We are an efficient organisation offering good value to the NHS but we can always improve.
Our structure has developed organically and our staffing levels and administration costs are low relative to the liability we manage. Investment in our people and infrastructure will be required to deliver our strategy and influence the overall costs to the NHS. We will find savings by improving our efficiency wherever we can whilst putting more of our resources to earlier investigation of those cases which drive our expenditure. This will reduce the costs which arise in court proceedings.
Our business processes can make better use of technology in order to automate certain tasks. Our website and digital capabilities require an upgrade in order to improve our communication channels.
Cyber security will continue to be an ever present risk which we will need to monitor continually in order to respond and implement robust security measures. Information security is of paramount importance to us and we want to maintain our ISO 27001 certification.
Our workforce will need to be increasingly customer and patient focussed. We will develop transferrable skills which will enable our staff to work across the operational arms giving us a flexible workforce, skilled in resolving concerns in different arenas.