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Voice of the Customer Team

Driving customer insight into the organisation and improving the overall experience that customers have with NHS Supply Chain.

Our Voice of the Customer team was formed in 2022 within our Customer Engagement directorate. We have two core aims – driving customer insight into the organisation, and improving the overall experience that customers have with us.

We ensure that customers’ experiences, expectations, preferences, and feedback are captured and heard – ensuring we align closely with the NHS and our wider system partners. We facilitate several panels and working groups to provide a wide range of customers with the opportunity to have focussed, honest and direct conversations with us.

PPE Panels

Acute PPE Panel (Monthly)

Our Acute PPE Customer Engagement Panel provides support for any PPE issues – with areas such as product quality, provision, and delivery. The panels enable us to communicate information and policy to you, as well as resolve and / or escalate any issues.

Non-Acute PPE Panel (Monthly)

Our Non-Acute PPE Customer Engagement Panel provides support for any PPE issues – with areas such as product quality, provision, and delivery. The panels enable us to communicate information and policy to you, as well as resolve and / or escalate any issues.

Regional Leads PPE Panel (Monthly)

Bringing together multiple key members working on PPE – representatives from NHS Supply Chain, Clipper, the Department of Health and Social Care (DHSC), and our Regional PPE Leads customers. These meetings enable the Regional PPE Leads to receive supply updates, escalate any issues from their regions, and share best practice amongst regions.

Working Groups

Clinical Customer Advisory Forum (Monthly)

This group presents the best opportunity for us to work together to develop a clinical strategy aligned to the needs of our NHS partners. Our aim is to bring together a group of experienced, forward-thinking colleagues with a diverse range of skills and backgrounds to help drive improvement.

CPSN Clinical Alternative Products Support Call (Fortnightly)

The Clinical Procurement Specialist Network (CPSN) Clinical Alternative Products Support call is a clinical discussion with the CPSN, to identify alternatives and provide early informs of potential issues. It’s supported by a bulletin detailing the outcomes following each meeting.

See our Useful Links section for more information on the Clinical Alternative Products Support call.

ICS Working Group (Monthly)

The purpose of this group is to work collaboratively to develop and enhance our Integrated Care System (ICS) value and offering, define key levels of engagement within an ICS, and define ways of working.

The aim is to bring together a group of forward-thinking colleagues and partners with differing skills and backgrounds to help drive improvement, and review areas as set out in the four ‘pillars’ that have been aligned to NHS England’s Central Commercial Function (CCF) model.

Non-Acute Working Group (Monthly)

This group allows us to ensure we are capturing the customer voice in shaping future supply chain services and developments for the non-acute sector. Current challenges are discussed and will define priority projects that are aligned with the NHS agenda, which will be used to scope and set pilot projects over the next year. Our aim is to focus on ways we can support NHS customers and patients who have a care pathway that is predominantly outside of acute settings.

Resilience and Service Support Call (Monthly)

A forum in which to discuss, track, and resolve operational resilience concerns as a collaborative group. This enables issues to be escalated and prioritised to support customer groups and improve the overall experience of working with us, on the key issues relating to the resilience of the supply chain and logistics.

See our Useful Links section for more information on the Resilience and Service Support Call.

Resilience Steering Group (Monthly)

The Resilience Steering Group (RSG) was set up in November 2021, originally as a Working Group in response to discussions at Regional and National Customer Boards around demand management and supply issues.

The group has further developed into a Resilience Steering Group that occurs monthly, and is an opportunity for an open and honest discussion with you, our customers.

Category Strategy Customer Advisory Panels

Our Voice of the Customer team is working to improve customer engagement in category strategy.

We are looking for customers to support and review the category management strategies developed by our category management teams – and provide vital insight into how we build frameworks around customer and patient needs.

The aim of this programme is to ensure the customer voice is embedded into the implementation and delivery of category strategies.

See our Useful Links section for more information and a short registration form to complete if you are interested in getting involved in our next sessions.

Calendar of Events – February 2024 – Updated Monthly

Each month we provide a calendar that includes all of our panels and working groups so that you can see the key dates for the meetings that you want to attend.

If you would like to attend any of our panels or working groups, please complete the Register Interest Form, or alternatively contact us for more information.

MondayTuesdayWednesdayThursdayFriday
1 February Acute PPE Panel 12pm-1pm2 February
5 February
CPSN Clinical Alternatives Support Call 2pm-3pm
6 February7 February
Syringes and Needles – Category Strategy Customer Panel 10am-10:45am
8 February
Regional Leads PPE Panel 10am-11am
9 February
12 February
CPSN Clinical Alternatives Support Call 2pm-3pm
13 February14 February15 February
Digital Commerce Customer Working Group 11am-12pm
16 February
19 February
CPSN Clinical Alternatives Support Call 2pm-3pm
20 February21 February22 February23 February
Resilience Steering Group 10am-11:30am
Minimally Invasive Surgery – Category Strategy Customer Panel 11am-12pm
26 February
CPSN Clinical Alternatives Support Call 2pm-3pm
27 February28 February
Resilience and Service Support Call 2pm-3pm
29 February