Using the Lean methodology, the process was mapped and a further state agreed which dictated the key actions and system development requirements to implement this change. A rigorous change control and risk mitigation plan was produced and maintained to ensure that no patient was left without medication for any reason through the transition.
2 NHS relationship managers were employed to liaise directly with the Trusts on the requirements for this transition and a comprehensive communication plan was implemented with approval from Pfizer.
KPIs were established and a weekly dashboard produced with regular updates to the internal and Pfizer stakeholders.
All key areas of the business delivered the new process from customer services, pharmacy, pharmacy support through to the commercial team to ensure the success of this project.
14,500 patients have now been transitioned with only 1800 left to be processed as they become due. Exceptions were managed at a patient and client level ensuring minimal risk throughout the project.
The transition occurred so smoothly that Pfizer decided it no longer required the weekly conference calls and update reports and inly now received the KPIs on a fortnightly basis.
They have also subsequently signed an additional contract with HaH partly due to the improvement in their relationship fostered by this project.