Sector: Healthcare · Platform: Bespoke development
The challenge
Inspire Medicare operates a four-hour Service Level Agreement. From the moment the phone rings to the moment the required equipment is installed, the whole process has to be organised and completed within four hours. They needed a system that could keep track of that and report on it accurately.
When the business was taken over by Inspire Medicare there were also significant changes to GDPR. Working with the NHS, the company knew it had to provide a high level of security: operating 24 hours a day, 365 days a year, it shares a great deal of information across its network that needs to be encoded and securely received by other parties.
Inspire Medicare needed a bespoke solution that:
- Offered total transparency for their clients
- Helped them measure and report on their four-hour SLA and their standard of customer service
- Came from a provider that understood the nuanced requirements of working in the NHS environment and staying compliant with GDPR
Why Impress
When the company was sold to Inspire at the beginning of 2020, the previous directors had researched a number of solutions, and the best offering came from Impress Solutions. Other companies tended to offer a standardised solution or product; Impress Solutions’ bespoke approach stood out.
The solution
Impress Solutions worked with Inspire Medicare to develop a system operated on hand-held devices by the company’s staff. It enabled the team to photograph deliveries as they dropped them off at their destination, with a tracking system activated to provide the evidence behind the service level agreement.
The system supplied clients with delivery-time data and backed up the full history so the team could answer reporting requests long after a delivery had taken place.
The results
Improved internal processes. Staff can quickly retrieve detailed historic delivery data and provide concise reports when a client asks for information.
Transparent customer service. Delivery records show whether the four-hour SLA has been met and give clients evidence they can trust.
“The key for us is that this data is automated and therefore cannot be manually edited, providing total transparency for our client.”
— Haydn Pugh, Operations Director, Inspire Medicare
The experience
“The quality of the people that come over to our office from Impress are always second to none. Jeremy is very much at the forefront of scoping, he understands the business and has an excellent rapport with all of the staff. Impress have put the time and effort in to develop this working relationship with us and the team are always transparent and pragmatic when advising us and editing our systems. They scope out the problem, talk to and gain input from the staff to understand what’s needed so our core team are already onboard and support the fact that these solutions will add value and work effectively. Jeremy and his team are valued and we consider them as part of our team.”
— Haydn Pugh, Operations Director, Inspire Medicare
The future
“As a director, the bespoke solution provided by Impress enables us to monitor the customer service we are providing and ensure we continually advance as a company. For example, if there are operational areas of the business that have been identified as needing amendments. The systems that have been put in place by Impress have been operational for some time now, so when we need alterations or a new element added, they already have an existing understanding of how we operate.”
— Haydn Pugh, Operations Director, Inspire Medicare