancing service quality.
Infrastructure and Support Services Building on our existing clinical support service capabilities in healthcare and our experience of customer service in other sectors, we believe that there is the potential to make dramatic improvements in efficiency and productivity across non-clinical services. Business Intelligence Platforms Human Resources Contact Management and Communications What do we do? What do we do? • Offer multiple delivery options. including • Provide all aspects of end-to-end HR, pay What do we do? Cloud BI, mobile solutions, collaborative and pension services to over 1,500 clients • Provide information to the public and portals and bespoke on-premise solutions. across the public and private sector. patients in a range of formats, including • Provide managed wrap, including targeted • Support all your organisation’s HR needs, digital, SMS, email, and white mail via our assessments, health checks, consultancy end to end, from recruiting specialist staff, OneMail service. and advice. rostering services and giving career advice, • Create sophisticated and targeted market- • Offer flexible commercial models and to designing and running a training pro- ing and communication campaigns, ensur- deployment options. gramme or providing one-off projects, or ing the right message reaches the right from modernising pay/reward structures, to people. What is different about our approach? effecting major organisational restructures • Manage statutory and non-statutory public • We have a proven track record, reducing and changing management programmes. consultation processes and relationships. customers’ TCO by up to 50%. • We are accredited by ISO and approved by • We provide a vendor agnostic that offers What is different about our approach? CQC to collect, analyse and present staff multiple skills sets across vendors, enabling • We provide assistance for organisations and patient feedback for mandatory sur- delivery of the right solution based on every step of the way; we can help you veys, and to run in-depth surveys in specific individual client requirements. to build a business case and support you services you choose to investigate. • We offer flexible commercial and delivery through transition, implementation and options. beyond. What is different about our approach? • We offer a service that is flexible and tai- • Our OneMail service delivers large-scale How does this deliver value? lored to individual needs; you choose how printing and posting solutions from a local • Produces accurate and intuitive manage- much you want us to do, and we can adapt desktop. ment information. our services as the shape of your organisa- • Our marketing services allow a high degree • Gives the best insight into your business, tion changes. of flexibility, giving you access to services customers and market. only as and when you need them. • Allows confidence in data, to support rapid How does this deliver value? decisions. • Provides a modernised IT infrastructure, How does this deliver value? with improved service delivery and savings • OneMail typically delivers savings of 40- on the cost of delivery. 60% compared with traditional print and • Provides access to a wide range of profes- postage. sionals, regardless of the size of your or- • Our archiving and retrieval system creates a ganisation, with our 11 HR Service Centres complete audit trail. managing 26 million enquiries per year. • Our reporting and measurement techniques enable you to track the effectiveness and impact of campaigns.
Capita Companies in Focus During 2010 Capita acquired IB Solutions, a leading provider of finance and accounting systems. In April 2011 we completed the acquisition of the health and government businesses of the Tribal group, further extending the services we offer to the health market. Capita Consulting Capita IB Solutions Management Consultancy Integrated Business Solutions The management consulting business of Capita provides a wide suite of Capita IB Solutions is a market leader in providing world-class services to the provider (NHS Foundation Trusts, NHS Trusts and Social integrated business software solutions to health organisations. With Enterprises) services market. Capita is able to draw on experienced a product and services portfolio of outstanding depth, our offerings management consultants with senior operational experience of both extend from e-Procurement and bespoke software to enterprise-wide the delivery and commissioning of acute, mental health and community management accounting software, providing efficiencies across the services, not only within the NHS, but also across the world. entire organisation. Our team includes clinicians, former executives and operational managers Capita IB Solutions helps its health customers achieve results and in the NHS, finance, clinical and non- clinical support specialists, and organisational objectives by identifying mission-critical issues and leading modellers. This expertise is supported by robust evidence-based implementing innovative and customised solutions that are designed tools and methodologies, to deliver the change required. to improve efficiencies, reduce costs and provide fast access to management information. Our offer, which incorporates acute, mental health and community service organisations, includes: With over 30 years’ experience, Capita IB Solutions’ unparalleled ability to successfully deliver improved processes is achieved by understanding Transformation - Achieving Service Viability - Capita’s approach is our customers’ unique needs and providing the capability to deliver underpinned by a simple transformation model. Not only do we have the automated systems through the use of technology. These systems expertise to develop a credible case for change with a robust evidence base, which include; web access, custom development, workflow, business but we also possess the ability to deliver the expected outcomes. intelligence and document management, help customers to increase margins and improve cash flow. Service Redesign, Integration and Implementation - We utilise our As the foremost supplier of integrated business solutions to the NHS, domain expertise to evaluate existing services against best practice, to Capita IB Solutions plays a major role in enabling organisations to identify opportunities for integrating services across pathways, and to achieve their financial and e-business strategies. Business solutions improve working practices. This enables us to redesign and to implement provided include both our own Integra Open Enterprise and the Oracle change quickly, in partnership with clinicians and other staff within your Financials e-Business suite. Both solutions can be delivered on your own organisation. hardware or provided as a hosted service from one of our established data centres. Through the delivery of Integra and Oracle, Capita IB Productivity and Cost