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 and has two core aims:
Driving customer insight into the organisation.
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.
As part of the NHS, we are committed to supporting outstanding patient care by providing clinically led, safe, compliant, sustainable and resilient products.
This charter sets out the standards you can expect from us, alongside how we will work together to ensure effective and efficient collaboration. It also provides clear guidance on who to contact and when, with links to our Customer Guide for quick, practical support.
See our Downloads ▼ section to see the charter.
Latest Calendar of Events
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. Description of groups can be found below the calendar.
Panel / Working group
Date
Start time
End time
CPSN Clinical Alternatives Support Call (fortnightly)
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.
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 is also a chance for NHS Supply Chain and CPSN colleagues to share information and discuss challenges and opportunities to collaborate.
Our Medical and Surgical Consumables Customer Panel has been established with medical and surgical professionals to strengthen engagement, collaborative working, and support improved decision making.
The panel will provide a key avenue to keep customers informed of our activities and developments within the area of Medical and Surgical Consumables, and allow for customers to input into frameworks, early informs, projects, pre contract launch engagement, and provide feedback.
It 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 bringing together senior Clinical Leads, this consultative forum aligns the clinical strategy and agreed approach across senior clinicians in the NHS. Key topics includes updates on national programmes, innovations, care pathways approaches, with an opportunity for clinical network feedback to be shared with NHS Supply Chain.
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
This group meets every five weeks.
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.
The meetings are held every five weeks on a Wednesday at 2pm – 3pm.
The Supplier Management Forum brings together updates from Supplier Relationship Management, Supplier Assurance and Sustainability to align on the issues that matter most to the NHS.
By sharing intelligence, customer feedback and best practice, members help strengthen supply resilience, improve strategic supplier engagement and drive better outcomes for patients.
Procurement Leaders Network Call
This group meets every 6 weeks.
The Procurement Leaders Network Call provides our partners with an update on our organisation’s current priorities and ongoing projects, keeping them informed and engaged with key developments. The sessions also provide an opportunity for partners to ask questions, share feedback and seek clarification.
Register your interest
Download our publications ▼
Our Charter
The standards you can expect from us, alongside how we will work together to ensure effective and efficient collaboration.
