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Equipping NHS Business Service Authority to transform the efficiency of their Prescription Processing
Combined savings per year
The NHS Business Services Authority handle all prescriptions issued in England (over 450,000,000 prescriptions each year), processing the payments back to pharmacies (and other dispensing organisations). The processes and systems to achieve this where felt to need streamlining in order to deliver an even higher quality and more efficient service. The purpose of this work was not to redesign the IT systems used, rather to understand and redesign the processes that surrounded these systems.
We worked with a cohort of staff from all teams involved in the end to end process to identify quick wins that can be realised with minimal input but achieve maximum benefit, sustainable service improvements and ongoing cashable benefits. The project started by understanding the current work design and identify areas for improvement. The ideas were then tested in small scale experiments before they were rolled out to become business as usual. Where larger scale improvements were identified, business cases were created and agreed.
Saved per year by removing handovers to request a batch re-price
Saved per year by combining postage and changes to paper type
“I am very happy with the variety of change ideas that this methodology has brought to the BSA and it is good to have both cashable and qualitative benefits as the outcome. The experiments have provided the justification to prove the concepts of design and we are well set up to roll out these concepts into the mainstream work. The ICE 7E's method has given us a broader dimension to our thinking.”
Head of Customer Operations NHS BSA
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