The increasing commercialisation of pathology services means there is an increasing need to consider service differentiation, competitive advantage and value-added service offerings. Berkshire & Surrey Pathology Services (BSPS) have long understood that the service provider who strengthens the relationship and communication with clinicians, Clinical Commissioning Groups (CCGs) and end users of their service will have a clear advantage. With this in mind, BSPS has deployed the CliniSys Pathology Relationship Management (PRM) solution.
The customer relationship management tools, collaboration centre, and real-time analytics within PRM are providing BSPS with organisation, provider and patient relationship profiles based on ordering and service activity, and other metrics. These profiles are enabling BSPS to enhance its service levels, improve operational efficiency and quality, and drive personalised engagement with the users of the service.
With a central, integrated and live view of data, BSPS will be able to map lessons learned across all departments and organisations in support of best practice workflows. To further a more customer-focused approach, BSPS is now able to offer its service users a single point of contact for general enquiries, and PRM supports the necessary call logging.