The assessment involved a rigorous evidence-gathering exercise from management, staff, partners and customers, culminating with a feedback session that outlined key strengths, areas for continuous improvement, and the overall recommendation against national Customer Service Excellence standard.
The Procurement Services team is made up of over 100 staff and manages the procurement and logistics of over 600,000 order lines for more than 250 wards, outpatients, theatres and other departments. Procurement supports the delivery of value for money across all non-pay spend in the Trust, with the exception of pharmacy goods. The team also works with suppliers on social benefits to the population of Leeds and West Yorkshire.
The assessment review noted that the range and depth of customer engagement in the team is more than would be expected with customers stating they are fully involved in decisions relating to the delivery of services. The team was also praised for its “fully committed” leadership to customer excellence – an explicit part of the team’s three-year strategy.
“The team’s vision is to be the best provider of procurement services to support delivery of patient care in The Leeds Way. This accreditation shows our 100-strong team putting the customer at the heart of what we do, ensuring value for money and an efficient service – which means our patient-facing colleagues can get on with focusing on patient care. I’m really proud of the team for achieving this standard and for doing our bit to support the Trust’s commitment to deliver the financial plan.”
John Smith, Associate Director Commercial & Procurement
The assessment review showed staff felt empowered to “go the extra mile” in their work, delivering a consistent approach to customer service, and feeling confident in handling more challenging situations and urgent requests.
Also highlighted was the collaboration of the team with other member trusts within West Yorkshire Association of Acute Trusts (WYAAT), with a common goal enabling them to leverage economies of scale, resulting in significant cost savings.
The Customer Service Excellence standard is a national assessment by an independent body that tests in great depth those areas that research indicates are a priority for customers, with particular focus on delivery, timeliness, information, professionalism, and staff attitude. The team’s formal accreditation to the standard demonstrates their competence as a service against peers nationally, and shows their commitment to delivering the financial plan at LTHT.
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