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 for your copy of the charter.
Calendar of Events – July 2026
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.
Our Voice of the Customer team is working to improve customeengagement 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’s supported by a bulletin detailing the outcomes following each meeting.
This group has dual aims – improving patient experience and quality of care in the NHS, and reducing equity issues arising from the use and availability of medical devices and products.
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 to bring together a group of experienced, forward-thinking colleagues with a diverse range of skills and backgrounds to help drive improvement.
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 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.
Customer Digital Experience Research Panel
Customer Digital Experience team invites everyone who uses NHS Supply Chain services to join our research panel and help shape the future of our digital tools and services. No matter your role whether in clinical care, procurement, or any other area, your feedback is valuable.
Participation is flexible, remote, and easy with short surveys, hands-on testing, or one-on-one chats that fit your schedule. No special tools are needed, and you can opt out anytime. Panel members get early access to features, recognition for their input, and the chance to make a real impact.
