We are extremely of proud of the fact that we have a long-standing partnership with over 50 NHS organisations, who have been with us for 15 years and counting. Our NHS customers have always been a key focus for us, dating back to 2009 when we won the (at the time) Department of Health Framework contract to deliver 30,000 lone worker solutions. It’s a genuine partnership approach and we consider the longevity of our partnership to be a shining endorsement for ongoing service evolution and innovation and constantly driving value for money for our customers, underpinned by the highest standards of service delivery.
The NHS landscape continually changes but the pressures on resources and costs are ever-present. NHS organisations demand high standards from their suppliers. The fact that our NHS customers choose to keep Reliance Protect as a trusted partner speaks volumes.
‘What makes Reliance great are the products they offer but first and foremost its staff. The first person I dealt with was Karl who was not only knowledgeable about the product but extremely personable, supportive and professional. It is a pleasure to deal with you!’ – Emma Harley
Waste Compliance Manager
Bradford Teaching Hospitals NHS Foundation Trust
So how have we cultivated such a well-established partnership?
Really Understanding The Customer & Consistently Driving Value
A key element of our service is being out there meeting with our customers – listening, learning and acting on the information. We also believe it’s about a combination of great solutions, service, and support. We proactively look for opportunities to add value, innovate and deliver everything our NHS partners require through the contract. As we introduce new innovations, we look at ways to introduce these into existing contracts, from device upgrades and over-the-air device feature upgrades, to introducing new features on our Focus customer portal and running webinars to explain how to access and make the most from these new features.
Initial & Ongoing Support
Embedding a health and safety culture is always a challenge, especially for NHS organisations that are often large organisations spread across many sites with large mobile/community based staff.
Initial onboarding is crucial. User onboarding experience has to be quick and easy, with access to great quality learning materials that can be digested quickly. Likewise, we take the pain out of managing the overall onboarding, working closely with the contract management teams.
The initial onboarding is only the start! We then focus our efforts supporting users, department managers and team leaders, and central contract managers and administrators through face to face meetings and training, extensive online support, and webinar programmes on a range of topics.
Data and compliance are big buzz words within Reliance Protect. As such we offer an extensive suite of reports that can be run in real time, scheduled automatically, and delivered in a range of formats covering individual, team, collective teams, and overall contract usage metrics and trends. This enables NHS organisations to create usage compliance metrics down to an individual level, and monitor and manage compliance effectively.
We recently launched our API capabilities so that customers can ingest and integrate our data to create their own reports, dashboards and trend analysis, bespoke to their own individual needs.
Customer Experience Management
We’re extremely proactive in our partnership approach, with field-based Account Managers focusing on working with customers from a strategic point of view supported by our field-based Customer Experience Manager. We are passionate about being proactive, it’s integral to how we work. We want to take our customers on a journey and support however we can, every step of the way to keep NHS staff safe.
Tailored Training
For end users, managers and administrators alike, we offer comprehensive training from initial deployment to refresher courses and upskilling. Our training packages include site-based training, webinars, and extensive elearning courses with modules and tests (all of which we are making available to customers to drop into their own Learning Management Systems). Our aim to deliver accessible, flexible and high quality learning content across all customer stakeholders. These training courses are supported by a continually evolving library of support materials on our dedicated focus customer portal.
Dedication To Personal Safety
We’re passionate about making sure our NHS customers get the most out of our solutions. We are committed to supporting customers get maximum staff buy-in and ensuring our devices and apps are used to the best effect. This is set in the wider context of the more we can help staff think about the risks through using our devices and apps as part of their daily duties and dynamic risk assessments, the safer staff will be. We even extend an invitation to our customers to visit the Alarm Receiving Centre (ARC), for that extra sense of context and peace of mind in the service we provide.
Over the last 15 years, we’ve helped protect thousands of NHS employees across dozens of Trusts. Our 24/7/365 ARC has provided real-time support in countless critical moments. With every innovation and new generation of our devices, we’ve adapted to the evolving challenges and risks while staying focused on keeping NHS workers safe, wherever they may be.
We’d like to thank our NHS partners and the many individuals who have placed their trust in Reliance Protect over the past decade and a half. We look forward to discovering what the next 15 years hold!
