Client Success Story

Empathetic and Efficient Management of Highly Sensitive Case Backlog

Background

One of the main health sector regulators with responsibility for non-litigious complaints was charged with initally clearing a significant case backlog and then move onto new complaints as part of their regulatory remit. Our role was to help clear the case backlog for medium and complex cases over a 3 year period while meeting stringent complainant relationship management, quality and production standards.

The Solution

We worked with senior operational management to capture detailed understanding of processes, systems, policies and procedures to shape appropriate tone of voice and processing. To ensure appropriate support and integration with regulator staff we selected a 30-60 person team and trained them to meet stringent quality, processing and customer relationship standards set by the client, locating them in close proximity to client offices.

We provided process and operational improvements to manage changing priorities and operational challenges while continuing to close cases against agreed targets. We offered systems and technical support to improve management information and share insight into case flows and resource management. Throughout the programme, it remained important to maintain an effective balance between operational efficiency and complainant relationships ensuring that these highly sensitive cases were managed quickly, professionally and fairly.

The Result

We delivered new efficiencies through our teams effectively eliminating case backlog while managing changing operational priorities. We delivered operational improvement and detailed process changes that offer new efficiencies more effective information systems and processing for complainants and regulator. Huntswood provided a cost effective solution whilst our teams delivered sustained professional service, supportive attitudes and behaviours to address the dual challenge of managing highly sensitive cases efficiently and empathetically.

Huntswood’s View

In common with many service organisations’ complaints, case and claims management requires empathy, sensitivity and compassion. But increasingly, many other organisations are under considerable pressure both politically and financially to improve operational efficiency and effectiveness. Striking a balance between these sometimes competing goals is the essence of good customer service and delivery of value to the ultimate stakeholder – the complainant.

Our successful completion of this engagement proves that Huntswood’s operational model thrives in regulated, highly complex, customer sensitive environments.