Contact Us
For any queries or questions, please contact:
Voice of the Customer (VoC) Team
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.
Calendar of Events – May 2025 – 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.
See our Useful Links section for our form to register your interest in attending any of our panels or working groups.
| Monday | Tuesday | Wednesday | Thursday | Friday |
| 5 May | 6 May | 7 May Resilience and Service Support Call 2 – 3pm | 8 May Cleaning Supplies Framework Launch Information Session 2 – 2.45pm | 9 May Resilience Steering Group Drop-in 10 – 10:30am |
| 12 May | 13 May | 14 May Enteral Feeding, Bile Bags and Associated Products Framework Customer Pre-Launch Information Session 1 – 2.30pm | 15 May Resilience Steering Group 10 – 11.30am Non-Acute Working Group 2 – 3pm | 16 May Face-to-Face Customer Winter Planning Workshop 10.30am – 3pm |
| 19 May CPSN Clinical Alternatives Support Call 2 – 3pm | 20 May | 21 May | 22 May Customer Insights Forum 1 – 2pm Gorsey Point Customer Working Group 1 – 1.45pm | 23 May All Hospital Care Call 10 – 11.30am |
| 26 May | 27 May Critical Products Segmentation Sprint 11 – 11.30am | 28 May | 29 May | 30 May |
Working Groups
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.
Cleaning Supplies, Equipment, and Associated Products Working Group
This group has been established to strengthen engagement, collaborative working, and embed customer centric decision making for programmes of activity pipelined in the category area. Group attendees will input and shape projects identified by NHS Supply Chain, NHS England, and customer workstreams and initiatives.
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.
Customer Webinar
We host a quarterly webinar for customers – with an agenda that provides strategic updates aligned to our annual business plan and organisational priorities.
See our Useful Links section to find out more.
Medical and Surgical Consumables Panel
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.
See our Useful Links section for more details of our Medical and Surgical Consumables Customer Panel.
National Clinical Advisory Forum (Quarterly)
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.
See our Useful Links section to find out more.
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 (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.
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.