Case Study

The organisation:

Our client is one of the top ranked and top performing hospital trusts in the UK, with over 6,000 staff members across two sites.

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 shortfalls and commercial debt.

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 the subject and in some cases, legal debt recovery. We worked with our client to establish a more automated working process, where invoices and actions were loaded onto our ClientWeb portal monthly. As well as avoiding the administration bottle necks, this resulted in improved success rates.

Controlaccount also provided:

• Secure data transfer services
• Extremely competitive commission rates
• Clear case management services which include complete document management, financial analysis and transparency on all activity
• Any accounts not settled in full are 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
• A technology driven service for all parties including online payment and query channels for subjects through ControlMyAccount

The improved figures speak for themselves; over the last 18 months, 53.5% of all debts submitted, have been paid within a 60-to-90-day period.

What they said:

Whilst rates were not the driving factor in awarding 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. - MG, Senior Accounts Receivable Manager