Leading NHS Hospital Trust - Ethical and efficient
Sensitive and effective healthcare recovery
Summary
Following a competitive tender process, a leading London NHS hospital trust selected Controlaccount to support the recovery of private patient, overseas visitor, insurance and embassy debt. Our trace and collect solution reduced internal administration, streamlined referrals and improved recovery efficiency through a data-led approach
The Organisation
Our Client is of the UK's top-performing NHS hospital trusts, employing over 7,500 staff across two major hospital sites.
Cases referred
653
Cases referred
The Challenge
Prior to January 2020, the client was outsourcing any overdue or unpaid invoices to a shared business service debt recovery agency. Invoices that the client had been unable to collect using their own internal processes were passed to the incumbent DCA bi-annually which created a bottleneck in recovery, in addition to low recovery rates. The client was looking to secure an integrated solution to revitalise their internal services and improve outcome on the recovery of private patient debt, salary overpayments, local authority, insurance and embassy shortfalls and commercial debt.
Success Rate to Date
88%
Recovered within a 60-90 day period
The difference made:
Following a tender process with ten other debt recovery providers, Controlaccount was awarded the contract in January 2020 to provide no collect , no fee straightforward debt recovery. In addition to this we provided a trace and collect service in cases where the client had lost connection with thesubject and in some cases, legal debt recovery. We worked with our client toestablish a more automated working process, where invoices and actions wereloaded onto our ClientWeb portal monthly. As well as avoiding theadministration bottle necks, this resulted in improved success rates – whichare currently tracking at 7% above agreed KPIs.
Controlaccount also provided:
Controlaccount also provided:
- Secure transfer data services
- Competitive commission rates
- Clear case management which included complete document management, financial analysis and transparency on all activity
- Any accounts not settled in full to be reviewed by our Debt Assessment Process in order to understand the likelihood of legal proceedings bringing about a successful outcome
- Comprehensive, real time reporting across individual accounts, debt type and overall performance
- Due diligence of I&Es and onward management of fair and reasonable payment plans
- A technology driven service for all partiesincluding online payment and query channels for subjects throughControlMyAccount
What they said
Whilst rates were not the driving factor inawarding Controlaccount the tender contract, competitive rates will always be appealing to an NHS Trust. Controlaccount has consistently achieved successful results for us, acting efficiently and professionally on our behalf.With more automated processes, we have also seen a reduction in internal administration
Our accreditations