Improvement - We have proven tools and Solutions supplies over 60% of NHS Trusts with the solution of their methodologies to diagnose and deliver cost improvement opportunities choice. and initiatives, utilising our evidence-based tools across clinical, clinical support, back office and infrastructure. Capita IB Solutions’ comprehensive suite of business software products includes: Capital and Site Development - Our health planners help providers and construction professionals to work together to deliver new heathcare • Integra Financial Management buildings and to use existing facilities more efficiently. • Integra Purchase to Pay • Integra Business Intelligence Leadership Development - Capita has proven experience with structured • Integra Document & Process Management training and coaching support, for both executive teams and senior • Integra Projects clinicians, to develop their leadership skills to meet the challenges facing • Integra Custom Software Design the NHS in the future. To find out more about Capita Consulting services, To find out more about Capita IB Solutions, contact 020 7901 0068 or visit www.capita.co.uk/consulting contact 01462 476800 or visit www.ibsolutions.com
“Clinical and finance teams within trusts “Capita’s software was integral to this should assess the costs and benefits of process and not only added value to the purchasing, leasing and outsourcing Trust, but also provided patients, visitors when replacing machines, and check for and staff with more flexible payment alignment with their planned levels of options.” activity.” Tom Bates Financial Accountant National Audit Office, March 2011 Central Manchester University Hospitals NHS Managing High Value Capital Equipment in the NHS Foundation Trust Sector Capita Software Services Leasing Advice for the Healthcare Market Income Collection in Health Although it makes sense for leasing to be considered as part of an NHS The NHS is continually under pressure to obtain value for money. This trust’s equipment procurement value-for-money calculation, historically has increased the need for trusts to employ efficient and effective many trusts have used leasing as a funding method of last resort; i.e. processes that can reduce overheads and free up funds to be directly when capital is short, rather than because it represents best value. This used for patient care. has resulted in trusts, on some occasions, entering lease agreements which were not fit for purpose. Putting You in Control Sector provides NHS trusts with a comprehensive and independent This is exactly what our Income Collection solution helps you achieve. lease advisory service, which ensures that those considering leasing are The way trusts take payments could help improve efficiency, increase doing so for the right reasons and are obtaining value for money from cash flow and provide a better patient experience. any lease contracts they enter. Making it easy for you to take payments for items such as invoices, We work with finance and procurement departments to help them prescriptions, private or overseas treatments and amenity rooms is adopt an innovative and flexible approach to financing, and also to vital. And in a world where cards are more common than coins, making understand their equipment, asset base and long-term plans. Sector can it easy for patients to pay in a variety of ways, via their credit or debit then advise on the products and services available, the associated risks card, makes sense. and opportunities, and, importantly, the need for effective management of any resulting contracts. Offering the most convenient payment methods encourages upfront payments in full and helps to improve your cash flow. So we make it Advisory services provided by Sector include: easy for patients by offering a variety of payment channels, including online, over the phone or face-to-face. It is by providing customers with • Provision of indicative leasing costs the flexibility to make payments to you when and where they choose • Options appraisal that helps put you in control. • New lease tender management, analysis and procurement • Market-leading compliant leasing frameworks Receive a Return on Investment in Just 12 Months • Lease documentation reviews and advice • IFRS / IAS17 lease classification advice Not only can our Income Collection solution enable you to improve • Lease portfolio management cash flow and efficiency, it is also possible for you to collect a return on your investment in just 12 months. In several recent benchmarking exercises undertaken by both trusts Central Manchester University Hospitals NHS Foundation Trust, and NHS procurement hubs, Sector’s lease advisory services have been comprising five hospitals, implemented Capita’s income collection proven not only to be the most comprehensive in the NHS market but solution in December 2009, looking to increase the ease, locations and also to have the lowest charges. methods of collecting payments from patients and staff. The solution not only achieved this, but also delivered a return on their investment Sector has subsequently been appointed as the lease advisor to within 12 months. HealthTrust Europe, London Procurement Programme, Pro-Cure Collaborative Procurement Hub and 36 NHS trusts across the UK. Capita is the leading supplier of payment solutions to the UK public sector; we process transactions for over 200 organisations that take over 1.9 million of payments each month, totalling a value of £207 million, so you know you can trust in us to deliver. To find out more about Sector’s leasing services, To find out more about Capita Software Services, contact 01256 383 665 or visit www.sector-group.com contact 0870 162 7806 or visit www.capita-software.co.uk
Our commitment to the NHS is driven by a wish to improve quality in all we do. Capita works with over 70% of NHS organisations, with clients in every health economy across the UK and Ireland. We also work with clients ranging from the Department of Health, through to pharmaceutical companies. Capita’s health businesses provide specialist support in the following areas: • Absence management • Health economics • Patient and public engagement • Back office and customer services • Health surveillance • Medical reporting, monitoring and partnerships and outsourcing • HR and pay advice assistance • Commissioning services • Income collection • Property consultancy • Clinical coding • IT solutions • Research and surveys • Employee assistance • Management consultancy • Foundation Trust membership services • Finance and procurement solutions • Occupational health services • Healthcare intelligence services • Offshore medical services Please email us at email@example.com or call on 0870 240 7341 to find out how we can help you. The Capita Group Plc | 71 Victoria Street | Westminster | London SW1H 0XA Copyright © 2011 Capita Group. All rights reserved.
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